A Hotel & Chain That Cares
If I am not staying at a Disney resort, I usually do not have high expectations for customer service unless it's at a top-dollar place. I booked the HGI because of the reviews and a previous stay at the HGI in the Dells. The hotel met all of my expectations for cleanliness and acommodations - nice pool & hot-tup area, nicely decorated, a pleasure to visit -- but they went over the top on customer service.
We experienced a problem with the pool on our first night, and I decided to let the front desk know of my disappointment. I was very impressed how genuine she was in listening to my concern and taking action. At my request, and without any hesitation, she contacted other hotels in the area for a transfer. I was also given the Hilton Guest Assistance contact number to pursue further follow up, since there was no manager on duty at that time in the evening.
It was shocking to me how sincere the Guest Assistance representative was in dealing with my issue as well. I was told what would happen in the morning when the manager arrived, and I was told what the escalation steps would be if I was not subsequently satisfied. All of this was discussed in a matter of minutes, and not a long drawn out phone call.
The next morning I met the manager and things were readily taken care of. Not only did the manager follow up with me, but so did the Guest Assistance representative, and so did the maintenance personnel. Everyone I spoke with, including the housekeeping, the morning chef, and the waitress was completely professional and had my best interest in mind. I became a Hilton believer that weekend and whenever we stay in Kankakee, this hotel is the first one we check for availability.