Arriving at the Beverly Hills Hilton at 1 am, all we wanted to do was get the room, get our son in bed, and rest before the 7 am meeting. The company had arranged the hotel, they said we could pay for a junior suite – so in the booking I had requested an upgrade to a junior suite and that a crib be available for our son. The confirmation letter came back acknowledging this.
If you read their website “Opened in 1955 by Conrad Hilton, The Beverly Hilton has combined the excitement of Hollywood with the elegance of Beverly Hills for over 50 years. With the completion of a $80 million renovation, the Beverly Hilton emerges as a beacon of modern luxury.”
The front desk said, “your room may not be ready.” Did I say that this was 1 am, not 1 pm? Yes, one hour after midnight. Room was paid for that night. This is not fun. But the next one was better: “We don’t have a crib in it, but our bellman will get one up there if there isn’t one in there.”
Me: “Did we get a junior suite?”
Them: “Oh, let me look. No it isn’t, but it has a lovely view.” At 1 am, I didn’t want a view.
The room wasn't large enough for a play pen
The room was ready in ten minutes. We arrived and found a small room, but it did have a view. No crib. The bellman then brought up a play pen and adult size sheets. I rejected it and called the night manager who said he didn’t know where the cribs were kept but would call the head of housekeeping at home (it is now 1:15 am).
At 1:25 the bellman brings back the play pen, saying he can’t find the cribs. I ask him to bring the night manager back. The night manager comes back- so I start to record the conversation on the iPhone. His first words, “Are you going to litigate?” I assured him that I was not. When I asked why there was no crib in spite of making the reservations at least a week in advance (probably longer), the night manager stated that the reservation always say, “if a crib was available.” Great attitude.
So I pushed it a bit, “Let me get this straight, you are the night manager, you have a customer who is arriving late, a crib is requested and the first thing you tell me is that you have no idea where the cribs are kept?” He admitted that he did not. He said he tried to call the head of housekeeping but the phone was not answered. I pointed out that a reservation on the books, one might think of having the crib taken care of around check-in time (10 hours before) and not at 1 in the morning.
The night manager then pointed to our 9 month old son and said, “I’m just trying to get this resolved for him, are you telling me you are refusing this playpen?” Even at one thirty in the morning my tired sarcasm was in full steam: “I’m so happy all you care for is my son, and want him to sleep in a playpen with no mattress, adult sheets, and no blanket. That you care so much you wouldn’t think about anything else but my son.”
The manager then said that he was going to comp our stay and the parking. I told him that was not necessary (and it wasn’t comped). I never wanted or asked for a rebate.
What would have made me happy? Simple, for the night manager to have done the following, “Mr. Simpson I am so sorry this happened to you. I promise I will learn where these cribs are and that no one will ever have this happen again.” The standard email letter from corporate headquarters did not offer such reassurance either.
Having lots of Hilton Honors points from staying in Hilton properties as a single guy provided one perspective. As a dad one has to wonder if the night manager’s defensive attitude is the corporate attitude. Perhaps this hotel chain is simply not interested in families. Somehow a Motel 6, or other family hotel, would have been a better place to stay with a child.
As chairman of the board of a corporation that had a number of hotels in its portfolio we received this nice letter from a family who had stayed at the Hyatt Regency. “Your manager finding there was no crib for our daughter, went to the store, purchased one- and had it assembled and in our room in no time. “
The difference between a 3 star and 5 star hotel is service. This night manager appeared more interested in the letter of the law than helping someone. The next day we went to the Four Seasons, and it was a world of difference.
We give the Beverly Hilton one star. In Beverly Hills, with so many great hotels, this is not one you need to put on your list.
Final Note: we do not like posting bad reviews of any place we stay. We think that great hotels and great hotel staffs will have issues and will find a way to take care of them. In emails and other follow up with Hilton we never heard the words that this issue has been resolved- something like this : “everyone knows where cribs are kept, and if someone comes in late we will make certain the room is ready and ready for the infant.” In the next room to us was a couple with a child – who came out of the elevator as the night manager and we were talking. The next morning they came to us and said they felt like they should apologize because they did get a crib but thought our points with the night manager were simple, clear , without raising a voice.
We did receive an email from the Hilton hotel stating the hotel would contact us within three days…it didn’t.
– Here it is below:
Dear Terry Simpson,
Thank you for contacting the Hilton Internet Contact Center regarding your concerns you had at the Beverly Hilton.
I apologize that your crib was not in the room when you arrived at 1am. I hope that the staff was eventually able to find the crib you needed. It is our goal to provide only the highest level of customer service and accommodations for all of our guests who choose to stay at a Hilton Family hotel and based on the details you provided in your message, we deeply regret that we have fallen short of that goal. Please be assured that we will be sharing your feedback with the hotel directly to facilitate a resolution and response to the issues you have expressed.
To ensure your feedback is addressed at the appropriate level, please allow up to 3 business days for the hotel to contact you at your email. In the interim, should you need a status regarding this issue please contact us directly at guest.correspondence@hilton.com or call at (888)240-6152.
In contrast here is the email sent to us from the Four Seasons Hotel in Beverly Hills:
Dr Simpson,
Greetings from Los Angeles and the Four Seasons Hotel, where we look
forward to welcoming you and your family tomorrow. I wanted to introduce myself in advance, but also hope to have the opportunity to greet you in person as you arrive.
