This issue I begin a semi-regular feature giving — with apologies to Stephen Colbert — a “tip of the hat” or a “wag of the finger” to marketers, depending on how they handle a customer service problem. Have an anecdote you'd like to share? Send it to beth.negus@penton.com.
I recently stayed at the Homewood Suites Chicago Downtown. I chose the hotel based (a) on the location, (b) the rate and (c) the strength of the Hilton name. After spending the warm (85-degree) day with a friend in the 'burbs, I checked into my room around 8 p.m. It seemed a little stuffy so I turned on the AC and ran out to a local market to buy juice and soda.
It was still a little warm when I returned, but I just assumed the AC would kick in and went to bed. I awoke in the middle of the night, woozy and feeling miserable in the steambath of a room.
On my way out the next morning, I stopped by the front desk and asked the clerk to look into the problem. She asked if I wanted a window opened, and I said, “OK…but could you fix the AC too?” She assured me that someone would be sent up to handle the situation.
I returned midafternoon to pick something up from my room, and nothing had been done. A call to the front desk brought a building maintenance man, who opened the window and told me the problem would be repaired shortly. When I got back to the room after dinner at 10 p.m., the room was still unbearable.
Upon checking out early the next morning, I complained to the front desk and was given an unsympathetic “Oh, sorry” from the front desk.
The next day I sent a formal complaint to Hilton, via the HHonors Web site. Within three days, I received a note from corporate saying the hotel manager would contact me in three days. Before the third day was up, corporate e-mailed me again, apologized that the hotel hadn't called yet, and sent me two certificates for complimentary nights at any Homewood property in the United States. (And about three weeks later, the Chicago manager did e-mail me a lengthy and well-thought-out note, apologizing for both the service issue and his tardiness in response.)
I'm still not sure I'd stay at the Chicago hotel again — seems there are some personnel issues that need attention beyond the HVAC system, which I assume has been repaired by now. But Hilton corporate scored major points with me on this outing. And I should note that a more recent stop at a different Homewood Suites property was very enjoyable.
