Getting right to the point: I was eating breakfast in the lounge and a disgruntled customer was making a scene. I wasn't paying attention but he was talking loudly to the staff and a manager about his unpleasant stay. This seemed to be resolved to some degree and he left with a staff member in tow carrying a tray with his breakfast and a bottle of champagne. On his way out he was still ranting to the staff member following him and as he was walking past my wife and I and he turned towards me and said [racist comment]. I was shocked and did not respond but did bring it up to the desk in the lounge and they apologized perfusely saying they'd speak with the manager.
I heard nothing about it and went to speak with him myself. He said he'd heard about the situation and he was sorry. He said racism towards minorities is strictly illegal in Malta but he couldn't do anything about racism towards white people. He added "I don't think he made the remark to you, he just said it when he was around you." I was taken aback.
All in all the stay was so so. Broken sauna, cold indoor pool, room service would not pick up the phone for about 45 min. But the staff was extremely friendly and energetic and the lounge was fantastic. So nothing I would normally complain about.
I don't really know what I want but I am very upset with how this was handled. I am invested in Hilton and don't want to simply boycott. What would you do in this situation?