6/10, Acceptable
Robert, Honolulu
Viatge en família
4 d’ag. de 2025
Què li ha agradat: Comoditats
Què no li ha agradat: Personal i servei
After a 12-hour flight, I was shocked by how rudely I was treated by Nikki Chapilliquen, the Assistant General Manager. Despite having a confirmed reservation, she told me they were fully sold out and made no effort to verify my booking. Only after I insisted did she start backpedaling—yet still offered no help, no courtesy, and no empathy, even as I stood there with my 9-year-old son.
More disturbingly, she made hostile remarks about another group of Asian guests and seemed to lump me in with them based solely on appearance. Even after I clarified I wasn’t with them, she remained combative and cold.
When I later called from outside—where she couldn’t see me—a different staff member immediately found my reservation and got me a room. That says it all.
Nikki repeatedly threw around her title in an intimidating way, and even circled our room later in her vehicle, which made my son and me feel watched and deeply uncomfortable.
Every other staff member was kind and professional. Nikki Chapilliquen was the outlier—and a glaring one. Management should seriously evaluate whether she is fit to represent this property.
Robert
Estada de 3 nits (jul. 2025)