I write posts that are good, bad, and sometimes, indifferent. The reason why I write through such a lense is to document the experience as it occurs. Customer service is a tricky beast. There are things that get me excited (courteous, kind, and professional staff members) when it comes to customer service, but another person may not necessarily feel the same way. With that being said, I have visited the Hilton Anatole three times over the past three weeks and one of the many endearing traits of the property was the customer service.
Let me preface this post with the following: I do not have status with Hilton nor am I receiving a commission from the hotel to write this. As a matter of fact, all of the reviews on this site are done on my dime, points and miles included.
The Hilton Anatole is a resort property located minutes from downtown Dallas. I heard of it a few times over the past year and wanted to check it out. The FULL review is coming soon (think 100 pictures and some videos), but I wanted to take a second to acknowledge the customer service at the property.
Prior to arriving and after departing, guests are able to contact the hotel through the Hilton app for any questions or requests. This proved to be helpful when I had an erroneous charge on my most recent stay. I sent a message disputing the charge through the “Message Hotel” tab and received the following:
Ramona did not have to check on it for me, nor did she have to process a refund, but she did. I appreciate when members of a team have the power to remedy a situation. Thanks again Ramona.
Prior to this instance, I made a reservation two days before returning from El Salvador. I made it in advance so I could have a place to rest after a long week of traveling through Central America. The thing was that when I tried to check in on the app, there was not a reservation. As a matter of fact, the reservation was complete…from the night before. I somehow booked a room for the wrong day and was charged because I was a “no show”.
I reached out to the hotel via text message (by the way, the text message number or app they use for the front desk saved me a lot of time during my stays). Here is the conversation:
Wow, is all I can say. This was all on me and the hotel squared it away in no time. Not only did they handle the mistake reservation, the staff was gracious enough to help me with restaurant hours after I woke up from a long nap.
The Hilton Anatole is a great property, especially the water park (ask my son), but the customer service and professionalism of the entire staff went a long way. Thanks to all of the wonderful people working there.