HSTuners - View Single Post

silver · 08-02-2005, 07:33 PM

one of my personal favorites, this is documented by our customer service department. the key is the updated information and what she says she will do. I love how I got minimal backup from the person handling the call.

3/3/2005 5:14:02 PM *** *****************Spoke with guest as MOD, Guest called stated her credit card has been charged by the hotel. Upon arrival she was told the hotel does not accept cash for incidentals and that she must provide a credit card. Guest stated the entire stay was charged to the credit card manually. Guest stated she spoke with John Goins at the property and was told the charges would be removed. Guest stated she requested a letter from the hotel letting her know the charges will be released as well as a letter to her company. Guest stated what she received a copy of her bill. Guest never received any thing from the hotel pertaining her account being over drafted because of the hotels mistake. Guest stated account is over drown by approximately $300 and she would like a refund. Please check your records and contact the guest back as soon as possible. /// LPAYANT

3/3/2005 5:25:49 PM *** ****************UPDATED INFORMATION************

Guest went over the this information several times before saying if the hotel does not respond correctly she would take a gun to the hotel and use it on the staff. I explained Hilton does not take threats of any kind against employees lightly, (guest never commented back she kept going over her issue). She then stated she wanted John and his entire staff fired from the hotel because they were incompetent. I apologized to the guest and explained the information would be addressed by the management staff of the property. Guest then stated she works for the mortgage industry and this oversight will appear on her credit report making her not eligible to work. I apologized again to the guest.

08-02-2005, 07:33 PM	#4
silver Registered User Join Date: Dec 2002 Location: so cali again Age: 44 Posts: 820	one of my personal favorites, this is documented by our customer service department. the key is the updated information and what she says she will do. I love how I got minimal backup from the person handling the call. 3/3/2005 5:14:02 PM * *************Spoke with guest as MOD, Guest called stated her credit card has been charged by the hotel. Upon arrival she was told the hotel does not accept cash for incidentals and that she must provide a credit card. Guest stated the entire stay was charged to the credit card manually. Guest stated she spoke with John Goins at the property and was told the charges would be removed. Guest stated she requested a letter from the hotel letting her know the charges will be released as well as a letter to her company. Guest stated what she received a copy of her bill. Guest never received any thing from the hotel pertaining her account being over drafted because of the hotels mistake. Guest stated account is over drown by approximately $300 and she would like a refund. Please check your records and contact the guest back as soon as possible. /// LPAYANT 3/3/2005 5:25:49 PM * **************UPDATED INFORMATION********** Guest went over the this information several times before saying if the hotel does not respond correctly she would take a gun to the hotel and use it on the staff. I explained Hilton does not take threats of any kind against employees lightly, (guest never commented back she kept going over her issue). She then stated she wanted John and his entire staff fired from the hotel because they were incompetent. I apologized to the guest and explained the information would be addressed by the management staff of the property. Guest then stated she works for the mortgage industry and this oversight will appear on her credit report making her not eligible to work. I apologized again to the guest. __________________ Distributor of proven performance products from top manufacturers such as: Top Secret, Ings+1, J's Racing, Varis, Amuse, ASM, GP Sports, Air Walker, Garage Defend, Kakimoto, BuddyClub, Feel's, Fujitsubo, Porterfield, KG/MM, ORC, Spoon, Mugen, and more than 200 others. If it's in a Hyper Rev, it's in our reach. http://www.bulletproofautomotive.com Last edited by silver : 08-02-2005 at 07:36 PM.