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| - Stayed at this hotel due to a wedding and used my Hilton Honor member to booked it. The booking was pretty easy and due to the two weddings that this hotel had at the same time, we got 2 (two) queen beds instead of 1 (king) bed that we requested. The problem came when we arrived to this hotel. I carried a lot of baggage, stroller for my 5 months old baby, suitcases and we were looking for the bell hopp but nobody around and there's no trolley for the all the stuff either. So I went to the front desk and requested them. Luckily there was one guy that is trying to help me and got the trolley for me. He went outside to give the trolley to my husband. My husband began to load all the stuff to the trolley ALONE. He asked the guy and he said he is not allowed to help???? So we just load all the stuff by ourselves, and with 5 months old baby it was complicated. But we got through it and went to our room.
The room was okay. It was small but clean. It's a bit outdated compared with other Double Tree Hotels. You didn't get any complimentary water from the hotel, but you can buy it from the front desk. The room service was pretty nice and on time when I requested my breakfast at certain hour but it was a bit bland for my Omelette and Burrito.
I stayed there for 2 days. The second day was the wedding. I was helping my friends and becoming their photographer for the wedding. Apparently found out they made mistake for the food. They had ordered rib eye during food tasting and we ended up getting prime rib. They put the fruit for dessert out in the table without any plates so nobody touched it. By the end of the day, they did good by offering the bride and groom free open bar till the end of the reception.
Now my part of complaint came when I tried to ask the waitress to help me since I was taking pictures, to bring my food to my room cause I couldn't eat it during the reception. The nice lady said okay but the same guy that refused to help my husband with our baggage and suitcases showed up and said they can't do it. And if I want to packed the food to go, they will put in the transparant box. This was a PRIME RIB (medium raw meat) course that they put in that transparant box and there's no microwave in the room. And to top it off, he said ,"we can't deliver this food to your room, you need to take it by yourself." Now I don't want to make commotion cause this is my friends wedding so I just accepted that, put the meat away and just keep shooting till the end of the day. But THIS IS NOT THE WAY YOU TREATED YOUR HILTON HONOR MEMBER! ESPECIALLY IF THEY BOOKED ROOM INSIDE YOUR HOTEL and not just a visitor. I never been treated so poorly like this before in the other Double Tree Hilton Hotel and so far I had enjoy my experiences of becoming HHonor member but this is outrageous. Why you can't just help people that asking you for a help? This is such a poor training for customer service.
I really hope this hotel can improve their customer service. No matter how understaffed you are, how busy you were, customer deserved to get good service. I'm inclined to give it one star but I still appreciate the effort they made to get me trolley even though they refused to help me unload my stuff.
UPDATE: so for Karen S who said I'm not being fair to the hotel and being spoiled and need to take babysitter to help for the baby. Thank you for taking your time to give me your thought. To be fair, I did admit it is easy to just load the stuff and not complaining much about the service of the hotel, but we drove 6 hours from CA to AZ and we were very tired when we got there. And I'm not as privileged to be able to pay someone to babysit the baby and go on the trip with me and pay them a room for them to stay in hotel too. I guess my expectation is, for this hotel to have better quality of personnel that being thoughtful for people. Not just saying they can't help with anything. Isn't that what customer service is all about? Helping the guest? If that's too much than I guess we have to agree to disagree :) This is just my point of view. I appreciate yours too. Thank you!
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