Dear Mr. Barrow,
Thank you for taking the time and trouble to complete one of our online guest questionnaires and writing the e-mail regarding your recent stay with us here at the Hilton Dartford Bridge.
We really value receiving both positive and negative feedback allowing us to focus on where further improvements and training are needed.
The incidents you experienced during your visit with regard to your dining experience in our Restaurant was unacceptable, and quite clearly a lack of attention to detail and lack of customer service was to blame. I would like to personally apologise for your experience and please let me ensure you that your observations are investigated and remedial action/retraining is taken immediately so we do not have a reoccurrence of this. A copy of your letter has also been passed to our Head Chef who took further action in regards of the food served on the buffet which has now been resolved.
As a token of appreciation of your business and feedback I would like to invite you and a guest to a complimentary dinner for two at our Seasons Restaurant along with a complimentary bottle of wine of your choice. Please do let me know of a date that would be convenient for you to come and join us. Alternatively you can make use of this offer on your next visit at the Hilton Dartford Bridge as we would like to have you back as our guest. We hope that we can restore your faith in our hotel and restaurant.
As you have mentioned in your correspondence concerning the water system not functioning properly in your room, I have spoken to the hotel maintenance team who have looked into the matter and it has been addressed.
I would also like to apologise to you in person. Please let me know of a time when it would be convenient for me to call as my try was unsuccessful.
Thank you once again for your comments as it is only through guest comments such as yours that we can continually monitor and maintain our level of service to a standard our guests expect and deserve.
Adel Trif Asst. F&B Manager Hilton Dartford Bridge
Many thanks for your email.
I live in Falmouth, Cornwall – about 350 miles away from Dartford – and so the offer of a complimentary dinner is very kind but I don’t think practical.
If I lived next door I would think twice, having used the hotel a few times in the last year and been consistently disappointed.
I will be using the hotel again for business over the next 12 months and will wait and see whether any changes are apparent.
Lets just hope that my feedback does create change.