While I was at the Hilton Saint John, I decided to order room service on my first night. I was a little tired and didn't feel like finding everyone to socialize with. I ordered a child's fingers & fries w/ a side child's salad and room service talked me into ordering their fabulous corn chowder. I only wanted a small cup because I don't usually eat much corn chowder. I asked for two glasses of ice water and milkers for my tea.
While I waiting, I organized my things when room service knocked on my door. Hungry that I was, I invited him in with my food. He sat it on the desk and as he was walking by me I noticed two bottles of water. As he laid the tray down, I asked him if the water was complimentary and he replied no, it's what I ordered. But I didn't order any bottled water, I only ordered two glasses of ice water. He took the bill and said he would fix it and bring it back to me. So he went outside my door and fixed it and brought it back.
Then I noticed the two glasses of milk on the tray and I said why do I have two glasses of milk? He said I ordered it. I had to tell me that I ordered milkers for my tea, not glasses of milk. He apologized and said he would return. He left and must have gone back to the kitchen but came back and apologized again for the milk mix up and that I could keep the milk. He left (for good I thought) but that was not to be!
I was enjoying my fingers, which were very good and drank the milk. I decided to save the little salad for later as I might want a snack. I then got excited about the corn chowder. As I mentioned I don't usually ever order corn chowder and wanted to try this "best" corn chowder. When I opened the silver top, I discovered there was NO corn chowder there but MUSSELS! It was a seafood chowder!!! I couldn't believe it. I called down to the room service to tell them I was upset and ask why I received seafood chowder instead of my corn chowder that the person talked me into. More apologies followed.
A few minutes later, a knock came to my door and it was my room service guy and he was with the manager of the kitchen, Geoff who couldn't apologize enough. I was shocked that I had so many problems with one order of food. I had never seen anything like this before. Geoff kept apologizing and he had brought me a large bowl of corn chowder to make up for my troubles. He said to call if I needed anything at all. Since he was asking, I decided I'd like to have a couple of muffins for the morning and some more red rose tea bags. He said he would bring them up to me, which he did. Geoff said not to worry about the bill, he was taking care of it. I said you don't have to but he insisted.
The next day, I went to my meetings and there was a message on my phone from Sarah the front desk supervisor apologizing to me and that to please call her. I called the front desk and said someone called me and I was told it was Sarah. They repeated what everyone else said and apologized. I said I never received so many apologies in one day. Later I decided I didn't want to chance room service again so I went down to the restaurant and Geoff was there. He came right over to me and apologized to me again. Other people at the table asked why he was apologizing so I explained. Geoff asked if I were here for breakfast tomorrow because it would be on him. I thanked him and said he didn't need to do this but he insisted. I was pleased. On the way out of the restaurant, he said to give my bill to the front desk and have them put the Hilton points on it from him. I took it to the front desk and Stephanie asked if there is anything I wanted to please let her know. She apologized for the mishaps of my room service and that they were sorry I had to experience it. She asked if she could send me up some strawberries & chocolate and I said, no it's fine. I asked for Sarah as she was looking for me and she said that Sarah wanted to apologize to me but she was not there at the moment. Stephanie gave me two free breakfast vouchers for Sunday and I asked for a late check out which they granted. I thanked her.
Sarah later called me and said she was sorry I had to experience the bad food service and if there was anything I wanted to let her know. I said I don't feel I should pay for my dinner that evening and she said she would take it off my bill. She asked if there was anything more she could do and I ask if I could watch a free movie and she said no problem. She would take that off my bill as well when I checked out the next day. I hung up very happy. I couldn't wait to see the movie, Hangover III. I love the first two and watch them often at home. Before I started watching the movie, I went to the hospitality room and I told them the story and they couldn't stop laughing. It made for a great night.
When I went back to my room, I put the Hangover III movie on with a nice cup of tea when someone knocked at the door. It was room service with a plate of big fresh strawberries dipped in chocolate! I just couldn't believe it! What a fabulous hotel. They really know and go out of their way to fix a problem a guest may go through. I was really appreciating all the attention, I must say. So on that note, I decided to call down to Stephanie and see if I could watch another movie as well. She said no problem, they'll take it off my bill the next day. I sat down to watch my Hangover III then I watched the Butler. Both were awesome movies and so different from each other.
The next morning, I went down to breakfast and Geoff was there with bells on and a big smile. What a sweet and generous man. A true patron of guests. He made sure I was more than taken care of. I gave away the other two free breakfast vouchers to friends. While I was still eating my breakfast and as people left the table, a woman came by and asked how things were. She was the Hotel manager and she asked what the problem was and then said "Oh you're the room service lady". I smiled and said yes I am. She asked if there was anything she could do for me but I said no, I was more than taken care of. In the meantime, my breakfast got cold!! I finished up and went back to my meeting and after I went back to my room to rest before heading back to the airport for home. I received a note under my door from the hotel senior manger and I must say I truly felt I was a very special guest. On check out, I finally met Sarah and I was so happy to meet her. I gave her a hug and thanked her for the wonderful hospitality she and the Hilton gave to me.
Hilton Hotel in Saint John is an incredible place to stay and I know that if you experience any problems, they will take care of you. The service was outstanding; the food was fabulous; the beds were incredibly comfortable and you truly felt you were at home (better than home actually). Thank you to all the Staff at the Hilton Saint John, especially Geoff, Stephanie and Sarah
I want to personally thank the entire staff at the Hilton Inn in Saint John for their their warm,friendly and outstanding service. Now this is a hotel I truly enjoy staying in and you will too!