When we arrived to Fort Lauderdale airport after midnight due to a flight delai, we realized that we made a mistake in booking, we called the hotel and we tried to explain to Cara that we need the room for the same night and not for the following day. She stated that they have rooms available but there is nothing she can do because the reservation was made thru a third party (Hotwire) and that if we want to get a room we have to pay for it again.
For over 20 minutes we were trying to convince her that it was a honest mistake, and we just need somewhere to sleep for the next few hours.
She called her manager M Melon who showed no interest in assisting a long time loyal customer and Hilton HHonors member, refused to speak to us on the phone and just rejected our request,
Mr Melon (I hope I spell his name correctly) was indifferent and didn't show no consideration to my longterm loyality to the brand; he failed to use better insight to assist a family with kids in the middle of the night, he failed to understand what HOSPITALITY is all about.
I believe that the front desk staff and managers completely reflect the hotel and corporate management competency; and based on this experience, I sincerely believe that Hilton local and corporate management are COMPLETELY INCOMPETENT and if I could give this hotel 0 stars, I definitly would.