Pros and Cons - After spending over 450000 points - Iffy Customer Service
My husband and I reserved Executive room for 4 nights using points and paid for our 5th night. I have been a Hilton Honors member for many, many years. I usually book Hilton properties when I travel for business or pleasure. For the most part we did not experience problems, except for 1 item that took 4 days to be resolved. Based on our experience, would I stay there again? I would like to say yes - but for now it's a lukewarm Maybe.
Here's a summary of pros/cons:
Pros:
Executive king rooms is spacious - loved the heated bathroom floors
Beautiful Grand Salon
Convenient, easy, and delicious dinners at Le Pain Quotidien (QPD).
Executive lounge staff is wonderful. Rachel lives and breathes customer service - very helpful, caring and sparkling personality. Nice setup - would have liked to have sparkling wine and other beer than Heineken offered. Yummy breakfast - nice selection in the breakfast restaurant.
Great location - easy to get around the city.
Cons:
Adjoining room doors needs to be better insulated. Too easy to hear conversations from next room
Executive lounge is too small -the breakfast restaurant has to be used for overflow during evening reception.
Received turn down service only 1 night out of 5
Concierge provided wrong metro information - a transfer station that was suggested has been closed for over a month. It caused us to take a much longer route since we didn't discover it until we were already on the metro. Changes and closures (strikes) happen. Suggest review of the metro/RER website for closures/interruptions be part of the daily briefing, before the start of a shift.
Our room safe did not work from Sunday until Wednesday. We asked 4 times for it to be fixed - informing both the front desk and the Concierge. This meant we had to caring around with us items I would have preferred to leave in the room safe. Huge Inconvenience! On Wednesday, Louis from the front desk said he would personally take care of it. After waiting a long while, my husband phoned the desk to inquire about and was told he left for the day. My husband worked with another associate (Emmanuelle) and the safe was finally repaired. We're on vacation, so for us to spend time waiting for the safe to be repaired made us not satisfied with our stay.
The Hilton Guarantee is "If you're not satisfied with your stay, let us know and we'll MAKE IT RIGHT". On Thursday, we spoke with Manon, the Assistant Duty Manager regarding this matter. Initially, we were offered 15,000 Hilton points. After spending over 450,000 points (over 100,000 per night), that did not seem to be a fair offer. We requested credit for one night's stay and transport to the airport. A few moments later, Manon verbally said she could offer 15,000 points and transport to the airport. We asked to think about it. Within a few minutes, we received a text changing the offer to be 15,000 points or transport to the airport. In the end, we were tired of going around and around and took the transport offer. Based on past stays with Hilton, I just did not feel they cared about us or our vacation. They cared only about revenue and sales metrics for their property. read more