THE HILTON LUXOR

HOTEL

ARRIVAL DATE : JUNE 1st 2008

DEPARTURE DATE : JUNE 4th 2008

ROOM NUMBER : 326

GENERAL APPEARANCE:

QUALITY:(Outstanding),, , ,  (Poor)

HOTEL ENTRANCE CLEAN / 5 / 4 /  / 2 / 1
LOBBY CLEAN / 5 / 4 /  / 2 / 1
ROOM CLEAN / 5 / 4 /  / 2 / 1
CORRIDORS CLEAN / 5 / 4 / 3 /  / 1
STAFF FRIENDLY / 5 / 4 /  / 2 / 1
SMILING / 5 / 4 / 3 /  / 1
GREETING BY NAME / 5 / 4 / 3 / 2 / 
FELT WELCOME / 5 / 4 /  / 2 / 1

RESERVATION (1):

Mr. Maged Gharib

THE ROOM RESERVATION WAS DONE BY A PHONE CALL TO THE HOTEL PUBLISHED TEL. NUMBER: 095 374933 AT 11:00 AM, ON 21 /05 / 2008

1-TELEPHONE OPERATOR:

NUMBER OF RINGS : two (STANDARD : 3 RINGS)

ANSWERING :(Outstanding), , , , (Poor)

CLEAR ANSWER / 5 /  / 3 / 2 / 1
FRIENDLY GREETING / 5 /  / 3 / 2 / 1
PROMPT CONNECTION / 5 /  / 3 / 2 / 1

DATA AND FINDINGS::

* Sarah the operator answered the phone within 2 rings, she was friendly

* Efficient, transferred call in a polite manner to reservation

2-RESERVATIONS DEPARTMENT:

QUALITY: (Outstanding), , , , (Poor)

TELEPHONE ANSWER / 5 /  / 3 / 2 / 1
RESERVATION / 5 / 4 / 3 /  / 1
FREQUENT FLYER / 5 / 4 / 3 / 2 / 
SMOKING/NON SMOKING / 5 / 4 / 3 / 2 / 
KING/TWIN / 5 / 4 / 3 / 2 / 
METHOD OF PAYMENT / 5 / 4 / 3 / 2 / 

RATE OFFERED : LE 130 single 150 DBL Bed & Breakfast

1ST RATE : LE 170 single 220 DBL Half Board

2ND RATE : LE 150 double HB180 DBL Half Board

CONFIRMED RATE : NONE

DATA AND FINDINGS: :

A female reservation clerk answered “Reservations” at first, then sundenly I was placed on hold!. A minute later a male picked up the phone. and asked “how can I assist”!… his name is (Mousa)

Upon requesting to reserve a room for my family, Mousa asked (very short and sharp) for my name, date of arrival and number of nights requested.

At my request, he explained, with the same manor, rate for Sgl. and for Dbl. (BB and for HB)

In the process of negotiating the rate, Mousa appeared to be confused and undecided as to what rate he will offer me?. The following detail were negleted:

-He did not offer bed type, smoking / non smoking, view desire, children accompanying or not

-He did not confirm which type of accommodation would I prefer (BB or HB)

-He did not ask for my method of payment (credit card / Cash)?

-He did not mentioned cancellation policy (6pm/4pm)

-He did not give a confirmation number, he said that his name is the confirmation number

-He did not ask if transportation from the airport or train station was needed

-He did not inquire about any special request that I might have

-He gave the feeling that he was in a hurry to finish the conversation.

-He did not repeat the reservation details

-He did not state the reservation’s (rate) quotation

-He did not request my address, phone number and credit card

RESERVATION (2):

Mr. Maged Gharib

THE ROOM RESERVATION WAS DONE BY A PHONE CALL TO THE HOTEL PUBLISHED TEL. NUMBER: 095 374933 AT 1:20 PM, ON 31 /05 / 2008

1-TELEPHONE OPERATOR :

NUMBER OF RINGS : four (STANDARD : 3 RINGS)

ANSWERING :(Outstanding), , , , (Poor)

CLEAR ANSWER / 5 / 4 /  / 2 / 1
FRIENDLY GREETING / 5 / 4 / 3 /  / 1
PROMPT CONNECTION / 5 /  / 3 / 2 / 1

DATA AND FINDINGS: :

  1. Sarah, the operator, answered the call, tone of voice not clear
  2. Transferred the call to reservation after insisting to know my name

2-RESERVATIONS DEPARTMENT :

QUALITY: (Outstanding), , , , (Poor)

TELEPHONE ANSWER / 5 /  / 3 / 2 / 1
RESERVATION / 5 / 4 / 3 /  / 1
HILTON CLUB / FREQUENT FLYER / 5 / 4 / 3 / 2 / 
SMOKING / NON SMOKING / 5 / 4 / 3 / 2 / 
KING / TWIN / 5 / 4 / 3 / 2 / 
METHOD OF PAYMENT / 5 / 4 / 3 / 2 / 

RATE OFFERED : LE 190 HB double Occupancy

1ST RATE : LE 360 HB single

2ND RATE : LE 510 HB double

3RD RATE : none

CONFIRMED RATE : LE220 HB

*CALLED NEAREST TRAVEL AGENCY AND REQUEST SAME BOOKING?

