I stay regularly at this hotel on business and it really is a hotel of two halves. The staff are very pleasant and visible, the rooms are okay (standard Hilton offerings), public areas are welcoming and the food is nice (if overpriced). However they consistently fail to get the basics right and here are a couple of examples. Some of you may think me harsh but my role is Customer Experience and Continuous Improvement and if a hotel can't even get the basics right, then what hope do they have of delighting me?
1. Every morning for breakfast I have smoked salmon and there always used to be wedges of lemon available to drizzle over it. The last three times there hasn't been and when I have enquired the staff seem very surprised and say 'Oh, I can't understand that there should be'. If someone has brought it to your attention would it not be an idea to make sure there was lemon available?
2. Every time I check in I am asked if I would like a newspaper. 'Yes please The Times'. This is then repeated back to me in confirmation and I watch them enter it into the computer. Last two visits no newspaper. When I point this out the look of surprise on their faces is something to behold.......yet still no paper materialises. Lots of apologies and 'I will make sure this doesn't happen again' and 'I will bring this to the attention of the management team'.......yet still they fail to implement what should be a very simple process. Last evening the guy checking me in even said 'Welcome back Mr Heaven, it's The Times you have isn't it?' What a nice touch that he 'delighted' me but then failed so miserably to follow through on what he had promised.
Come on Hilton sort it out, you've been in this game a long time but it's getting to the stage where the only reason I stay is because of the gym, but I'm sure there are other hotels with gyms............
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- Also Known As:
- Hilton Bracknell Hotel Bracknell
- Hilton International Bracknell
- Bracknell Hilton International
- Hilton Bracknell Berkshire