Wrong, right, wrong again in 10mins - the concierge story

[BD1959]

Staying at the ADL Hilton - the one hotel I've stayed at probably 30 times over the last 12 months - been working long hours into the long weekend, have a drink on the way back Sat night, arrive back at the hotel at 11:15pm and fancy a burger.

Peruse the menu for in-room dining. Every list is headed either "Breakfast 6-11:00am" or "Night" 5:30-10:00pm". I'm sure I've had something here previously in the middle of the night, having previously returned from work very late. So I head down to see "The Concierge.".

Me: "I've looked at the in-room dining menu and I think the kitchen is closed, do I need to go out to get something?"

He: "No, the kitchen is open, what would you like?" (I was wrong!)

Me: "Standard burger and Gin&Tonic please." Rooom number shared, sorted.

No sooner have I sat in my chair in the room and the phone rings ... "This is xx_xx_x from the Concierge desk. Unfortunately, it's a Saturday night and the kitchen is closed. I've can't place your order." (I was right!)

By now I'm seething: I don't mind being wrong - having worked through the last two nights on a combination of 8hrs sleep, I expect to make mistakes. What I can't tolerate is being wrong and being told I was right in the first place.

I go back down and ask the same Concierge where - at this time of night - I can get something to eat.

"You can try McDonalds, they're 24hr" is his reply, pointing the way.

I explain that I'm not going to Maccas and ask if the 24hrs Room Service at this hotel has changed, because I'm sure I've ordered same at some point in the last 12 months.

At this point the Front of Office person comes over and suggests that I might like to order something from the 24hrs menu. I ask what items are available because - as I'd discussed previously - I could not find such on the In-Room dining menu and had specifically asked.

"They're marked with a blue clock" responds she. Ah, colour blindness thing think I - and I order a Club Sandwich from her copy of the menu. (I was wrong, again!)

....Once upon a time the Concierege desk was the pinnacle of FOH. Since when have people manning the Concierge desk had no clue as to what their hotel actually offer as a service - and then are "economical with the truth" when they fail?

Love this hotel, the Club Sandwich -when it arrived (which was a lot faster than previously) was great - but I've just have been left with a very unhappy feeling and had to vent.

Back to work tomorrow: Sunday!!

Regards,

BD

 

[boomy]

My only interactions with concierge at Hilton ADL is asking them to order me a taxi from the taxi rank 10 feet away so they didn't fail doing that yet
In general, I found the concierge service to be usually helpful but somewhat inconsistent. For example, when asking for a restaurant recommendation, some will offer unique places that usually only the locals know and others will just offer the most expensive options that are often just tourist traps who serve average food and charge top dollar.

 

[Homer]

I find the term "concierge" doesn't mean the same thing in Australia as it does in Europe, the UK or the US. At best here it seems to be a person with access to a database and a collection of brochures but little or no formal concierge training and, at worst, it's a kid with fewer travel and life experiences than my own children...

 

[Cynicor]

Aussie concierges are often just Uni students, especially after hours. Other countries have career hospitality workers where the concierge will know the local stuff, what different tourists like and the best places to eat (rather than those with the best advertising or name).

It's a bit sad, and is the same in the restaurant industry.

 

[DC3]

What a let-down at Hilton Adelaide. I think that I would have been fuming over getting such a run-around, especially at that time of the day after working long hours. I wouldn't hesitate in providing feedback to the management.

 

[BD1959]

What a let-down at Hilton Adelaide. I think that I would have been fuming over getting such a run-around, especially at that time of the day after working long hours. I wouldn't hesitate in providing feedback to the management.

I provided feedback at the time ... ... and will certainly be doing so directly to management. I wasn't at all impressed, hence the need to vent here.

Regards,

BD