This hotel needs either better training or a change in leadership. Just came off of a two night stay in the most expensive suite in the Santo Domingo Hilton; between food, calls and room, the bill was more than $1000. My stay, however, was completely soured upon checkout when i noticed that they charged an extra guest fee for my girlfriend. When i showed them that my reservation was indeed for two guests and that I was issued two keys and that i had already PAID for the extra guest surcharge (however ridiculous this sounds) in my original billing, the manager on duty refused to acknowledge the payment and insisted that my girlfriend be present at time of checkin. Inability to be physically present at checkin rendered this payment, approx $80, utterly useless.
Follow me here, having prepaid the guest fee for 2 nights and now on the verge of having to pay a third fee on my 2 night reservation, what made my situation more preposturous was that my girfriend arrived a day late and therefore she only stayed one night with me. So one could make the case that this brilliant manager should be crediting me with a guest fee not charging me for the third time.
She duly explained that this illogical and predatory policy is stated in fine print that i summarily signed upon my checkin, and with a smug smile on her face shooed me away. One can normally encounter this type of obtuse management from properties that aspire to less. Hotels that no matter what the cost, will endanger the possibility of future business to make a quick and in this case unjust buck. But this is supposedly a five star hotel, with business clientle dropping a grand for a couple nights; one does not expect to get "worked". If there truly is someone that runs this property with some hospitality background, it would make sense to move this "manager", i believe her name is wanda, to a position that better suits her abilities. She has no concept of customer service.
Maybe Wanda could be a taxi dispatcher, where narrowmindedness and pedantic adherence to stupid policy may actually be of some use. But please NOT manager of a property. When her own front desk employees roll their eyes at her conduct, its time to make a change. Criteria is the essence of being a manager.
The result is Wanda won. No matter how much i tried to convince her that i was being twice charged, she truly wanted to hear nothing of it. I had to catch my flight, and wanda got to charge me $40 more. Good work Wanda!
I have worked for many years in Marriott and this type of behavior i am lucky to say is the exception in this age of enlightened customer service.
My recommendation - fix this immediately. And if this commentary just so happens to end up in the right people's hands, someone may want to think about reimbolsing my card for $40.
I rarely write reviews because i dont like to cause problems, but this incident was so agregious, Wanda it seemed, actually took pleasure in engaging in a practice that obviously upset one of her hotel's clients. And that my friends has no solution. Its very difficult to retrain that instinct.
Will never stay in this property again, i advise fellow travelors to check out the executive suites at the embajador (7th and 8th floor) Nice rooms and excellent customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2013
Thank you for your comments and input regarding your stay at Hilton Santo Domingo. I apologize for any inconvenience you may have experienced and would like to take this opportunity to clarify the policy, which is prominently displayed on our website and front desk.
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By law, all hotels in the Dominican Republic must keep a register of all guests. Article 541, Chapter 6 of the Tourism Law of the Dominican Republic states, “All hotels must keep a register with a name and address of each guest as well as other identification data. Such form must be signed by the guest.” In an effort to preserve the safety and security of our guests, we strictly enforce this law with any individual visiting a guest room. As a consequence of this law, a multiple occupancy supplement is assessed for additional guests visiting a guest room, as would be the case if the guest registered at the time of check-in. Please note that there is no fee applied for visits throughout our public areas and guests are always welcome to use our public facilities at no charge.
I deeply regret any misunderstanding of the policy and can assure you its intention is never to disrespect our guests.
Indhira Pérez Mendoza | Manager – Quality
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.