We have set aside a lovely deluxe executive suite as your accommodations, and hope you are entirely comfortable here. I have confirmed your requests for a crib for JJ, and for the suite to be babyproofed. Please let me know if you have any other preferences for your suite (a favorite snack or beverage, for example), so that we may ensure you feel “at home” while you are with us. Additionally, it would be my pleasure to assist with any arrangements in anticipation of your arrival. Please let me know your travel details if available so that we may prepare your suite accordingly.
Wishing you safe travels and an enjoyable trip to Los Angeles.
Best regards,
Sunil Watumull
Director of Guest Relations
Four Seasons Hotel Los Angeles
300 S Doheny Dr, Los Angeles, CA 90048, USA
It’s hard to imagine that you’d receive such poor service, at such a well known Hotel chain. Especially in Beverly Hills, which I think most of us equate with above par service and experience. I’ve stayed in small independent hotels and inns while traveling with children, and was fortunate to always have cribs and extras furnished by very helpful and friendly staff – even when I forgot to arrange for such items in advance. As much as this is a sad state on the Hilton brand, I love that the Four Seasons met and exceeded your expectations. I hope you also added your comments to Trip Advisor – families should always be made to feel welcome, even at 1am.
The response from the hotel came yesterday – let me quote them “We are sorry that you did not enjoy your stay due to the location of your guest room, the bathroom layout/un-adjustable shower and the lack of response from the staff when you reported that your TV was not working properly. Needless to say, that is not the type of service and amenities we strive to provide our guests…”
—
Amazing – they cannot get the complaints correct – and when the complaint was never answered the first time- and the people at Hilton saw this in social media, they asked again for my contact information. Don’t you think someone would take this seriously? Apparently not. Then Hilton Cntral wrote “The hotel front desk manager, Nadine Timpe, stated she had followed up with you about the inssues in your past stay.”
I asked them both to read this blog.
Wow – talk about missing the boat. Makes you wonder if they just put the complaints in a circular file and pull out a generic response. Really expect more from a hotel chain of this size, and notoriety.
Dear Mr. Simpson
This is Terence with Hilton’s Social Media Team; I would like to start this email by apologizing for the level of service you have been receiving. I can not imagine how that night would have been for you and your son. I can see that you have been tweeting & blogging about us and I want you to know that I am here to help you in any & every way possible. I can assure you that we have forwarded your comments to hotel management and we will work to get this resolved immediately. I understand that you dealt with a colleague of mine but going forward you can contact me directly. I will contact the General Manager of the hotel and we will work towards a way to make this right. If there is anything that you could think of that you feel that would satisfy you let me know. I am here to turn this situation around. Thank you for your patience
Regards,
Terence V. Crouch
Guest Assistance Specialist
Mr. Crouch is now the fourth person to tell me that someone will be getting back to me about the hotel – as you can see “work to get this resolved immediately.” When he asks if there is anything that would satisfy me – well, I wonder if he did read the blog?
I think you hit a bullseye there felals!
My email response to Mr. Crouch:
Thank you,
As you can see – I reprinted this last note in my blog- along with a response. Feel free to respond either in the blog or to me.
In case you don’t know where the blog is – eatpackgo.com
Within the body of the blog I stated what would work to satisfy me. Amazing, we stayed there in May and it is now August. I am curious- is the Beverly Hilton independently owned and Hilton has the management contract? Or is the hotel owned by Hilton corporation.
Here are a few suggestions:
(a) The usual “you will get a response in three days” – is silly. Someone at the hotel should see these and respond quickly
(b) If they read them- and respond, and have mixed up the response– then probably a quick email back stating- “oh sorry, I did get the response mixed up.” — Instead, we had no response to me responding back to the Hilton
(c) When you ask what could you do- the above steps- and just reading the blog where I outline the issue and solution makes it appear as if you really did read the blog and are responding instead of asking “is there anything that you could think of that…”
Thank you again for your response- I hope someone will have some response that makes sense soon.
Terry Simpson
New response from the Hilton:
Dear Mr. Simpson,
It was my pleasure speaking with you and assisting in this matter. It is my understanding that the hotel has been in contact with you and they adjusted off your charges for your stay. What we would like to do to regain your trust in the Hilton brand is offer you a Be My Guest certificate that will entitle you to a stay at any Hilton hotel of your choosing. Again I do apologize and we will mail to the address on file.
Should you receive a survey, and you feel that you can not rate my service a 9 or 10 and there is something that I can do to correct that please let me know. I will be more than happy to offer further assistance.
Thanks and have a great day,
——-
Of note: I have never talked with anyone at the Hilton. I don’t see where they addressed my issues about wanting to make certain the staff knew where cribs were kept. They never really seem to know or understand the issue – so how can I rate them 9 or 10?
Great to know that most corporations, even those that are supposed to be geared towards hospitality, really do miss the boat. Wow!
Finally we heard from the “corporate” Hilton- and they sent us a certificate for a free night in a HIlton. We do appreciate that- but what we would appreciate more is the Hilton training their employees that customers are not the bad thing- that cribs should be found at anytime of the night- and that when a traveler comes in the middle of the night, the room should be ready for them to sleep.
The @HiltonOnline did say they read this blog- although they never seem to answer the simple question: will they train the night staff to know where the cribs are kept – and when they get a reservation for a crib-will they make certain one is available.
For some reason- this is beyond them.
Thank you so much- we try to keep content fresh and helpful