Zob
Norfolk,#2Consumer Comment
Wed, June 25, 2008
I am a hotel General Manager and read this letter with interest. I'm sure that the guest had one or two legitimate issues, but exaggeration and lies tend to invalidate the whole complaint process. I am sure this is why the hotel management ignored the letter. The complainant said that the fireplace (a seasonal amenity) was not working on Friday night when they checked in and maintenance graciously turned it on for them Saturday morning. This sounds like great service to me, that the issue was taken care of as soon as maintenance arrived on property -- despite the unreasonable expectation of a working fireplace in July in North Carolina! Next she claimed that the fireplace was not working for "half their stay," and in another place in the letter she said that they stayed two nights. This means they checked out Sunday morning. Yet in another apparent disingenuous statement the writer claimed that the wedding that she had booked these rooms for was on Tuesday, and in yet another complaint she said that the welcome sign for the group was "mysteriously" removed on Sunday! First of all, as a hotel GM I have never heard of a Tuesday wedding. And if the wedding were truthfully on Tuesday, why did she book the rooms for just Friday and Saturday nights? And since she checked out Sunday by her own admission, why on earth would this woman expect the wedding sign to remain posted on Sunday? It would be interesting to hear what the actual facts are in this case, and the lies and exaggerations that the writer caught herself in calls into question how much -- if any -- of the rest of the letter has any truth, or if these guests were merely trying to take advantage of the 100% satisfaction guarantee and got caught in their own trap in the process. Hampton Inn does maintain a company-wide "blacklist" of guests who regularly try to abuse the satisfaction system with false accusations and lies or exaggerations of facts. If they are repeat offenders and have done this before, it's very possible that their name is on the list and it's the reason they were not given a refund. Only they know if this is the case. But one thing is for sure: the facts as they presented them sure don't add up -- except to duplicity.
Melanie
Seymour,#3Consumer Suggestion
Sun, June 24, 2007
Fireplaces our usually turned off at the end of March or the first of Apirl,depending what state your in and being in NC in July I am assuming it was hot outside,thats why a maintenance man was sent to your room to turn it back on..
L
Charlotte,#4UPDATE Employee
Mon, June 27, 2005
Hampton Inn is a franchise of Hilton Hotels. The "100% Satisfaction Guarantee" or "100% Hampton" is the cornerstone of the Hampton brand. If you are not 100% satisfied and your issue has not bee handled to your satisfaction on property level, you should contact 1-800-HAMPTON and ask for guest assistance. You may also visit www.hilton.com and post your letter with your details to the customer service link provided.