Booked a room for myself and my two young children for a one night âstaycationâ. We were excited to swim in the rooftop pool for a few hours, and then had plans to retire to our room for movie night and dinner via room service. What a disappointment to find out upon check in at the front desk (and only because I inquired about the hours) that the pool and adjoining restaurant were closed for the rest of the day, due to a private event. My children had talked about the rooftop pool our entire hour drive up from Ft. Lauderdale, and could hardly contain their excitement as we pulled up to valet out front. Just ten minutes later, they were both devastated (my 7-yr old in tears) that their trip had been âruinedâ. It broke my heart to see them so upset. I was determined to make it right, so I told the gal at the front desk we were leaving, and we went down the street to the Marriott, instead.
There must be a better way to communicate with your guests about amenities being closed BEFORE check in. I wasted so much time in line for valet, unloading luggage, standing in line at reception, and walking through almost every single step of check in, before I knew anything about the 13th floor being closed. I understand hotels make a substantial amount of revenue from private events, not unlike the one we were at the mercy of tonight. But how much revenue have you lost from people like me, who will forego disappointment the next time around, and avoid staying with Hilton in the future.
