at the advice of several co-workers, I recently began staying at the HIlton family of properties. I am a platinum member at a competitive hotel chain, so am very used to the way the other company deals with its guests. I was impressed with the security, cleanliness, and friendliness of the staff at the Hampton Inn. I use several kinds of prescription eye drops twice daily that must be refrigerated. Calling into the general "800" number, I was told to tell the front desk at check-in that I needed a small refrigerator in my room. Unfortunately when I arrived there was not one available. Alexandra at the front desk told me they had a refrigerator there I could store the medication in, however; I explained it would be a pain in the neck to come down twice daily (just before inserting contact lenses, and just after taking them out for the night) to use my eye drops. I said I would just put them in a plastic bag on ice in my room. I did mention that my experience with the competitor was that they always (regardless of my rewards level) had a very small fridge they brought to my room when I showed them my prescriptions. I explained that I was trying Hilton properties to make a decision as to whether to switch at the beginning of the year (this happened in December). I was disappointed that Hampton Inn's solution was to offer me the opportunity to store my expensive prescriptions in the front desk refrigerator and would have to think seriously about changing hotel chains. I was serious; I didn't just say this for the benefit of the front desk staff.
when I got to my room and unpacked, the closet safe was broken and the door blocked much of the closet area. I called the front desk to ask that someone come up and fixe it. Apparently Alexandra figure out just how seriously disappointed I was, and that I wasn't just asking for the fridge to store soft drinks (though I asked very nicely for someone to fix the safe). Instead of fixing the safe, she called back to offer to upgrade me to a one bedroom suite with a full kitchen at no charge. I'm not sure that the safe incident had anything to do with it, but I told her she really didn't have to do that and I did't want to get her in trouble. she said they had one available and it wasn't a problem. Alexandra was so sweet. She never got upset, made or flustered even when I got upset earlier at check in. She understood I really did have a special medical situation and went above what she needed to do to find me a solution. she convinced me that Hilton properties really do care, and so did this hotel.
ps...I also loved the hotel. clean, secure, comfortable, everything (except the safe - LOL) worked, friendly people, etc. etc.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 31, 2012
Thank you very much for reviewing your recent stay at our hotel, and for your positive praises about our Front Desk staff. I will be sure to let Alexandra know of all your kind words. We appreciate your recognition that Hampton Inns and Hilton properties in general are dedicated to serving our guests and making you feel like home. Welcome to the Hilton Family and I look forward to meeting you in person during your next Miami visit.
Report response as inappropriate
Christian J. Riofrio
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.