Hilton Hotel New York Customer Service

Ask for my feedback and you’re going to get it!

The Hilton asked me to fill out a survey after my stay during SES New York and I told them what I thought:

• “Executive” room was tiny 
• Internet didn’t work – 30 minute call to support
• Ridiculous packaging on laundry when it was returned
• Bath took 20 minutes to drain
• Room smelt musty
• Decor was tired
• Daft portion sizes – who eats large 4 sausages and 4 huge pancakes?
• Do not disturb sign ignored
• Receptionists sullen and humourless
• Ad finitum

Now I complain but am not very good at doing at the time. Maybe it’s because I’m reserved (ahem!) but mainly because I’ve already unpacked and can’t be bothered.

Anyway I’ve just had an email from their assistant director of housekeeping:

“Thank you for taking the time and consideration to let us know the circumstances surrounding your recent visit to the Hilton New York. Please accept my sincerest apologies for the inconsistencies in service you experienced during your stay.

We at the Hilton New York consistently strive to achieve high standards of service and regret we failed to meet your expectations on this particular occasion. Our primary concern is the quality of your experience in our hotel, and the problems you have encountered are not at all indicative of the fine service we strive to provide to our guests. We can offer no excuse, but do want to assure you that your concerns have been addressed with the appropriate members of our staff and steps have been taken to prevent recurrences of this nature in the future.

We look forward to a future opportunity to deliver a level of performance you have every right to expect from the Hilton New York.”

I think it’s a really nice touch. They could have just taken the feedback but to get a personal email like this is quite cool.

But where are the extra loyalty points to ensure I come back…..? 🙂