Hilton Columbus Downtown

I spoke to Mr*** directly on 9/at 12:15pm. Hilton Columbus Downtown does offer a Military Discount on both room-only and package rates. Unfortunately, this was not clear in the reservation system so the central reservation office, to whom the guest was speaking, could
only locate the package rate resulting in the confusion. The room-only rate was listed under "Government" and did not clearly identify it as being available for the Military. Having identified the issue, we have clarified the rates in the system so that future callers will be offered a discount on both a room-only and packages. I explained the situation and extended a special discounted rate of $99/night on a date of his convenience (he had already booked elsewhere for the night of 9/19.) Mr*** seemed appreciative of my response/explanation, the special rate and having taken responsibility for the problem. I believe the matter has been satisfactorily resolved. Below is the follemail I sent to Mr***:
From: *** ***
Sent: Friday, September 18, 12:PM
To: 'J***
Cc: *** ***
Subject: Hilton Columbus Downtown
Thank you for taking the time to speak with me today.
Your feedback is greatly appreciated as we are constantly striving to approve
upon our product and services.
I sincerely apologize for the difficulties you experienced
when booking your reservation. We are honored to offer a Military
discount off both a room-only as well as a package that includes
breakfast. Unfortunately, the two rates were not identified well in the
reservation system. So, when the central reservation office with whom you
were speaking searched the rates, she could only locate the package rate and
not the room-only rate resulting in the confusion. The central
reservation office, not located on property, is only able to work off the
information loaded into the system, which in this case, was not clear. As
General Manager, I accept full responsibility for this error and appreciate you
bringing it to our attention so that it could be corrected.
By way of apology for the frustration and inconvenience you
encountered, I would like to extend a very special rate of $99/night (or 65%
discount off best available rate, whichever is the greater discount) on a date
of your convenience, based on availability. Please reach out to me
directly and I will handle the reservation personally. While I realize
this will not erase the experience, I hope it represents our concern for your
satisfaction and appreciation for having brought the problem to our
attention.
Again, my apologies for the problem. We look forward
to welcoming you to the Hilton Columbus Downtown in the near future and regain
your trust and confidence.
*** *** I General
Manager
HILTON COLUMBUS
DOWNTOWN
t: +*** *** *** I m: +*** *** *** I f: +*** *** ***
North High
Street I Columbus OH 43215 I USA