AdNorm
9. September 2023
The Hilton app is great and lets you make reservations, check-in early, check-out, digital key, etc. WARNING, not all things are as great as they appear. Here’s the background story: Our reservation was for 5 September. This is our late summer mini vacation to Port Aransas. On September 4th I decided to check the app and discovered that check-in is available. I select the “pick your own room” option. I see two rooms are available on the first floor. This is wonderful because, as my wife and I age, we need the ease of getting in and out that comes with the first floor rooms. I select Room 101 and my check-in is complete. How easy is that! I sign up for digital key and I’m as happy as a Lark. This was all on the 4th mind you. We arrive around 4:40 pm on September 5th. I park on the east end of the lot because I know 101 is on the very east end and there is an entrance door there. Easy in and out. But wait, when pulling up the digital key on the app, I discover the room says 201. That can’t be, that’s not on the first floor. We stop at the desk only to discover my room was changed without notice or explanation. Not a happy camper right now. I’m not sure what upsets me more, not getting the first floor or not getting a call that the hotel made that change without notice. I have used the check-in app before and have always gotten the room I checked in to. As a customer, I have no idea what went on behind the scenes. Was there an app malfunction? Was there a manual human input error? Was another customer given that room because they arrived earlier? If I were king, here’s how I would operate. If the front desk is changing an app-created room check-in, I would require the employee making the change, to annotate the reason why and contact the customer to apologize and inform them, and ask them if they would prefer to stay on the first floor (if available) or whether they had another floor preference. I would also offer some kind of upgrade to compensate for the error. Maybe a free night, an upgrade to Diamond status for that stay, or something. Knowing ahead of time would have meant that I would not have parked at the east end. Especially if I knew we were going to have to use the elevator. ********* Now on to my regular review. This Hampton has been our “go to” hotel for a number of years when visiting Port Aransas (almost annually). Based on other Hamptons we’ve been to recently, it seems some maintenance issues are cropping up and not being taken care of properly. Little things, but appearances reflect pride in their property. The room entrance door will not close on its own. This is rare for a hotel room. The customer must push/pull to ensure the door is closed and locked. The room is large with a small fridge and microwave. The layout design of this particular room is a bit odd. There are no towel racks or bars to hang slightly-used towels on. Really? The tub/shower room only has a passive vent, no fan, so it doesn’t v
Übersetzen