RATE : LE 360.00

DATA AND FINDINGS: :

  1. Reservation clerk (Abeer) answered the phone after one ring
  2. Promised to fax me a confirmation, which she never did
  3. Did not offer me smoking or non smoking option
  4. Asked me for arrival time but did not offer transportation
  5. Never asked me for size of bed but nothing else (view, children or frequent flyer program)
  6. Did not inquire about my address or phone number.
  7. Did not request Cr. Card or method of payment

AIRPORT ARRIVAL :

DATE : 01 /06 / 2008

TIME : 2:30 PM

AIRPORT ASSISTANCE:(Outstanding),, , , (Poor)

ON TIME / 5 / 4 / 3 / 2 / 1 / Not applicable
APPEARANCE / 5 / 4 / 3 / 2 / 1
GREETING / 5 / 4 / 3 / 2 / 1

CAR HOTEL: NO TAXI : YES

CAR – CLEANLINESS / 5 / 4 / 3 / 2 / 1 / Not applicable

I took a taxi to Hotel!

ARRIVAL:

Mr. Maged Gharib

ARRIVAL AT HOTEL :(Outstanding),, , , (Poor)

TIME : 3:30 PM

DOORMAN AVAILABLE: Yes/No

OPEN DOOR : Yes/No

SECURITY AVAILABLE: YES/No

GREETING / 5 / 4 / 3 / 2 / 

LUGGAGE :

BELLMAN FRIENDLY / 5 / 4 / 3 /  / 1

LUGGAGE TAGS: YES / NO

DATA AND FINDINGS::

  1. Taxi stopped at hotel entrance, no doorman or bellman! We proceeded inside, to the hotel lobby through the security gate, went to the nearest couch, placed down our hand luggage and went back, outside, to get the rest, no one was there to offer assistance! There was a risk of our luggage being stolen in the process since no one is watching the hotel entrance.?
  2. We pulled our luggage all the way to the front desk counter, at which time a bellman appeared behind the front desk (Mohamed Abdul Salam)?, he then offered to get our luggage with no smile nor a “welcome” note, what so ever!.

CHECKING -IN:

Mr. Maged Gharib

QUALITY :(Outstanding),, , , (Poor)

1. GSA
APPEARANCE / 5 / 4 /  / 2 / 1
SMILING / 5 / 4 / 3 /  / 1
GREETING / 5 / 4 / 3 /  / 1
2. RESERVATION
READY / 5 /  / 3 / 2 / 1
ROOM READY / 5 /  / 3 / 2 / 1

DATA AND FINDINGS::

WELCOME TO HOTEL : YES / NO

WELCOME DRINK : YES / NO

HOT/COLD TOWEL : YES / NO

ADDRESSING BY NAME : YES / NO

PASSPORT PROCEDURES : EFFICIENT : YES/ NO

REGISTRATION CARD PRE ARRANGED : YES / NO

ROOM PRE ALLOCATED : YES / NO

FREQUENT FLYER : YES / NO

SMOKING / NON SMOKING ROOM : YES / NO

VIP AMENITIES :

HILTON CLUB BUILDING :YES / NO

DATA AND FINDINGS::

