Guest User
September 26, 2024
I had high hopes for this place being a Hilton property, and brought about 7 rooms of business for this location. On the "plus" side, it's clean, new, modern, the breakfast has variety and changes slightly each day (was there for 5 days). On the minus side, there is a lot of miscommunication, or NO communication. The internet in the room would not connect to a desktop computer, needed for business communications. A young lady from the front desk came to investigate, but she wasn't technical, so didn't know how to resolve it. The next day, I was later given a telephone number that I would have to call to try and resolve their issue. I wound up having to use my phone hotspot to have connectivity, but I never use my phone for data, so my plan has minimal data allowance, so using it for a hotspot was going to result in HUGE personal data charges to my phone. I was, about mid-stay, told that I would get a $17 credit per day for the lack of Internet access. Later, the "story" changed and I was told that was for incidentals. "INCIDENTALS ?" Incidentals are what you get charged at a Motel 6 because they think you are going to steal the towels, or at a low tier hotel where they think you're going to raid the mini bar, but this was supposed to be a HILTON property. YOU AFRAID I'M GOING TO STEAL THE TOWELS, TOILET PAPER AND SHAMPOO? Part of the miscommunication may be that no one you can talk to seems to speak English as a first language. When I checked out there was no credit to the bill, so I told the front desk clerk there was supposed to be a credit for the lack of Internet. Of course... he wasn't empowered to do anything and gave me some song and dance that because it was with a group I brought there, someone else higher up had to look at it, so I left with the issue unresolved. Do you think anyone called to discuss the issue? Of course not. I wound up calling Hilton Corporate to get some help, they contacted the hotel, and spoke with some manager who claimed it was not brought to his attention- so he felt NO OBLIGATION TO DO ANYTHING. Well...how am I supposed to know that, and why aren't his people who ARE aware of the problem working on it? Fortunately, Hilton Corporate wanted to make it right- SINCE THE HOTEL WOULD NOT, and even came up with more excuses to not claim responsibility. A GUEST should not have to fight for what is right, when something was wrong with the stay. This is after all, supposed to be a HILTON property, not some 4th tier hotel chain. Three days after checking out, no communications from the HOME2, but corporate was right on it and has resolved the issue, even if the HOME 2 wouldn't even own up to the problems. Imagine how great this place could be if the EMPLOYEES AND MANAGEMENT cared about the GUEST EXPERIENCE? The employees and management are the weakest link to the experience, which is very sad. I've stayed previously at the Hilton Garden Inn in Wilkes-Barre, and they truly seem to care about their