I would like to start off this review by saying that I've stayed here before and no complaints, aside from the rather tired decor. Upon check-in, which was efficient and pleasant, we arrived to one of the double queen junior suites, which we had stayed in previously, to have updated furniture and decor. The room was extremely clean and well presented, and don't have a single complaint about the actual room or any of the facilities. The service failure began upon arriving at the Club Lounge. The attendant, whose name I did not catch, was much more interested in gossiping with the chef that was delivering the food than assisting guests. They were wildly describing their previous night out, saying a lot of pretty inappropriate things that one would not want mentioned in front of guests, much less the guests that are paying higher rates, and Hilton's most valued guests. Sadly, it only got worse the next day. We noticed the next morning that the credit card on file had been over-authorized. Having stayed at many hotels and dealing with this issue before, we simply approached the desk and explained the issue. A credit card authorization release can be a lengthy process, but it's fairly simple, and it's the hotel's duty to take care of it for the guest, as it is the hotel's mistake. We encountered a woman named Enid at the desk. She is probably one of the least caring hotel employees I've ever encountered. She basically told us it's our problem and that we needed to call the bank to get it released. My entire party was absolutely flabbergasted that an employee at a 4-star hotel could be so careless. Eventually the Director of Front Office attempted to become involved, but made no real effort to assist or take command of a horrible service failure. An hour and a half after initially coming to the desk, we were forced to leave without an acceptable resolution. While I love the hotel, the extremely poor, careless service from this last trip will likely have me stay elsewhere when I visit Cincinnati.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 15, 2013
Report response as inappropriate
Thank you for taking the time to complete a review of your recent stay on TripAdvisor.
Let me begin by thanking you for again selecting our hotel for your stay in Cincinnati!
Thank you too for your kind comments regarding the décor and cleanliness of your guestroom. We are pleased to know that you enjoyed the upgrades we have completed in our rooms and found our housekeeping to be up to its usual high standard.
Please accept my sincere apology for your description of your encounter with our team members in Belvedere Club. We normally receive really excellent comments about the work that they do on behalf of our guests. I’m sorry to learn that this occurred. Thank you for letting me know.
We also regret the issue that you have descried with billing for your guestroom. I wasn’t able to uncover your information from your stay so I’m not able to respond to your concern. I apologize, however, that you did not find our staff to be helpful and pleasant in trying to resolve this for you. By your description, I believe what they may have been indicating is that the bank will not speak with us or resolve a credit concern directly. They require both the card holder and the hotel to be involved in the discussion. I would be happy to hear more about your concern and address this personally. You may reach me at Michel.Sheer@Hilton.com to do so.
Michel A. Sheer
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.