chrome64
Imagineer at Heart
- Joined
- Jul 25, 2005
- Messages
- 591
Not a bad hotel, we liked the room just fine but...
I valet parked my car after my 12 hour drive to Orlando. The next morning when they brought the car around, they had ran into (or over) something. They were incredibly rude and took no blame for the accident. The security officer brought a Property Damage Report (it was for things like luggage, It even asked for the value of the damaged property!) for me to fill out and told me that that was all that we needed to do. I was sure that there had to be more requirements for this type of situation. So, I called the Florida Highway Patrol and the woman who answered the phone told me to not leave until I got their insurance information and had filled out a "self report form." When I told the security officer this he said that I would have to come back the next day since all of the people with that information were off work for the New Year Holiday.
I called the Highway Patrol back and the woman told me that I needed to go into the lobby and cause a scene and ask to see the manager. She also said that I could go to FHP website to download and print the self report form. Once the manager came out, he told me the same thing as the security officer and was very rude. I asked to be given access to a computer with internet so that I could print out the self report form. The manager told me that they did not have a computer with internet. How Crazy Is That???
Finally they told me that they had a business center that I would have to use a credit card to pay for using the computers.
Keep in mind that I had two children that were very excited about going to Disney World on the first day of our trip. It was now an hour after we were suppose to have left for the parks and the kids were playing in the lobby while I tried to get this sortted out. I went to check on them and when I turned back around the Manager was helping someone else. I took the kids to the business center and the person running the computers sympathized with me and gave me access to the computers for free.
After printing out the form, it took me about 30 mintues to fill it out because I could not find anyone to help me answer the questions on the form. A woman at the concierge desk was very nice and helpful and was appalled at how I was being treated by the rest of the staff.
Finally after 2 hours, I had the form filled out and managed to get their insurance information. I went to the manager and asked for his first and last name and that of the security officer. I am planning on reporting this to Hilton's headquarters. I told the manager that I was not happy at all with how this had been handled and that I felt that he should have stayed by my side until this problem was resolved. He made a comment about me walking away at one point and I had to remind him that I was also trying to keep my kids happy until we were able to leave!
My point of this post is, Always get the name of the person who parks your car if you use valet and if they tell you to just fill out a property damage report form and then leave... Don't listen to them
In Hilton's defense however, The next day I did get a call from the head manager who appologized over and over again. I told him about all of my complaints of how this was handled and he told me that it would be taken care of and that it was obvious that it was their fault. He told me that I would be refunded for the amount that I paid for valet parking and is sending a voucher for a free night stay.
Anyway, sorry for making this so long but, I thought you all might like to know about this!
I valet parked my car after my 12 hour drive to Orlando. The next morning when they brought the car around, they had ran into (or over) something. They were incredibly rude and took no blame for the accident. The security officer brought a Property Damage Report (it was for things like luggage, It even asked for the value of the damaged property!) for me to fill out and told me that that was all that we needed to do. I was sure that there had to be more requirements for this type of situation. So, I called the Florida Highway Patrol and the woman who answered the phone told me to not leave until I got their insurance information and had filled out a "self report form." When I told the security officer this he said that I would have to come back the next day since all of the people with that information were off work for the New Year Holiday.
I called the Highway Patrol back and the woman told me that I needed to go into the lobby and cause a scene and ask to see the manager. She also said that I could go to FHP website to download and print the self report form. Once the manager came out, he told me the same thing as the security officer and was very rude. I asked to be given access to a computer with internet so that I could print out the self report form. The manager told me that they did not have a computer with internet. How Crazy Is That???
Finally they told me that they had a business center that I would have to use a credit card to pay for using the computers.
Keep in mind that I had two children that were very excited about going to Disney World on the first day of our trip. It was now an hour after we were suppose to have left for the parks and the kids were playing in the lobby while I tried to get this sortted out. I went to check on them and when I turned back around the Manager was helping someone else. I took the kids to the business center and the person running the computers sympathized with me and gave me access to the computers for free.
After printing out the form, it took me about 30 mintues to fill it out because I could not find anyone to help me answer the questions on the form. A woman at the concierge desk was very nice and helpful and was appalled at how I was being treated by the rest of the staff.
Finally after 2 hours, I had the form filled out and managed to get their insurance information. I went to the manager and asked for his first and last name and that of the security officer. I am planning on reporting this to Hilton's headquarters. I told the manager that I was not happy at all with how this had been handled and that I felt that he should have stayed by my side until this problem was resolved. He made a comment about me walking away at one point and I had to remind him that I was also trying to keep my kids happy until we were able to leave!
My point of this post is, Always get the name of the person who parks your car if you use valet and if they tell you to just fill out a property damage report form and then leave... Don't listen to them
In Hilton's defense however, The next day I did get a call from the head manager who appologized over and over again. I told him about all of my complaints of how this was handled and he told me that it would be taken care of and that it was obvious that it was their fault. He told me that I would be refunded for the amount that I paid for valet parking and is sending a voucher for a free night stay.
Anyway, sorry for making this so long but, I thought you all might like to know about this!
