- Report: #571279
Complaint Review: Pointe Hilton Tapatio Cliffs Resort - Phoenix Arizona
Reported By:
C -
, Arizona, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Pointe Hilton Tapatio Cliffs Resort
11111 North 7th Street Phoenix, 85020 Arizona, United States of America
Phone:
602-866-7500
Web:
http://www.pointehilton.com
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Business Rating:
(0)
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Pointe Hilton Tapatio Cliffs Resort A Different Pointe of View Resturaunt Worst Service and Most Unprofessional Staff I Have EVER Encountered ! Phoenix, Arizona
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I made a reservation at the Different Pointe of View Room via telephone on Jan. 20 for a reservation on Sat Jan 23. When placing the reservation they asked if there was a special occasion, I informed them I would be celebrating an engagement that would be taking place shortly before our reservation time of 6pm. At this point I assumed they would be making this a special experience.
When we got to the restaurant that evening on Jan 24 we were seated. About 20 minutes later we were greeted by out waiter to take a drink order. Another 20 minutes he took our order and we didn't see him again until he brought us our tab. I had to flag down other waiters for drinks, steak knifes, etc. This was by far the worst service that I have ever experienced, and to make it worse they knew this was a special time for us, and there was not even a mention of this by our waiter.
When leaving the restaurant I voiced my concern to a lady who offered me a free drink coupon for my next visit. Really classy... this restaurant has the nerve to advertise themselves as an Award Winning Restaurant. I have had better service at local fast food places.
Now comes the best part....I emailed the manager William Mischke to let him know I was not satisfied about the experience. He ignored my emails for 3 days. It was not until a call was placed to obtain his superiors information that I received a response from William. Then he had the nerve to lie and say he has been trying to call me when he never attempted to call me, UNBELIEVEABLE!
Now Joe Kraft enters the picture. He is the Director of Food and Beverage for the Hilton Resort. He was more professional than Bill Mischke, offered a sincere apology and offered to send out a gift certificate for the inconvenience, This happened on Feb 1, a full week after our dinner.
I recently had a family member that lost their position and I was going to give them the gift certificates to give them a well deserved night out. But the certificates never came. I emailed the Dynamic Duo (Bill and Joe) on Feb 11, and they told me that they were also surprised I had not received the cards. I do not believe they ever intended on sending me anything, I'm sure they were just trying to obtain my personal information.
It is now Feb 18, almost a full month after my bad experience and still nothing in the mail. These guys had all the time in the world to properly handle this issue and dropped the ball every opportunity they had. Now its time to get the word out.
If you are looking to celebrate and occasion or plan an event DO NOT USE THIS RESORT OR RESTURAUNT!
THE LEVEL OF INCOMPETENCE DEMONSTRATED BY THIS STAFF IS STAGGERING!
I HIGHLY DISCOURAGE ANYONE FROM VISITING THIS RESORT OR RESTURAUNT!
1 Updates & Rebuttals
Ron - General Manager
Phoenix,Arizona,
United States of America
Made Every Effort
#2UPDATE Employee
Thu, March 11, 2010
It is disheartening to see this review. Due to the nature of this special occasion, the guest was met at the door by our manager, congratulated for their special night, and was escorted to their table. We made many attempts to reach this guest after we received an email stating his complaint. When we did speak with him, we offered to mail a gift certificate. It was returned by the post office due to an insufficient address. Another gift certificate was mailed for a greater value than the first one to a corrected address. We believe we made every effort to recitify this situation with the guest.
