i stayed 3 nights, friday through sunday, in late oct at this hotel. a few days after i checked out, i found my bill had extra $62.90 charge. that gave me a negative impression on the hotel.
i made a complain to hilton. the next day, the hotel general manaer called me and apologized and returned the money. besides, she sincerely asked me to comment where they could improve. i told her the miscommunications causing the overcharge (frankly speaking, it was not completely the hotel's fault). i felt the hotel's sincerity to hlep customer solve problems or issues.
i was out of bay areas where i went to school there. i went back there from time to time. i told the hotel manager next time if i chose a hotel in bay area to stay, i would surely choose her hotel again. why? their sincere attitude and customer services make up any of their previous errors.
beginning from next year, i will stay more at hilton. this year, i stayed 150 nights at marriott, 70 at hilton. next year, i think 200 nights at hilton and zero or a little at marriott.
if you ask me why, please read my long posting (Spend 2 hours to write) that complain marriott's customer services. the point is: newport news marriott at city center has the worst staffs. they never listened to me and were not at all willing to listen to me. the first secind i spoke, they began to come up with various excuses to deny me and reject me, even if thyey could make up a false answer that was obviously wrong. so, their worst customer service made me feel disgusting about marriott.
hilton will again be my first choice next year. i earned hilton diamond status 2 years ago and merely maintained my diamond this year by staying 70 nights. after comparison, i found hilton had better customer services thanh marriott. hilton is wiling to listen to me and try to help me solve the issue, while marriott was trying every way they could to reject and deny me.
good customer service. i will surely stay there again when i am next to stay at bay area hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.