Did Hilton Representatives call us “retards?” That’s simply not OK
As a small blog in the travel related blogosphere, we are quite used to getting a few abusive, R rated comments every now and then whenever someone disagrees with our point of view. It comes with the job, and we’re OK with it. But in a first for us, someone from Hilton corporate just unleashed a barrage of insults on us.
Last Christmas, we published a review of a hotel in which we were ‘upgraded’ to what would have been a somewhat boring, run of the mill, aged, expensive room. Don’t get me wrong, the room was definitely not a base room. It was large, and back in the 80s it could have been considered slightly north of mediocre. The one thing going for this hotel is its prestigious name. What definitely made it an unforgettable room though, was the utter filth in which everything was covered. We were moved to an acceptable room later and provided with compensation for the inconveniences, which was an appropriate service recovery.
We stay in hotels a combined 100 nights a year at a minimum, so we’ve grown accustomed with what to expect whenever we walk into a room. We’ve seen anything from somebody else’s underwear inside the bed, to a used condom in the waste bin, to urine all over the bathroom, to being given keys to someone else’s room. At a glance, this room looked OK. But less than five minutes after we walked in, we quickly started realizing that beyond making the bed and tidying things around, this room had not been cleaned in months.
How do I know it was months? Well, I too was a teenager who never cleaned his room. Had it not been for my mother nagging me to clean up my room, I would have been eaten by the dust bunnies. I’m also in IT and worked as a consultant, having spent months in hotels at a time while my apartment remained empty. Never did I see my place reach such a disgusting level of filth as I did in this hotel room.
Now, granted. I am a germaphobe and will concede to being OCD any day of the week. But I’m also sane enough to realize what other human being would perceive as having crossed the line from an acceptable level of cleanliness to a HELL NO. Which is exactly why I thought it was rather weird that after posting Jon’s review, we got a whole bunch of comments from readers where they seemed to be diametrically opposed to what we thought.
Whilst that room is dated and parts of it are dirty, the review is hyperbole and muchos drama. Black mold is rarely toxic and is not the public health hazard the media would like you to think. Go visit some of the champagne cellars that make your favorite first class bubblies or blue cheese caves. Dirty and kinda gross sure, but they quickly rectified it. And compensation? Omg what babies. They gave you an upgrade. Lord!
Our friend here is right about the yeast used in Champagne fermentation or the mold in blue cheese, which are purposely added and monitored to achieve perfect results. Where she proves to be completely bonkers is in attempting to equate those perfectly-safe-for-human-consumption fungi with the same black mold growing inside a nasty mini fridge in a hotel room. What ‘Omg what babies’ here also fails to acknowledge is that ‘dirty and kinda gross sure’ is just not acceptable at all, probably not even at a Motel 6.
Are you sure you didn’t spontaneously vaccummed on the carpet yourself from eating drama queen for breakfast and being so upset you forgot a simple spell check of your clickbait review?
But then the comments escalated very, VERY quickly (mind you, very NSFW language to follow):
Hey you retard Amway owns the JW as well
You are the biggest idiot I have ever heard of
You are an inbred and probably do not understand how a hotel works
Factually incorrect, on both accounts.
You are the biggest wimp i ever heard of, you complain about everything. They worked their butts off so you could complain. I hope you do not ever return they don’t need guests like you wasting their time.
Now you’re right to wonder why on earth we approved those comments and why I’m including them in this post. Fair question.
Turns out after reading them a few times, it dawned on me that they had all come from the exact same IP address, (XXX.XXX.100.206). Just another troll, I assumed, and as I was about to block them from ever commenting on our blog, I decided to do an IP search. And…
Is Hilton OK with its employees hurling abuse at guests?
Turns out that IP address is registered to Hilton at their Mclean, VA headquarters. A simple google search can tell me that.
But what this means is that there is someone at Hilton corporate who is:
Wasting their time reading our blog during office hours and using their corporate supplied equipment to hurl insults at paying guests?
Tasked with reviewing blog posts and submitting comments that make it sound like the writer isn’t right about their complaints?
Stupid enough not to realize that in this digital age, anything can be traced back to them?
If someone at the hotel in question had called us retards or inbreds in person, I have no doubt their employment would have been terminated right then and there. Given that the internet affords some degree of anonymity and I have no way of finding out who wrote this beyond the fact that it came from a Hilton IP address, I guess we will not find out.
Now, there is a very small chance than all of Hilton’s properties utilize the same IP addressed registered to their HQs, and an even smaller chance that very single comment we got on that post came from a guest that was at that exact time staying at a Hilton hotel while reading the post. I’m gonna put it out there even though I’m convinced it’s astronomically unlikely.
I really hope whoever did this does not work in customer service, or anywhere their views are exposed to clients, as it would reflect very poorly on their employer’s image.
We would welcome someone from Hilton corporate to reach out to us to discuss this more, especially knowing that they’re probably reading us!
* “We support the Special Olympics and their fight to end the use of the word retarded. We’re donating to that cause, and if you’d like to as well, here’s a link to PLEDGE YOUR SUPPORT to eliminate the demeaning use of the R-word.“