Atta Ikede

October 2, 2009

Why I hate Hilton hotels

Filed under: Uncategorized — attaikede @ 4:41 pm

Sigh. Once again, I’m reminded of why you should never spend your own money staying at any form of Hilton hotel.

1. Internet is never free and rarely wireless. Thank goodness this time i was at a relatively new Embassy Suites, which at least is designed for a working person… i.e. I could use my laptop and watch TV at the same time. But still! It was wired fricking internet! I couldn’t use it from my bed. I couldn’t even sit on the couch! The wireless situation alone is a massive fail. The hotel I was staying at was built last year, and is in Glendale (hardly a hotbed of tourist activity) which adds to the shockingness of it all.

2. The customer service is robotic, soulless and generally sucks. Always. Companies like this don’t bother to actually hire nice people in customer facing positions. They just take whoever, which means you spottily get stiff people, friendly people, and overzealous juice servers. When I checked out this morning, the robot at the desk printed my receipt 3 times and asked me if I wanted to keep them in a syrupy voice while she tapped her acrylic nails on the counter. It was painful. I took two copies and left the third, in the false hope that this would intrigue her. (Doh! Robots can’t be intrigued!)

3. They penny pinch the small stuff. I left a tank top hanging on the back of a door in my hotel room. I stayed at the hotel for a week, which cost about a grand. Upon arriving in SF and discovering my error, I call up the hotel and ask them if they can mail the clothing back to me. Their response was that they offer a complimentary service of mailing the clothing back to me, but they use fedex and have no idea how much it’ll cost. wtf! What part of this service is complimentary!? I asked the hotel clerk how I was supposed to optimize between the cost of replacing the blouse and having it mailed back. For all I know, they’re charging me a service fee in there as well, or maybe they’re going to opt for the most expensive mailer. Who knows! Due to Issue 2 above, the woman I spoke to was useless in answering any of my questions. I asked her if she could mail it USPS and she was clueless about that too. The thing that really annoyed me during the whole encounter was her condescending tone and the repetition of the word “complimentary”. Complimentary means free. If I’m paying for something, IT’S NOT COMPLIMENTARY!!! @#*&! I got a little more irritated each time she used that word, to the point that I told her I was shocked that the Hilton would be penny pinching in this manner and insisted I be connected with the manager! Unsurprisingly, there was no manager around and I got the runaround and had to call back. This time I got connected with some other person who seemed a little less robotic. This person offered to call FedEx and get a price and then I could approve it. He also asked me which kind of shipping I wanted, which was nice.



  1. “the robot at the desk”

    Comment by picnic buddy — October 3, 2009 @ 6:34 pm

  2. write a letter. i complained about shockingly bad service at the hilton in barcelona. the manager personally wrote me an email and offered to have me come back for 2 nights free stay. of course i would have had to pay for the flights there. however i had booked the stay on points, and he refunded 1 of the 2 nights’ points. so that was good. you never know, i would complain.

    Comment by cat — October 8, 2009 @ 9:55 am

  3. Oh … good tip! I’ll definitely do that.

    You’re such a world traveller Cat. Next time I see you, you’re going to make me feel like a bumpkin! Hehe.

    Comment by attaikede — October 9, 2009 @ 3:54 pm

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