  1. I approached the clerk at the front desk (Magdy), with no smile or a welcome note, he said “how may I assist you”?
  2. I started by giving him my last name. I was given the registration form to fill out and sign. He asked for my ID and made a copy of it.
  3. When I requested a lower rate, he refused. I requested to talk to his supervisor. .He left & a few minutes later a Mr. Nader Madkour (Assistant front office manager),who was sitting in the lobby lounge with others, approached me and offered to lower it from LE 220 to LE 200 HB. I thanked him. Magdy was not too happy about the discount and showed some attitude!!
  4. I requested a baby cot. He (Magdy) picked up the phone and ordered one from housekeeping.
  5. While he was asking me for payment, a colleague told him that there was a phone call for him, without excusing himself he left me unattended to, for the call. When he returned, he did not apologize and proceeded.
  6. I said that I would like to pay cash now and by credit card at checkout, since I have to first unpack to get the card out of my luggage. He said that I may come back with the cr. card later
  7. As a result I did not leave any deposit. He handed me the room key (326) and walked away
  8. I was not informed as to what would happen to my luggage. I had to return to the front desk to inquire about my bags, (Magdy) said, obnoxiously, “we will send it to you”.
  9. No facilities information, hours of operations…etc., were given. No direction to the room
  10. I had to look for the elevator. When I asked a bell-man for the elevator?, he pointed it out without escorting us or volunteering any information about the hotel facilities.
  11. Nothing was mentioned upon check-in about the “points and miles” program.
  12. No one inquired about payment for the entire sty (Credit Limit Policy!)

GUIDED TO ROOM : YES / NO

  1. The bell-man (Ahmed) brought the luggage to the room after 10 minutes, placed it on the floor (not on the rack) and left with no remarks,DATA AND FINDINGS: or explanation of hotel facilities or even how to operate AC or TV…ect..???

ROOM # 326:

Mr. Maged Gharib

:

TYPE : KING / TWIN SMOKING/NON SMOKING :

CHECKED ON THE FOLLOWING :

TELEPHONE DIRECTORY : YES / NO

ROOM TELEPHONE CABLE : 4 M LENGTH : NO

LAUNDRY HOLDER : YES / NO

LAUNDRY BAG : YES / NO

GUEST ROOM STATIONARY :

BROCHURE : YES /NO

POST CARD : YES / NO

FAX PAPER WITH DISCLAIMER : YES / NO

AMENITIES :

READY UPON CHECK IN : YES / NO

DELIVERED AFTER CHECK IN : YES : TIME : / NO

DESCRIBE BATHROOM AMENITIES :

  1. 2 shampoo, 2 hand soap (small size), one shower cap
  2. 2 bath foam, 1 shoe mat
  3. 2 glasses (water), one plastic tray

CLUB AMENITY CARD USED : YES/NO

BATHROBE : YES/NO

CLOSET :

COAT HANGERS : 9 plastic hangers – very cheap

GENTS HANGERS : none

LADIES HANGERS : none

BATHROOM :

TOWELS :

NO. BATH TOWELS : 2

NO. HAND TOWELS : 2

NO. FACE TOWELS : none

NO. BATH MATS : 1

BATHROBE : none

DATA AND FINDINGS:

Housekeeping related matters :

  1. Very bad odor in the room (pest control – pesticides)
  2. night stand lamp shade burned (see photo)
  3. stains on carpet
  4. stains on the couch
  5. baby cot arrived at 03:55PM (requested time was 03:30PM) by a housekeeper (Shaaban) who arranged the bed and left
  6. dust above the mirror and picture frame in the room
  7. bathroom towels in very bad shape (expired)
  8. Blackout drapes are off track, missing hooks (photo)
  9. bathroom mirror had water stains on the top corners
  10. bathroom curtains rod was dirty at the top
  11. Bathroom curtain was wrinkled, stained at the bottom.
  12. hair was found at the bottom of curtains
  13. marks were found underneath the lamps on the desk and night stand
  14. hair found underneath the sink

Engineering related matters:

  1. standing lamp was not steady and loose at base
  2. black stain above the bathtub (photo) and on the floor outside the bathtub (sealan)
  3. ceiling tiles at room entrance area are in bad shape, dirty and has a hole (photo)
  4. towels-rack in the bathroom is not stable and needs fixing
  5. stains on the wall next to the entrance door and next to the TV
  6. terrace railing was very dirty, dusty and needs varnishing / painting
  7. fire map behind the entrance door is dirty and has glue stains (photo)
  8. stains on bathroom floor and under the toilet-flush
  9. bathroom ceiling paint cracked above the bath tub (photo)

ROOM # 326 : June 2nd

DATA AND FINDINGS: :

  1. Room was cleaned between 10AM and 12 noon.
  2. 2 hand towels were added to the bathroom
  3. hair was removed from the bathroom floor, but not at the bathtub and behind the bathroom door
  4. room was cleaned by house-man (Shaaban)
  5. Mini bar was restocked by room service waiter
  6. I left LE 5.00 bill on the bathroom floor to test the staff’s honesty : Upon return, I found the LE 5.00 on the bathroom sink
  7. I left the dinner tray outside the room after dinner and it was picked up 6 hours later.
  8. Called the housekeeping department around 3:00PM to clean the bathroom floor again. Ashraf answered the call and said that he would send someone right away, no one showed up.
  9. Around 5:00PM I asked the housekeeping department to move me to another room, due to the strong odor. They asked me to go to the front desk.
  10. Medhat gave me the key to another room on the same floor, but with double beds. I contacted Medhat and he sent me a key to another room with a king size bed on the same floor Medhat was very pleasant..

