Mrs. Versie Harris sent a message to Christopher Nassetta that said:
Hello, Mr. Nassetta,
My name is Versie Harris, my family and I recently stayed (8/3/2018-8/5/2018), at the Homewood suite by Hilton Orlando International Drive /Convention Ctr, 8745 International Drive, Orlando, FL. 32819. We stayed for the weekend to celebrate my husband and grandson same day birthday. Nevertheless, when we came in Saturday night after a funfilled day at Legoland we decided to come back shower and sleep. when we pull the bed out of the couch which revealed semen on the mattress pad(the pad which covers the mattress before the sheets), I called the front desk and was told that there was no one who could bring another pad up to us for a few hours it was after midnight at this time. My daughter Ashley Harris told the lady on the phone that she would come down to get the pad. When she went down to the front desk Ashley asked to speak to a manager the lady told Ashley that there was no manager on the property but she gave her a business card of the Asst. Front Office Manager (Javier Torres). When she got back to the room with the pad we found that Ashley was given a second pad in the same condition as the first. so, I went down talk with the lady at the front desk. I explained that this second pad was as nasty as the first and that we would like to get a clean pad so that we could get to bed. She told me that she was unable to retrieve one until a person who was also there but was busy doing something else could come to manage the desk so she could get a clean pad. I suggested she lock up and I could watch the front desk until she came back, at this time it was two o'clock in the morning. She agreed but then the gentleman who was working with her came to the front desk and later brought to the front desk another mattress pad. I took a business card of Hussein Safa, Front Office Manager, Marel Enoch, Assistant General Manager, and Javier Torres.Asst. Front Office Manager. I emailed all of them when once I got settled in the room. I never received a response from either of them. As we were leaving later that morning I asked the lady at the front desk if I could speak with the manager, she told me that she was not to bother him unless it was an emergency. I have had this same issue at another Hilton hotel prior the only difference the dirty pad was on the king bed instead of the pullout couch. You may believe that this is not your concern and might even wonder why I am contacting you. I am contacting you because you are the head of these hotels and if you pay attention to the numbers which I am sure that you do, this may seem to be a little issue, however, it can become big issues all because of cleanliness. I do not hold a business degree in management however, I do hold a minor in business. All that I am asking is that the staff at all of the hotels from the Hampton inns to The Waldorf Astoria, keep the hotels clean including all of the lining (mattress pads) the beds and the hotel rooms nice for your guest. Your guest pays a lot of their hard earned money to stay a night at a hotel. If you really look at it your customers do not stay a full 24 hours although they pay as if they do. As a guest I cannot check in until 4:00 pm and I have to check out by 10:00 am in the resorts, 11:00 am at most of the hotels and very few by noon. I am a guest who travels with my own sheets because I have had this problem in the past. Generally speaking, I like the Homewood suites and some of the other Hilton chain hotels but would like a peace of mind when I stay at one of my choosing. Please fix the problem Thank you. God bless,
Mrs. Versie Harris
