Originally Posted by singal3

That is pretty on brand with my experience with resort's management pre-arrival. I had a pretty frustrating experience with the entire process and needed to get Hilton corporate to intervene.. I never once had an acknowledgment or an attempt for service recovery once on site or pre-arrival (the working staff was superb).

On the resort property I witnessed senior management routinely dining at the customer facing side of the restaurants and ordering everything off the menu.

I saw plenty of management throughout my stay but never witnessed them greeting guests. Although, I did see the GM driving his Ferrari around the resort, there is an Instagram about him bragging about it. Perhaps others had a different experience, just sharing my perspective.

In the end an email to Chris Nassetta received the attention of the Corporate team, who helped correct the issues I had, which is what I recommend you do.