[silver]

Here is another

Moron #2(via our customer complaint dept)-
"guest said that they found what looked like a dirty apple in the refrigerator. He said the jacuzzi was out. The gst said they returned from breakfast and found their door opened. He said the day manager was rude"

Me-
"Thank you for your feedback regarding your recent stay with us here in the Arcadia/Pasadena area. I understand you ran into a cleanliness issue here during your stay as reported to me by one of my managers as well as your comments that I have received from our Guest Assistance department. It is unfortunate that you experienced this oversight by our housekeeping staff and I trust that we removed the object immediately upon notification by you as is our practice in such situations. I wish that these things would not happen but there are instances of human error that will always exist in our profession but I feel that it is the human aspect of our industry that also makes the experience of staying in a hotel memorable.

Our whirlpool is currently undergoing a major electrical repair that would be very dangerous if left unattended. In light of the safety hazard we felt that it was best to restrict access to it unconditionally. I hope that you understand our position.

Regarding your other issues I have spoken to the appropriate personell and informed them of your remarks. Feedback such as this is our way of grading ourselves and learning what we do well and where we need to improve. I hope your experience here at our hotel does not darken your opinion of the Embassy Suites brand nor the Hilton Family of Hotels and I hope to see you again if your travels bring you to our area."

Moron #2(personally)-
"Regarding our stay with your hotel, this was our WEDDING night, which I informed the front desk, and reservations when I made the reservation! As noted in the reservation, I requested a room with a jacuzzi which was noted to your staff. Upon checking into the hotel, I was told that your facility did not have rooms with jacuzzi's. They did NOT tell me that the whirlpool was "currently undergoing a major electrical repair"! I should have been told of this IMMEDIATELY especially since this was our WEDDING NIGHT, and I HAD REQUESTED this in my reservation! As far as removal of the old apple, my wife called the front desk at approximately 3 am, and did not want anyone coming up to the room at this hour on OUR WEDDING NIGHT!

Later that morning after returning from breakfast, we returned to our room to find the door ajar! Fortunately nothing was missing from the room. Combine all of this with the rude treatment from your manager, this was certainly a night (Wedding Night) we will NEVER forget!

We live in Arcadia, and are still moving into our home. So we thought instead of dealing with the clutter of not being completely moved in, we would stay at a hotel before we left on our Honeymoon. A medical group we are associated with, Comprehensive Surgical Specialists uses your hotel quite frequently for symposiums and other functions which is why we decided to stay at your hotel. We hope that you will resolve this situation so that we can pass on a positive report to our friends instead of a very negative report. We have other friends and relatives who are Hilton HHonors members who were all shocked at how we were treated by your manager and his unwillingness to take care of his customers. My Mother - in- law is in the hotel business, and was there when your manager was speaking with my wife and could not believe his attitude and poor level of customer service. As you mentioned " it is the human aspect of (y)our industry that also makes the experience of staying in a hotel memorable."

Your manager should learn that he is in a people business and that people staying in his hotel on their Wedding Night is supposed to be one of the most memorable nights of their life! Ours was very memorable in a bad way. Fortunately, the rest of our short honeymoon was spent at one of your competitors properties. The management and staff were excellent and really cared about the quality of service they provided. We have already booked a reservation for our anniversary next year, and will probably return there before then as well.
With so much competition in business today, it should be as important to hold onto existing customers as well as gaining new ones. The treatment we received at your hotel exhibited that the management did not care about either.

I look forward to your response."