I was recently on a business trip to Minneapolis, and was underwhelmed with me with the room that the Hilton DoubleTree gave me and their lack of follow-up when I asked them to address my concerns (broken handle on the shower door, poor WiFi reception). I then decided to send an email to send an email to their customer service center. After being forwarded to a couple of different people, here is the ultimate response I received:
Dear Aneil Mishra,
Please accept my apologies that the hotel did not meet your expectations. To make amends for your experience, we would like to offer you a Be My Guest certificate which entitles you to a complimentary night stay at any Doubletree hotel. Please allow 10-14 business days to process and mail your Be My Guest Certificate. We will mail the certificate to your attention at _______. We greatly appreciate your patience and look forward to welcoming you again soon.
Guest Assistance Specialist
2050 Chenault Drive
Carrollton, Texas 75006
True to their word, yesterday I received the certificate good for one free night’s stay at any of Hilton’s DoubleTree locations. True to my word, I told them in my email response I would continue to be a loyal Hilton customer.