Embassy Suites by Hilton Deerfield Beach Resort & Spa

My name is Andre. I have stayed at this property twice already this year. It's conveniently located and it's right on the beach. However, on my most recent visit (Sunday August 3rd), I didn't feel that the customer service matched what I had experienced back in May. The Starbucks coffee machine wasn't working, and I received a poorly worded response from the male front desk clerk that was on duty around 9:30pm that night as to why it wasn't working and when it was going to be repaired. The response I received was not very professional nor was it nice. Now here is the issue, I am a Hilton Team Member. I have been in the hospitality industry for 25 years. If I had said what was said to me on the phone that Sunday night, the guest would have called corporate and probably would have written multiple reviews on different sites about "DO NOT STAY HERE." That's not my point of this review. The point is, I did call corporate. This particular hotel is actually Hilton owned and not franchised, so I'm quite surprised that my issue was overlooked and ignored. I wasn't necessarily looking for compensation, I don't need it. I was just looking for an apology and a acknowledgement of my issue. When I called and tried to speak to the Director of Front Office, the front desk was busy when they answered the phone, so they would greet the caller with, "Thank you for calling Embassy Suites Deerfield please hold." They wouldn't give you a chance to answer because they would immediately place you hold, for SEVERAL minutes I might add. That was frustrating! Like, extremely frustrating. So, after 4 times of basically hanging up and calling back when I finally got through to someone, I was told the managers are in a meeting. So, I don't give up that easily! I called back the next day and spoke to Irena I believe, who was very nice. She patched me through to the Director Of Front Office, who was absolutely no help at all. I honestly didn't have to give her my name or anything because she already knew my information because she resolved my initial Hilton complaint without even so much as apology despite the email from Hilton stating that the hotel will contact me within 3 days. That's honestly why I have pursued this so much, because that's not how you treat your guests, no matter how much they have paid for their room. That's just not right. While I understand that asking for compensation while staying under the Hilton Team Member rate is not allowed, please understand that an apology and an acknowledgement goes a long way. In this case, none of that was given. I am aware that the Director Of Front Office reported me to Hilton for violating the terms by asking for compensation. However, I have already spoken to my ownership and told them what happened, so I'm not worried about any blowback from that. They know that I typically don't create drama when I'm representing our company while traveling, so they have my back 100%. It's the principle for me. No matter