Hotel Complaint Letter

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I am writing to make you aware of the unbelievably poor customer service I have received at the Hilton Garden Inn [location removed]. I cannot find a more appropriate email address for customer satisfaction-related emails so my apologies if this email does not reach the right person. I travel frequently for business and have been staying at exclusively Hilton hotels for the past few months. My HHonors number is [number removed]. I have become accustomed to receiving top-notch customer service at Hilton hotels, but your Garden Inn in [location removed] appears to be quite the exception. I am staying at the Hilton Garden Inn [location removed] for the week and handed three dress shirts to the night manager last night to be dry cleaned today. He assured me that they would be ready this evening to be picked up. Upon checking at the front desk this evening, the same night manager said that the laundry had not even been taken to the cleaners. In fact, he showed me that the bag was still sitting behind the front desk. More than 24 hours had elapsed and the bag had not moved an inch! Astounding! The man blamed his coworkers for not reading the note that he left for them and took no responsibility for the debacle. I also noticed that he would not look me in the eye as he delivered this news which felt very strange and disingenuous. He apologized on his coworker’s behalf and offered to pay for the cleaning, which strikes me as the absolute least he could do. I am now forced to meet the same important client tomorrow while wearing the same clothes as yesterday. Wearing the same clothes for multiple days in a row is unprofessional and really, quite embarrassing.

I understand that people sometimes make mistakes, but my bag of laundry has been sitting in plain view behind the front desk for multiple employees to see. I’m not sure how many times dry cleaning is taken out each day but I’m really shocked that no one had the awareness to wonder why a dry cleaning bag...
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