A great Hilton Customer Service Story
Apr 11, 2020, 11:57 am
#1
Original Poster
Join Date: Jun 2018
Location: Nevada Ohio Florida
Programs: WN A+, CP, HH Diamond, National EE
Posts: 44
A great Hilton Customer Service Story
My wife and I are planning to move to the Las Vegas area. Our plan is to sell our home, move to Vegas and stay in a hotel while we search for a new home. Our home sold just before the Covid-19 began the process of staying at home and businesses closing.
We made reservations a couple of months ago at the Homewood Suites Las Vegas Airport. There is no casino attached, so I was not concerned they would be closing.
Surprise! On Friday, 4/10, we received a call from Ruby Florence, the Front Desk Supervisor. (She did give me permission to use her name for this story). She let my wife and I know that unfortunately, the hotel would be closing on April 12. She also asked if she could help transfer our reservation to a nearby Hilton family hotel.
We said yes, please. We wondered if there was any way to pay the same rate, since the Homewood Suites Las Vegas Airport was a little less expensive than the other hotels in the area. She said she would call around and see what she could do.
She called back a bit later giving us some options and the rates those hotels were willing to charge us. While these new rates were slightly higher, they were also well below what the hotels normally would charge. We selected one of them and Ruby said she would give the manager of that hotel our information and they would reach out to us to complete the reservation. Well, we got that call this morning and are now set for our (at least) 2-month hotel stay in Vegas.
This all happened within the space of about 18 hours.
I just wanted to share this experience with the forum. Ruby Florence, to me and my wife, went above and beyond what she needed to do to accommodate us, especially as this must be an extremely stressful time for her and her staff. Thank you Ruby!
We made reservations a couple of months ago at the Homewood Suites Las Vegas Airport. There is no casino attached, so I was not concerned they would be closing.
Surprise! On Friday, 4/10, we received a call from Ruby Florence, the Front Desk Supervisor. (She did give me permission to use her name for this story). She let my wife and I know that unfortunately, the hotel would be closing on April 12. She also asked if she could help transfer our reservation to a nearby Hilton family hotel.
We said yes, please. We wondered if there was any way to pay the same rate, since the Homewood Suites Las Vegas Airport was a little less expensive than the other hotels in the area. She said she would call around and see what she could do.
She called back a bit later giving us some options and the rates those hotels were willing to charge us. While these new rates were slightly higher, they were also well below what the hotels normally would charge. We selected one of them and Ruby said she would give the manager of that hotel our information and they would reach out to us to complete the reservation. Well, we got that call this morning and are now set for our (at least) 2-month hotel stay in Vegas.
This all happened within the space of about 18 hours.
I just wanted to share this experience with the forum. Ruby Florence, to me and my wife, went above and beyond what she needed to do to accommodate us, especially as this must be an extremely stressful time for her and her staff. Thank you Ruby!
Apr 12, 2020, 4:54 am
#3
Join Date: Jun 2002
Location: Newcastle, UK
Posts: 2,379
Good to hear some good news. Well done Hilton and great service from Ruby Florence in going the extra mile to look after you. You hear of so many hotels closing and leaving guests in the lurch to sort out their accommodation problems themselves. Must be a difficult time for you to be looking for a new home. Hope all goes well for you and stay safe.
Apr 12, 2020, 9:22 pm
#4
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,041
Viva Las Vegas!
Summers are hot here. There were 24 days of 110°F or more last August. Pay attention to north-facing windows (cooler) and shade trees to the south and west.
Summers are hot here. There were 24 days of 110°F or more last August. Pay attention to north-facing windows (cooler) and shade trees to the south and west.
