Penny Warner

Review of Hilton Anatole

I had a reservation at a special event rate. I c...

I had a reservation at a special event rate. I called and only wanted to change the bed from a King to 2 doubles or queens. They assured me they could still offer the same rate and then - BAM - I get disconnected. I immediately call back and none of the rooms are now available at that 'special rate'. I asked for a supervisor and got transferred to Tina who actually YELLED at me. Never in my 60 years, have I had a C/S rep yell at me. She could not do anything for me, she could not change the rate and if I wanted to talk to her supervisor she would give them the message and she said they would call me back in a few days! Really? a few days? So I finally ended up calling the hotel directly and spoke to a gentleman, Lorenzo, who obviously understands the meaning of respect and customer service. He got my reservation changed to 2 beds at the same rate - no problem. Tina needs to go. Lorenzo is the MAN! Thank you Lorenzo! Take note Hilton. Your customer service on the phone is completely inadequate and not up to par. I give the overall customer service a 1-star rating. I give Lorenzo a 5!