This was the worst experience I have ever had at a Hilton franchise hotel. I booked a room for 5 adults with 2 queen beds and a sofa using *******. However, upon arriving at the room, I only saw 2 queen beds. After noticing this, I went back to the front desk.
A young man at the front desk was very nice by the way , and informed me that he would ask the manager to change me to a room with 2 beds and a sofa. The manager, whose name is Jonathan, responded in a very nasty way, telling me that I needed to fit the 5 adults into two beds, and if I wanted a sofa, I would need to pay extra.
I explained to them that it was impossible to fit my wife and my 20, 22, and 24-year-old sons in two queen beds. Their response, without even looking at my face, was that they had seen other guests do it before. My reaction was just to laugh and tell him not to take me as a joke.
The manager then left the counter, leaving me talking to the young man at the counter who didn't even know what to say. I called *******, and they quickly contacted the hotel to speak with this guy, Jonathan, who refused to change the room. At this point, *******'s customer service credited my account for the difference and took care of the problem. ******* rocks! Hilton manager, you have no idea what the word 'hospitality' means."
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