Today the FC Hilton sent me a letter. So I sent them one
So the Hilton sent a letter to those who stayed there. It was written in corporate speak and generalized and deflected the responsibility of the Hilton to provide a safe, friendly place to stay. I was tired of playing bullshit bingo and decided I HAD to say something but I wanted to provide some solution as well as express tot hem that I did not see them taking ownership of failing to be a Hilton as I experience them.
Do feel welcome discuss. If I didn't care what my friends thought, they wouldn't be my friends.
Darn LJ screwed up the formatting. Oh well.
Ms. Baldasano,
Thank you for the letter on behalf of the Hilton San Jose. After reading it, I wanted to point out that the letter in no way expresses that the Hilton takes ownership of it's treatment of guests last January. Terms such as 'YOU may have experienced challenges' put the weight of last year's mistakes clearly on the shoulders and perception of the customer. A more appropriate letter could simply have stated "We're sorry we made your stay stressful and would like to make it up to you by welcoming you."
Your companies' letter reads as if our group was some mysterious entity that you needed to learn about. I go to many conventions of various types around the world and I assure you that this kind of convention is nowhere near as complex or mysterious (or destructive, or hard to manage) as others I'm certain your location hosts. Your letter implies ignorance and some prejudiced idea that attendees were destructive or behavioral deviants and your company reacted as such to the guests. It's not as though you didn't have other hotels in the area we've used that you could check as references. these other hotels did a fine job from day 1 without some kind of 'learning year'.
Let me put it in plain terms that I would not attend if I had to stay in your hotel again as I see things now. A not-so-very-apologetic letter that deflects your companies responsibilities is not going to get my business or those of friends I'm in contact with. I hope that you never have the experience of spending $600.00 to fly on a vacation to be accosted at the front desk of your hotel with a letter you must sign to check in that makes no sense and casts a dark pall over the upcoming weekend you've invested so much time in. That was the start and your hostile staff was the ending.
Companies best express apologies by taking ownership of the mistake. Your letter aside, I suggest if you ever want your location to shed the nickname 'Hanoi Hilton' with this group you do something a bit more substantial that clearly communicates that the Hilton is a friendly place. Any simple token goes a long way with this group. Give away some ice cream or something one day during the next Convention. Invite convention people to walk across the convention center to your far end and welcome them, hand them an ice cream cone or something. A relatively tiny cost would go a long way in creating a welcome and forgiving atmosphere and would very likely move a lot of attendees into a more positive mindset.
Ms. Baldasano, I thank you for your time and assure you I am in no way associated with the staff of Further Confusion. I wish you well and look forward to seeing the San Jose area again.
Regards,
Do feel welcome discuss. If I didn't care what my friends thought, they wouldn't be my friends.
Darn LJ screwed up the formatting. Oh well.
Ms. Baldasano,
Thank you for the letter on behalf of the Hilton San Jose. After reading it, I wanted to point out that the letter in no way expresses that the Hilton takes ownership of it's treatment of guests last January. Terms such as 'YOU may have experienced challenges' put the weight of last year's mistakes clearly on the shoulders and perception of the customer. A more appropriate letter could simply have stated "We're sorry we made your stay stressful and would like to make it up to you by welcoming you."
Your companies' letter reads as if our group was some mysterious entity that you needed to learn about. I go to many conventions of various types around the world and I assure you that this kind of convention is nowhere near as complex or mysterious (or destructive, or hard to manage) as others I'm certain your location hosts. Your letter implies ignorance and some prejudiced idea that attendees were destructive or behavioral deviants and your company reacted as such to the guests. It's not as though you didn't have other hotels in the area we've used that you could check as references. these other hotels did a fine job from day 1 without some kind of 'learning year'.
Let me put it in plain terms that I would not attend if I had to stay in your hotel again as I see things now. A not-so-very-apologetic letter that deflects your companies responsibilities is not going to get my business or those of friends I'm in contact with. I hope that you never have the experience of spending $600.00 to fly on a vacation to be accosted at the front desk of your hotel with a letter you must sign to check in that makes no sense and casts a dark pall over the upcoming weekend you've invested so much time in. That was the start and your hostile staff was the ending.
Companies best express apologies by taking ownership of the mistake. Your letter aside, I suggest if you ever want your location to shed the nickname 'Hanoi Hilton' with this group you do something a bit more substantial that clearly communicates that the Hilton is a friendly place. Any simple token goes a long way with this group. Give away some ice cream or something one day during the next Convention. Invite convention people to walk across the convention center to your far end and welcome them, hand them an ice cream cone or something. A relatively tiny cost would go a long way in creating a welcome and forgiving atmosphere and would very likely move a lot of attendees into a more positive mindset.
Ms. Baldasano, I thank you for your time and assure you I am in no way associated with the staff of Further Confusion. I wish you well and look forward to seeing the San Jose area again.
Regards,