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| - We had a very disappointing stay at this property, but more disappointing has been the blatant lack of follow up. Rather than come to Yelp first, I sent 3 private messages on Facebook. A week later I got an email asking about my stay. On June 24th, I finally got an email from Joseph. I wrote back on June 26th with the details of the problems during our stay... and heard nothing back. I followed up with another email to him July 1st and sent another private message on FB the same day... Nothing from either channel.
I am completely shocked at our experience and the follow customer service. This is not the experience I've come to expect. In fact, I went from a fan who wanted to share about my poor experience to feeling like I never want to book at one of your properties again -- your lack of communication did that.
In the hopes that this might reach someone there, here is the email I sent to Joseph:
"Hi Joseph,
Thanks for your email. I hate to complain, but we experienced a few disappointing issues, and I appreciate the opportunity to share. Since becoming Hilton members we've made the effort to choose Hilton properties, including on our staycation. We've generally had good experiences and were surprised at our stay.
I booked 2 rooms for 2 nights, checking in on Father's day to celebrate with my husband, dad and kids. We were impressed that our early check in was accommodated, we were very grateful in fact. Unfortunately, I kind of wish we were told to come back - we had maintenance people turn up looking for a mystery issue they couldn't identify, and while my son was undressed and using the bathroom, a maid came by wanting to take inventory of the mini-bar. I asked if she could please come back a little later, that we needed privacy, and she refused. I was really take back at her refusal to return.
Generally speaking, the property just seemed in rough shape. We get that it's off season, and as locals we are able to take advantage of great rates, but it almost seems that there is an attitude that no one is around to see the mess. But we were :( We stayed in Ocatilla, and the entrance to Cottage K, which we saw every time we came in and out, was full of boxes and trash. The hallways were full of visitors' dishes and trash. On our first afternoon, we came in around lunchtime and used dishes were still sitting in the hallway over night. There was a plate of half eaten food on the ground next to the elevator that sat for our entire visit - it became a joke with the kids wondering if it would still be there the next time we walked by... and every time it was :( The scale in my dad's room didn't work, the shower constantly dripped (more like streaming) and his remote was dead.
One of the days we visited the pool - my dad saw a bat that had fallen into the pool and was swimming around, and alerted a maintenance person. The man who came to help didn't know what to do, so he scooped it up in a cup and dumped it out on the ground. We were concerned about a child or pet getting bitten, but didn't know what else to do :(
On our last day, we asked to check our bags so we could check out on time and visit the pool. We specifically did that so our bags wouldn't sit in our hot car all afternoon. When we were ready to leave, we went to the desk to get our bags and were sent to the bell desk -- outside. Our clothes, 2 laptops, my makeup, and food were sitting out side in the 100+ degree heat for a half day, and where anyone could've walked off with it all :( It seemed like common sense that you wouldn't leave luggage out in the heat all afternoon, in fact it seemed very inconsiderate.
The experience had the effect on my husband that he wanted to stop spending money when he felt it was no longer a value, and overall, the visit was not relaxing or very enjoyable. This is my second time staying at your property - the first time was so nice, I really wanted to share that experience with my family but this fell very, very short of our anticipation :(
I know your property has a very good reputation, and again, we usually enjoy and are loyal to Hilton. I thought you'd want to know about our experience, thanks for your time."
Buyer beware.
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