Guest User
July 7, 2024
I am local, but have a relative who comes to the area for medical treatment. We've been guests 3 times now and and each stay has been the same. Housekeeping is great, hotel is clean, the breakfast lady seems to be the only one in the front that does her job or cares. During the week, we need to be at 8am appointments and each time we needed something from the front desk, there was not a soul to be found. One day, we were actually waiting over 10 minutes and finally, the breakfast lady retrieved the same lady who we have seen before. To our shock, she is actually the manager. She is always in jeans and seems a bit confused and messy. What happened to true professionalism? Jeans? T-shirts? Wet hair? We thought she was a lazy front desk agent, but low and behold, this lady is in charge and never at the front desk in the early morning hours. We had billing issues a few times, which were resolved, but she never sent us an email or called us to confirm this. It seems, whenever my family member extends her reservation, the people working do not see what we are paying and we end up being charged more. We will be moving to the Embassy Suites next week and for sure will be letting Hilton know about this. We have been loyal for years and understand the staffing issues, but when the manager looks like this and doesn't care enough to be at the desk, the other staff probably follows her lead. I say, promote the breakfast lady. Thanks for listening.