Shocking customer service - 二世古日出山庄 (二世谷町) - Hinode Hills Niseko Village - 35条旅客点评与比价

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Shocking customer service

二世古日出山庄的点评

2025年01月18日发布于: 海外

点评：As a Hilton Diamond member I am very disappointed by the level of customer service provided by a hotel that brands themselves as “Small Luxury Hotel”. The reception staff are mostly young and inexperienced, certainly not trained up to an acceptable level of Japanese and luxury hospitality. We booked with Hilton Honors points and, despite the Hilton Honors redemptions terms clearly stating that all taxes are included, they still charged some fees and taxes, which I am not disputing are not legitimate, but this was not shown when making the reservation. They refused to refund and said it’s Hilton’s/SLH fault. Reception staff also mentioned that in fact Hinode Hills isn’t part of the SLH chain which is baffling as they had a big plate showing the SLH logo in the lobby. Breakfast was very limited and quality wasn’t up the standards of a luxury hotel. The only good point is the cleanliness of the room, which was spotless. Next time I will be back, I will definitely choose a more reputable hotel such as the Hilton or the Ritz.

翻译：作为希尔顿钻石会员，我对这家标榜“小型豪华酒店”的酒店提供的客户服务水平感到非常失望。接待人员大多年轻且缺乏经验，显然没有接受过可接受的日语和豪华酒店服务培训。我们用希尔顿荣誉客会积分预订，尽管希尔顿荣誉客会兑换条款明确规定所有税费均已包含在内，但他们仍然收取了一些费用和税费，我不否认这些费用和税费是不合法的，但在预订时并没有显示这些费用和税费。他们拒绝退款，并说这是希尔顿/SLH 的错。接待人员还提到，Hinode Hills 实际上不属于 SLH 连锁酒店，这令人费解，因为他们在大堂里放了一个印有 SLH 标志的大盘子。早餐非常有限，质量达不到豪华酒店的标准。唯一的优点是房间干净整洁，一尘不染。下次我还会再来，我一定会选择更有信誉的酒店，比如希尔顿或丽兹酒店。

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