ROOM# 371:

Mr. Maged Gharib

:

TYPE: KING / TWIN SMOKING/NON SMOKING :

CHECKED ON THE FOLLOWING :

TELEPHONE DIRECTORY : YES / NO

ROOM TELEPHONE CABLE : 4 M LENGTH : NO

LAUNDRY HOLDER : YES / NO

LAUNDRY BAG : YES / NO

GUEST ROOM STATIONARY:

BROCHURE : YES /NO

POST CARD : YES / NO

FAX PAPER WITH DISCLAIMER: YES / NO

NO GUEST COMMENT CARD.

AMENITIES :

READY UPON CHECK IN : YES / NO

DELIVERED AFTER CHECK IN : YES : NO

DESCRIBE BATHROOM AMENITIES :

  1. 2 shampoo, 2 hand soap (small size), one shower cap
  2. 2 bath foam, 1 shoe mat (Bottles half empty)
  3. 2 glasses (water), one plastic tray (small)

CLUB AMENITY CARD USED : YES/NO

BATHROBE : YES/NO

CLOSET :

COAT HANGERS : 9 plastic hangers – very cheap

GENTS HANGERS : none

LADIES HANGERS : none

BATHROOM :

TOWELS :

NO. BATH TOWELS : 2

NO. HAND TOWELS : 2

NO. FACE TOWELS : none

NO. BATH MATS : 1

BATHROBE : none

DATA AND FINDINGS: :

  1. Stains on room wall
  2. Black stains on the tiles above bathtub (photo)
  3. Bed mattress is sagging (soft)
  4. Ceiling tiles above closet area needs replacement / painting (photo)
  5. Drapes off track, missing hooks (photo)
  6. Stains on carpet (Shampoo)
  7. Stains on bed “head board” )painting / Varnishing)
  8. TV switch at the night stand is not working
  9. Shower curtains wrinkled and dirty at the bottom half
  10. hair found underneath the sink and in bathtub
  11. Marks / stains under all lamp shades, desk and night stands
  12. All sheets were clean, changed daily, however they had holes
  13. We placed our pajamas on the bed before we left the room and upon our return they were folded nicely and put on top of the bed again.

ROOM : 371 June 3rd (PHOTO)

DATA AND FINDINGS: :

  1. Left room at 11:00AM to the pool area and returned around 2:00PM to find house man (Sayed) in the room cleaning. We asked him how long it would take him to finish and he replied 10 min.
  2. When we returned to the room the AC was on and we found the LE 20.00 we had left earlier, on the desk.
  3. Bathroom was cleaned well, no hair found this time, all personal toiletries were arranged on one of the hand towels (photo before and after)
  4. One extra set of towels was put in the bathroom.
  5. All sheets were changed
  1. We placed our pyjamas, again, on the bed before we left the room and upon our return they were folded nicely and put on top of the bed.
  1. We found only one bottle of shampoo in the bathroom (all bottles were half full)
  2. The mini-bar was not restocked this day – no one came to check it.

ROOM SERVICE :

AMERICAN BREAKFAST :

TIME ORDERED : 10:30PM on June 2nd ordered (door knob) for 9:00AM June 3rd

TIME DELIVERED : 9:05AM June 3rd

SILVERTRAY : YES / NO

FLOWERVASE : YES / NO

THERMO : YES / NO

QUALITY(Outstanding),, , , (Poor)

TASTE
COFFEE / 5 / 4 / 3 / 2 / 
CROISSANT / 5 / 4 /  / 2 / 1
ORDERTAKER
FRIENDLY WELCOME / 5 / 4 / 3 /  / 1
ADDRESSING BY NAME / 5 / 4 / 3 / 2 / 
REPEATING ORDER / 5 / 4 / 3 / 2 / 
WAITER APPEARANCE / 5 / 4 / 3 /  / 1

DATA AND FINDINGS: :

  1. Room service waiter (Mousa) came in with a large tray and was confused as to where to place the plates. Finally, he placed them on top of each other, on the coffee table (photo)
  2. I checked the items and found out that the corn flakes were missing.
  3. I also found hair on the danish.
  4. I called room service immediately and spoke to “Tarek” who could not understand that the order was missing an item and that there was hair on the danish. He handed the phone over to “Gamal” who seemed to be a supervisor (he did not identify himself however). I asked him to come to the room and see the hair for himself, he agreed.
  5. At 9:20 “Mousa” came back with corn flakes and another danish basket. I asked him for “Gamal, he said that he was having breakfast!!. Mousa placed the extra items on the Sofa!!
  6. Breakfast remarks: tea water was warm (could not drink it), eggs had an after taste (sulfur) , there was milk for tea only, and none for the corn flakes!. The cheese plate had Only fetta cheese (white cheese) no other!
  7. “Mousa’s” hygiene was not proper and had bad odor / underarm smell
  8. No one contacted me from Room Service to apologize or to check on my dissatisfaction.

