Originally Posted by
ksen2020
That is a most lame excuse; if a franchisee / operator of a major brand like Hilton, for a property in an airport like LHR, cannot have staff to answer e-mails then they should pull down their shingle and do something else. Besides even the busiest hotels have a lot of downtime in their front offices, when traffic is low. Why cannot several FO staff (receptionists / concierges / porters etc) be designated to answer simple e-mails when they have no customers in front of them? Even hotels in third-world countries where English is not the lingua franca have staff who do a great job of this and do you mean to say that a Hilton in London cannot find staff for this task? Come on.
And I also did not mean to imply it was right either. Not making excuses at all. Just suggesting one scenario. And did not say they could not find staff to do it. Just that maybe they have not designated staff to do it. Which is why my first words were that I was not defending the hotels. My brain knew what I meant, guess I just don't have the gift of gab to get my point across as I meant it.