Adam Street, a long time DSNi Inner Circle Cast Member sent me a note about his recent trip to a resort in Tucson.
I stayed in a Hilton, but I was working so I had my wife check in while I was away. They didn’t update my debit card so my card to pay for the room declined. The gal at the counter [Tabby] was nice and allowed my wife to check in with the bad card until I got there. To me this is unheard of. I was very grateful and I mentioned this in the online review they sent me.
Great job Tabby! Way to think on your feet and take care of your guests!
But then some moronic manager opened her mouth…
Adam got this email in reply to his glowing review of Tabby (My commentary in ( ):
Thank you for taking a moment to share your experience and for celebrating Tabby and her efforts to be customer focused (Customer? This would indicate that Hilton views their guests as customers… Very transactional, NOT relationship building).
We are thankful we were able to assist in this instance (she should have stopped here), but I will say that this is not a common occurrence to allow a guest access to a guestroom without a valid method of payment. Future visits may not result in the same courtesy extended…
This manager completely killed any goodwill that Tabby had created with her on-her-feet-thinking-take-care-of-the-guest attitude.
The message from the manager to Adam was “this will never happen again“.
Did Tabby break the rules? Probably
Was Tabby trying to make it right for the guest? Definitely.
Was the manager a nincompoop? Most likely.
I can see where she was trying to tell Adam, “hey, we cut you a break, glad we could help, but it was really against our policy”
She would have been better off keeping her mouth shut