ROOM SERVICE :

ROOM SERVICE, ALL DAY DINING:

ORDERED Pizza and Mushroom soup

QUALITY:(Outstanding),, , , (Poor)

STANDARD RECEPY / 5 / 4 / 3 / 2 / 
TASTE / 5 / 4 / 3 / 2 / 
PRESENTATION / 5 / 4 / 3 / 2 / 

DATA AND FINDINGS: :

  1. called room service at 9:00PM and the order taker “Mahmoud” answered after 6 rings with “broken” English and said “I may help you”.
  2. I asked for mushroom soup and he replied “ok Sir”. Then I asked for pizza and he replied “please call the Italian Restaurant”!?
  3. I explained that I wanted room service and inquired about the types of pizzas they had, he replied “Margherita and Vegiterian”.
  4. I asked what size and he replied “cheese and tomato”??. I explained again that I’m asking if it was large, medium or small, he replied “oh, … medium”.
  5. I requested the fried calamari, thanked me and he hung up!!. No up-selling effort, he did not offer any beverages, or dissert, did not repeat the order and did not mention how long it would take to deliver the order. !!
  6. 3 minutes later “Mahmoud” called saying “Sorry Sir, no mushroom soup”. I asked if he could check with any of the other outlets, in a frustrated tone, he said “no mushroom soup”. He never asked if I would like another kind of soup. ?
  7. At 10:00PM the food arrived (it took 55 minutes). When I asked the waiter about the reason of the delay the waiter indicated that they were very busy and that they had 3 other orders prior to mine!??? (photo).
  8. The food presentation / quality was poor and not up to standard.
  9. The calamari was very hard, dray and “tough”.
  10. The pizza tasted uncooked and like dough / soggy.
  11. No salt & Pepper Shakers. No tooth pics….etc.

PS: So far, we have had no luck to enjoy a decent 5-star meal.

MEETING ROOMS :

ON 3/6/2008, RESERVED MEETING ROOM FOR 6 PAX WITH COMFFEE BREAK FOR THE SAME DAY AT 11.00 AM.

ASKED AT OPERATOR: Sarah

OPERATOR DID ACCEPT RESERVATION : NO

OPERATOR DID REFER TO RESERVATION: YES

COMMENT:

  1. On June 3rd, I Called the hotel operator at exactly 9:00AM requesting to be transferred to reservations, Sarah said that “ there is no one in reservations now” !!. I asked her what time they will be in and she said “09:00AM”!?. As I was thanking her, suddenly she hung up!!. Although I was calling from my room, she never used my name, nor did she offer to get back to me (Telephone etiquette).
  2. At 10:00AM I called reservation again, and spoke with “Abeer”.
  3. After giving her the meeting requirements, (A room arranged in U-shape with 6 chairs, VCR & monitors, over head projector, a flipchart and an LCD; for 11AM meeting). She told me that she would call me back within fifteen minutes. She did not know what an “LCD” is.
  4. 30 minutes later, She called and asked me if the attendees will be Egyptian or Foreigners?. I asked if it made any difference?. She said that she was still looking into the matter and she will call me back!
  5. I requested from Abeer to contact me before 10:30AM. She called back to inform me that they do not have “LCD” at the hotel. I advised her that the “LCD” was a must. I requested that she should check with other hotels in the area and try to find one, she said “ok” !!
  6. Until 10:30 AM., she did not get back to me at 11:00 AM. I went to the Front Desk looking for her, I was told that she did not call me in the room because she did not want to disturb me??? She then called the someone at Food and Beverage department, who in turn told me that he cannot arrange for the equipment I need, except for the flip chart and over head projector!!.*
  7. In the process she never inquire about our coffee break requirement / arrangement. She never informed me as to how much the meeting facilities will cost me for the??

PS: IT WAS TOO LATE TO ARANGE ANYTHING ELSEWHERE AND THE MEETING HAD TO BE CANCELLED.