After my stay at the Hilton Bahamas, I received an email from Hilton Honors to fill out a survey about my stay.
I filled it out honestly telling them that I felt that the entire hotel staff was a bit surly and pretty bothered by doing anything for their customers.
I didn’t make any demands in the survey – I just gave them what I felt was honest feedback about my staff. I’m not the type that sends out letters to complain. In fact, it really does take quite a bit to get me agitated.
A few days later I received an email from Hilton Bahamas.
Good morning Mr. Milesquest
Kind regards from all the team members at the British Colonial Hilton in Nassau.
We appreciate you taking the time to fill out our Guest Satisfaction Survey. We truly regret that your experience with us did not meet your expectations. As a Hilton Honors member, we value your loyalty and your choice to stay at our hotels.
Please accept our sincere apologies for the lack of friendliness and helpfulness you perceived during your stay. We hope that you will give us another opportunity to recover your loyalty and provide the service you deserve and our brand is known for. We’d be glad to credit 1000 points back to your Hilton Honors account that you may use for further reward stays at any of our properties.
We do take our guests’ comments very seriously and follow-up on every issue that is brought to our attention. Thank you once again for your feedback, which allows us to constantly improve and strive for excellence. Do not hesitate to comment on any other concerns you may have regarding your stay or to keep us informed regarding your upcoming trips to Nassau. We will be pleased to have you with us soon.
British Colonial Hilton
¨It has been and continues to be our responsibility to fill the Earth with the light and warmth of hospitality¨- Conrad N. Hilton
I do appreciate the fact that they actually read my survey – but offering 1000 points back from a 100,000 point redemption? Why bother? I frankly wasn’t looking for any points back.
I really hope that the Hilton Bahamas can take some cues from the Atlantis resort in regards to customer service. The management of the property should go spend a weekend and then return to do some training.