June 1St at 7:45PM, Guest in Room 158, Mr

GUESTS’ TESTIMONIES

1. GUEST NAME :MR. & MRS. MARTIN LOUIS (BRITISH)

Room No.: 158

SERVICE QUALITY :

Criteria

/ Strongly
Agree / Agree / Neutral / Disagree / Strongly
Disagree
Speed of Service / 5 / 4 / 3 / 2 / 1
Attentiveness / 5 / 4 / 3 / 2 / 1
Friendliness / 5 / 4 / 3 / 2 / 1
Efficiency / 5 / 4 / 3 / 2 / 1
Smiling / 5 / 4 / 3 / 2 / 1
Tactfulness / 5 / 4 / 3 / 2 / 1
Hospitable (feel welcomed) / 5 / 4 / 3 / 2 / 1
Use of your name / 5 / 4 / 3 / 2 / 1
Overall Service Rating / 5 / 4 / 3 / 2 / 1

COMMENTS :

June 1st at 7:45PM, in interviewed a guest in room 158, Mr. Martin Louis – checked in on Sunday, May 28th for 7 nights,who had the following comment :

The mini-bar had melted chocolate
They checked me into a wrong room (double double versus king bed)
The food variety is poor (vegetarians)
The entertainment was poor and boring
Service quality wasnot up to my expectations for a Hilton Hotel
My room had a bad smell / odor
The hotel staff is not pleasant and hospitable
The attentiveness is poor and nobody ever smiles or greets
People seem to be very laid-back here and very slow

2. GUEST NAME :MR. & MRS. MALCOLM GALE (BRITISH)

Room No.: 068

SERVICE QUALITY :

Criteria

COMMENTS :

June 3rd, as Iwas waiting by the towel counter at the pool,Iinterviewed a guest in room 068, Mr. Malcolm Gale – checked in on May 31st, who had the following comments :

We are really disappointed at the service in this hotel, nobody pays attention or cares about our needs
the room service tray was left over day in front of our door
old food was found in fridge and although Icomplained, it was never removed. We are disgusted to open the fridge any more
the hotel staff is not friendly, no one ever addressed us by name
yesterday, we ordered a drink at the pool bar and waited for ever
lamp shades in our room are very dirty and housekeeping does not dust or vacuum the room properly
the floors are so dirty, we have to wear our shoes while walking around the room
we had to change rooms twice
we are very disappointed with the service in this hotel, it does not stand for a five-star Hilton Hotel, as we know it.

3. GUEST NAME :MR. & MRS. KAS WANDA (BRITISH/INDIAN)

Room No.: 005

SERVICE QUALITY :

Criteria

COMMENTS :

On June 2nd, while we were sitting around the pool,I interviewed Mr. “Kas Wanda” and his family (guest in room 005), who had the following comments :

Istayed here for one week and had requested for a king size bed and a roll-away bed for my 7 year old child. Inever received it till now
the phone and TV are out of order in my room
when Ifirst checked-in the room is facing the back road, which was very noisy and had an unpleasant view
the next day,Iwas moved to room 005. The hotel blamed the travel agencyand the travel agent told me it was the fault of the hotel for not honoring my reservation and room request.
the food variety isreally bad, too heavy and greasy. Poor food quality.
We have stayed at several five-star hotels in Luxor and other places, but this one really disappoints us. We will never stay here again !
They hardly smile around here. The staff seems to be very unhappy and lazy

4. GUEST NAME :SAM SAKER (MYSTERY SHOPPER)

Room No.: 011 & 259

SERVICE QUALITY :

Criteria

COMMENTS :

(Please see “Data & Findings” Report)

5. GUEST NAME :MR. & MRS. MAGED GHARIB(MYSTERY SHOPPER)

Room No.: 326 & 371

SERVICE QUALITY :

Criteria

COMMENTS :

(Please see “Data & Findings” Report)

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HILTON LUXOR / MYSTERY GS 1 Guest Testimonies