I was sent to Seattle, WA two weeks ago on business to train a new team member in our Bellevue, WA office. It was my very first business trip and visit to the area, so wouldn’t you know it would be THE week when the area gets hit with a huge winter storm… well, if you call 6 inches “huge” 😀
It was beautiful upon arrival. A light dusting covering the trees and the scenic mountainous back drop, but damn it was COLD!
I was held up in the Embassy Suites and could not get the thermostat to cooperate, so I tweet about it. “Dear embassy suites. I’m FREEZING! Why wont this thermostat go higher!??”
I almost immediately got a response! Gotta love it when they actually listen and engage. I was so impressed with them and that little extra attention was reassuring that my issue would soon be resolved.
I called the front desk the next morning and they sent someone in while I was at work. And thankfully so! I ended up being snowed in for two days and my trip extended from 4 – 10 days!
Over all my stay was decent. I wasn’t overly impressed with the room service, the food itself was kinda over priced – not unusual as I expect to pay a premium for being lazy, I was just being a cost conscious employee. The pool and fitness center were nice perks and I was able to start my day with a decent breakfast from their breakfast buffet … just avoid the runny eggs.
The night before my departure I received an email from a Guest Assistance Specialist at Hilton Worldwide thanking me for contacting Embassy Suites on Twitter. They were following up on my issue and were under the impression that it had been resolved. They went on to state that the Hotel had enrolled me in Hilton HHonors and deposited a bunch of points into my account for my experience.
How great is that!?
I replied with gratitude and advised how impressed I was that they were so engaging on Twitter and attentive to my needs. I had been thinking of joining their travelers club while I was there and by this gesture I would be sure to use their brand hotels as my preference for future travel. Pretty smart move there 🙂
This story doesn’t have a happy ending I’m afraid.
I check out the next day and ask about the Program details at the front desk. They have no idea what I am talking about, there are no records of an account in the system and they basically send me off with a sorry and a shoulder shrug.
I go back to the email I had received the night before, which stated “…if you have any other questions or comments, feel free to respond to me directly. I will be more than happy to offer further assistance.” I advised the rep of the situation and requested some assistance.
[3 days later] Way to fumble the ball and miss out on the winning touchdown.
Should anyone from Hilton HHonors, Hilton Worldwide or Embassy Suites come across this post and want to help finish what was started the file # referenced on the email was 8771391. It would be great if I could get the credit for my 10 day stay as well since the staff on site wouldn’t create an account for me even though there was no record of one being created.
[UPDATE: 1/29/12 12:40am EST]
About an hour after this post was published I received an email from my Guest Assistance Specialist apologizing for the delay and stated he would correct the situation!
[UPDATE: 1/29/12 19:00 EST]
I have received my Hilton HHonors account information complete with the points promised for my troubles, even a few extra points for the additional delays in getting the account set up. I am very great full to Hilton Worldwide for their committment to my satisfaction. It’s not every day that you interact with a company who not only say they care, but also take all steps to ensure their customers feel cared for.
Bravo Hilton Worldwide!