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Erica Wants Your Money
爱达荷南帕希尔顿惠庭套房酒店的点评
点评：Customer service is so lacking. Once you talk to the general manager, Erica....you see it comes from the top.
This is a nice hotel. It's clean. It offers a nice rooms and a decent breakfast. The service there is lacking. They check you in. They answer questions. Beyond that, there is no friendliness. Feels like...this is my job. Don't bother me with anything beyond. My family has stayed here 3 times previously. We drive from Los Angeles to Nampa to visit family 1 or 2 times a year. Like I stated earlier...clean room and facilities. Not fond of the staff. On our last attempt to stay, a winter snow storm came through and we couldn't make the drive through the mountains. We called to see if we could make a cancellation. Guess what...no customer service. "Sure. I can cancel. Yes, you will be charged. No refund." Front desk staff stated she did not have the authority to do so and that her manager, Erica would have to approve it. Called Erica the next day. Claims she left a voicemail. We received nothing. Said would be charged. She couldn't do anything. Basically, too bad. Definitely won't be staying here again. Good Job Erica! Go to Hampton Inn next door instead.
*Update
Was told by Erica that Hilton did not issue a storm warning and so the room was not refundable, alluding that it was Hilton's decision to refund or not. Called Hilton and they stated it's the General Manager's decision to issue a refund since the hotel had already received payment. I called Erica back and she now states, it's her decision but she was still not going to refund the room because the roads were not closed. I let her know that we have video of the drive. I had my kids in the car and snow was coming down good. The roads were not cleared and that we we pulled over a bit north of McDermitt with other cars and truckers. She questioned whether we were actually on the road and said she couldn't reach us. Yes....because we were driving in the mountains with spotty cell service!! Going through N. Nevada and SE Oregon mountaings, not a ton of towns and lots of cell dead spots. Still refuses to issue a refund. Clearly, Erica values $200 over the safety of her hotel guests.
This is a nice hotel. It's clean. It offers a nice rooms and a decent breakfast. The service there is lacking. They check you in. They answer questions. Beyond that, there is no friendliness. Feels like...this is my job. Don't bother me with anything beyond. My family has stayed here 3 times previously. We drive from Los Angeles to Nampa to visit family 1 or 2 times a year. Like I stated earlier...clean room and facilities. Not fond of the staff. On our last attempt to stay, a winter snow storm came through and we couldn't make the drive through the mountains. We called to see if we could make a cancellation. Guess what...no customer service. "Sure. I can cancel. Yes, you will be charged. No refund." Front desk staff stated she did not have the authority to do so and that her manager, Erica would have to approve it. Called Erica the next day. Claims she left a voicemail. We received nothing. Said would be charged. She couldn't do anything. Basically, too bad. Definitely won't be staying here again. Good Job Erica! Go to Hampton Inn next door instead.
*Update
Was told by Erica that Hilton did not issue a storm warning and so the room was not refundable, alluding that it was Hilton's decision to refund or not. Called Hilton and they stated it's the General Manager's decision to issue a refund since the hotel had already received payment. I called Erica back and she now states, it's her decision but she was still not going to refund the room because the roads were not closed. I let her know that we have video of the drive. I had my kids in the car and snow was coming down good. The roads were not cleared and that we we pulled over a bit north of McDermitt with other cars and truckers. She questioned whether we were actually on the road and said she couldn't reach us. Yes....because we were driving in the mountains with spotty cell service!! Going through N. Nevada and SE Oregon mountaings, not a ton of towns and lots of cell dead spots. Still refuses to issue a refund. Clearly, Erica values $200 over the safety of her hotel guests.
翻译：客户服务非常缺乏。一旦你与总经理艾丽卡交谈......你会发现它来自高层。
这是一家不错的酒店。很干净。它提供漂亮的房间和体面的早餐。那里的服务很缺乏。他们为您登记。他们回答问题。除此之外，再无友善可言。感觉就像……这就是我的工作。别再用任何事来烦我了。我的家人之前已经在这里住过 3 次了。我们每年从洛杉矶开车去南帕探望家人一两次。就像我之前所说的......干净的房间和设施。不喜欢工作人员。在我们最后一次尝试留下来时，一场冬季暴风雪袭来，我们无法开车穿过山脉。我们打电话询问是否可以取消。你猜怎么着……没有客户服务。 “当然。我可以取消。是的，您将被收取费用。不予退款。”前台工作人员表示她无权这样做，并且必须得到她的经理艾丽卡的批准。第二天给艾丽卡打电话。声称她留下了语音邮件。我们什么也没收到。说要收费。她什么也做不了。基本上，太糟糕了。绝对不会再住在这里。干得好，艾丽卡！请前往隔壁的汉普顿酒店 (Hampton Inn)。
*更新
艾丽卡告诉她，希尔顿没有发布风暴警告，所以房间不予退款，暗示退款与否是希尔顿的决定。打电话给希尔顿，他们说这是总经理决定退款，因为酒店已经收到付款。我给艾丽卡回了电话，她现在说，这是她的决定，但她仍然不打算退还房间费用，因为道路没有关闭。我让她知道我们有开车的视频。我把孩子们放在车里，雪下得很好。道路还没有清理干净，我们和其他汽车和卡车司机一起把车停在麦克德米特以北一点的地方。她质疑我们是否真的在路上，并说她无法联系到我们。是的......因为我们在山区开车，手机服务不稳定！穿过内华达州北部和俄勒冈州东南部山区，没有很多城镇和很多细胞死角。仍然拒绝退款。显然，艾丽卡比酒店客人的安全更看重 200 美元。
这是一家不错的酒店。很干净。它提供漂亮的房间和体面的早餐。那里的服务很缺乏。他们为您登记。他们回答问题。除此之外，再无友善可言。感觉就像……这就是我的工作。别再用任何事来烦我了。我的家人之前已经在这里住过 3 次了。我们每年从洛杉矶开车去南帕探望家人一两次。就像我之前所说的......干净的房间和设施。不喜欢工作人员。在我们最后一次尝试留下来时，一场冬季暴风雪袭来，我们无法开车穿过山脉。我们打电话询问是否可以取消。你猜怎么着……没有客户服务。 “当然。我可以取消。是的，您将被收取费用。不予退款。”前台工作人员表示她无权这样做，并且必须得到她的经理艾丽卡的批准。第二天给艾丽卡打电话。声称她留下了语音邮件。我们什么也没收到。说要收费。她什么也做不了。基本上，太糟糕了。绝对不会再住在这里。干得好，艾丽卡！请前往隔壁的汉普顿酒店 (Hampton Inn)。
*更新
艾丽卡告诉她，希尔顿没有发布风暴警告，所以房间不予退款，暗示退款与否是希尔顿的决定。打电话给希尔顿，他们说这是总经理决定退款，因为酒店已经收到付款。我给艾丽卡回了电话，她现在说，这是她的决定，但她仍然不打算退还房间费用，因为道路没有关闭。我让她知道我们有开车的视频。我把孩子们放在车里，雪下得很好。道路还没有清理干净，我们和其他汽车和卡车司机一起把车停在麦克德米特以北一点的地方。她质疑我们是否真的在路上，并说她无法联系到我们。是的......因为我们在山区开车，手机服务不稳定！穿过内华达州北部和俄勒冈州东南部山区，没有很多城镇和很多细胞死角。仍然拒绝退款。显然，艾丽卡比酒店客人的安全更看重 200 美元。
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