Hampton Inn & Suites Complaint - Hotel staff discourteous and unaccomodating
GREENSBURG, PENNSYLVANIA -- I reserved a room at the Hampton Inn in Greensburg, PA for three nights several weeks in advance. When I arrived at nearly 3pm, I checked in. AFTER the check in process, the front desk clerk told me that there was a plumbing problem in my room and that the door would be open. I explained that this was an inconvenience after having spent four hours on the road en route to the location. The clerk offered to hold my bags behind the front desk and directed me to the lobby and business center. I again explained that this was not acceptable, and the clerk apologized but did not offer a different room or any other accomodation. After speaking with the Hilton customer support representative, I was assured that the hotel manager would contact me within 72 hours. When the hotel manager, Eric, contacted me several days later, he immediately began ranting that he didn't understand what I wanted, and that the plumbing problem was not his fault. I expressed that I understood that, but was unhappy with the lack of accomodation and the way it was handled. He then expressed that I must "live in a perfect world" and continued belittling me. I was so shocked at his verbal assault that I was nearly speechless. I asked why I had not been offered a different room, to which he replied that I had reserved a smoking room and in the past when he has placed smokers in non-smoking rooms he "was s#$t on". These were his EXACT words. He suggested that if I prefered to stay at the competitor, that I was welcome to do that. After relaying to the customer support representative the appalling conversation, they too were unwilling to resolve the issue. Apparently, 18 stays within 8 months at Hampton Inn in addition to Gold VIP Hilton Honors membership meant nothing to them. I do not recommend Hampton Inn, and especially this facility, to anyone. I have never been treated so poorly by anyone in a customer service position, and the hotel's handling of the situation was literally derrogatory.