Checked in at Hilton Markham on 10/22/23. Upon check-in, receptionist Mirza noted to myself and my girlfriend that we had access to the Executive Lounge due to her father being a Hilton Platinum Member. We were even handed a card, how exciting! I even have a picture of it.
When going to the lounge with my GFs parents, we were then berated by Food and Beverage Outlets Manager, Frebin. He just kept repeating that we per Hilton Member policy, we would be charged as extra guests. We were never advised this upon check-in. I am not disputing policy. Policy is policy, but the customer service was horrendous and to belittle customers like that in an open space is utterly disrespectful and egregious. He even said he would print out the many pages of the Terms & Agreement for the policy. What type of customer service is that? I’ve been a Manager myself for over a decade and would never treat a customer as he did.
Front Office Supervisor, Michael, also added little to help remedy the situation and just referenced the policy, even though his staff member Mirza noted that he understands the mistake he made. At check-in, Mirza advised that we had access and noting nothing else. No policy or charges were referenced for the fourth member, even though I was standing right there and counted as the fourth member.
Disappointing to see this from a Hilton hotel and I will certainly take my business elsewhere going forward.
