Untrained reception trainees
Staff that do not understand what they are doing spoilt a final dinner for our family before we went separate ways.
A trainee on reception did not understand what he was doing, a clerk came to help him, she gave up and left. The day manager was called she did not seem to want to know what was going on. We had two rooms booked, one for three and another for two people. They had the booking for three, but not for two. They could not find the booking, while I had the receipts for both rooms. It took one hour plus to try to book in after waiting in line for over fifteen minutes.
I am disabled and standing is not without major pain. Did this bother them, no way. I had requested two rooms close together, as we had children with us, they finally gave us one room at the opposite end of the hotel to the other, and this is a very long hotel at Gatwick. I told the trainee clerk who talk tp another that I could not walk that far, buy sorry nothing they can do. The Hilton Motto is " If you're not satisfied with your stay, let us know and we'll make it right"
They should teach the staff to read this as the signs are all around the hotel.
I was so upset by their attitude and lack of care. When I asked them to look up my Hilton Honours information, they refused. The only person who seemed to care was a concierge named Shannan, who asked what was the problem. He took our keys and a few minutes later came with keys for two rooms closer together. He could do this so quickly, what happen at
Comment from Hotel Management
6-Jun-2017 by karen, Hotel Management
Thank you for choosing the Hilton London Gatwick for your accommodation on this occasion. It is clear that in some areas we did not achieve the scores or deliver the quality one would expect and please accept my sincerest apologies. I do hope however that we may still have the opportunity to welcome you back to this hotel in the future. Sincerely,