A LoyaltyLobby reader dropped me an email about a letter he had sent to the CEO of Hilton after unsatisfactory stay at the Hilton at Resorts World Bimini in the Bahamas.
You can access the website of Hilton at Resorts World Bimini here.
Here’s the email from the reader:
Never heard back from the CEO Hilton –
Christopher J. Nassetta
President & Chief Executive Officer
7930 Jones Branch Drive
McLean, Virginia 22102
We recently stayed at your category 7 property in Bimini, Bahamas from 1- 4 July 2016.
I would like to inform you of what my Diamond status with Hilton was like while resident at that property.
1) The promised complimentary shuttle on Day 1 which was to pick us up at the airport and transfer us to the hotel showed up 22 minutes after the flight had landed. We waited in 90 degree weather for the transportation.
2) Through the website, we requested extra pillows. They were never received in the 3 nights we stayed.
3) 2 tours were mentioned in the in-room “Services” booklet. When we called the concierge to book the tours – he confessed that he knew nothing about the tours – that we should go to the Resorts World Bimini website.
4) Maid service was of questionable quality – dirty toilet, no tissue or towel replacements until final evening.
5) Icemaker machine on the 4th floor near our room 465 did not work the entire time we were there although we reported it 3 times to staff.
6) Public Men’s Room toilet near room 402 was a) dirty, b) had no lock on stall door and c) had urine on the floor.
7) Elevator near room 420 did not work at all ever.
8) We found beverages and snacks outrageously over-priced at “Treasure Hunt” store.
9) One of the clothing shops at Fisherman’s Wharf was NEVER open.
10) The service at the restaurant in the casino was very slow. It took us 23 minutes to get a sandwich we ordered. When we questioned the server about the poor time management – she replied that there were many tables with orders before us. Is that an answer? Staffing issues should not be customers’ concerns.
11) The complimentary shuttle service to Alice Town is at inappropriate times. Shuttle only ran from 12-5PM (in the heat of the day) Why not in the morning when it is cooler.?!?!?
12) We heard many employee complaints about how Hilton had taken away their employee discounts except for managers. Why are we subject to employee discontent?
13) Our room A/C broke down in 92 degree weather one day. 2 repairmen seemed unable to figure out the problem – we somehow fell asleep for our afternoon nap even though it was 87 degrees in the room. We woke up to repaired functioning A/C but with no explanation or apology.
I expect much more from Hilton.
What do you think?
Just had a look at the TripAdvisor reviews for this hotel in the Bahamas. It does appear that it was recently opened and not all the facilities are ready yet or employees up to speed. This is usually the case with new hotels unfortunately (and especially in places such as the Caribbean). If you want more refined experiences, you should wait at least 6 to 12 months after opening before staying at.
I think that the problem here is that when you sent something like this to the CEO of Hilton how should they react? Obviously they don’t see this but executive customer service team will get it on their table.
In my opinion, the best way to escalate these issues would have been and still is via Hilton’s Guest Assistance.
The reader should forward the letter by email to firstname.lastname@example.org and request it to be forwarded to the Guest Assistance department.
I would say that this is worth two Be My Guest certificates. I’ll hope that the reader will let us know how the Guest Assistance handled the case.