Tom sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
THIS IS A RESEND OF THIS EMAIL...ITS BEEN APPROXIMATELY 2 WEEKS AND NO RESPONSE...RESENDING:
Hello. First of all, I would like to tell you what kind of people me and my wife are. We are an older couple that have now the opportunity to travel and eat out at different restaurants and really like to give honest constructive BUT MOST OF ALL, POSITIVE criticism as many of us like to check out the reviews on what others have to say about their stay at 5 star Hotels or the food they ate at well named restaurants as word of mouth holds a lot of weight in people’s eyes. We, like I said, always try and look at the positive aspects of Everything and relay that to Everyone to read about. The Last Thing we ever Want to do and Very Seldom ever do is to leave Negative Comments and we have been doing this a long time, but I feel the need to give you the benefit of the doubt and let you know how our recent stay at one of your establishments called the Double Tree by Hilton went this past week. First we made plans to visit our kids that live in Virginia Beach, VA for a few days. Actually from Sunday the 14th to Wednesday the 17th. When my wife called to make reservations she asked if they had Safes in the rooms and were told that they do... That was the first thing, as there are No Safes in the rooms just the one behind the front desk that we could use. AND THAT WASEN’T GOING TO HAPPEN... Next when we got there around 1:00pm we tried to check in as we just Drove 8 hours from New York and we were told we can’t check in until 4:00PM, I said, “Oh My Goodness we just drove all this way and we have to wait”, and they said, “yes as they are cleaning rooms. I said, “even if I pay extra to get in my room now” and the one at the desk, as there were two of them together, she said “OK $50.00”. I said, “WHAT THEN YOU'LL SPLIT IT UP AND GO OUT TO LUNCH ON ME”? The Concierge that was setting up called me over as she said she overheard my conversation and tried to give me Free passes to some center that we could hang out and do whatever. She was trying to be nice about it as I was pretty Pissed for not being able to check into my room as it was too early, but to come up with another $50.00 and you can magically get me in my room!! Next when we did get to go into our room at this 5 Star Hotel, the wind was taken out of our sails, but we were too tired and drove too long to complain at that time but as time went on and I had seen more and more things I felt the need to take pictures and inform you before it went further... I tried to take a picture of the glass window also but ran out of room on my SD card as I took too many of the kids but I did get the rest I’m going to mention and show you....But the window in the room looked as if it needed a good cleaning...Next there was a Coffee ring on the table that was there our entire stay and the table top is WHITE so it shows up....next in the Bathroom and it’s a GOOD THING my wife's eye site isn't the greatest at distance as in the bathroom and the pictures WILL FOLLOW... Separations in counter, mold on the tile wall, mold on the floor, silicon or something like that splatter on the floor, light in shower hangs down, and if I could Video the toilet without making you sick I would have done that as you needed to FLUSH IT TWICE all the time with anything...it made such a loud noise as I will tell you as an experienced Retired Facility Manager the flush-o-meter inside needs replacing AND the toilet seat slid from side to side as it needed to be tighten up, BUT I WASEN’T PUTTING MY HAND UNDER THAT TOILET. So as you can see what we hoped to be a pleasant stay at a 5 Star Hotel WHICH WE PAID FOR THAT 5 STAR and to have these kinds of issues are just so unacceptable for us to give good comments or review at this point. We have hoped to continue to stay there many more times as it’s right down the road from where both of our kids live. I received a called in our room from the front desk and asked how our stay was and just 5 minutes before that we had a knock at our door from Housekeeping asking if everything was ok with our room. Seemed strange to me so I figure I would go right to the head Boss about this and not say anything to them at the hotel to just have it overlooked or nothing done about it, like I said The Hilton is being represented by Double Tree as a 5 Star and I believe you will also agree with Us On This, that this Five Star rating is not deserved based on the issues that we pointed out. Thank You for your time and I will be looking forward to your response.
Sincerely
Thomas and Sherry
