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i hate the hilton.
let me back up.
last thursday morning me and mine piled into our family van and pulled away from our home's curb in the direction of fort collins, colorado for my high school's twenty year reunion. the drive from saint louis to fort collins takes between twelve and sixteen hours depending on wether you're riding with me or my father, respectively. using the band-aid removal theory, my intention was to drive straight through. after one hour of smooth sailing we watched the brakelights stack up in front of us which resulted with us sitting for one hour. this was followed by torrential rains, more traffic congestion and then more rains. the only saving grace of this seemingly cursed adventure was the children traveled amazingly well, better than i could even hope for and this without the aid of the portable dvd crutch (which very well may be the reason our kids travel so well).
so instead of arriving at 9pm, as i had intended, we arrived in the fort at 2am (MST). a classmate had offered his carriage house to us. he caveated the offer by saying it was on the tail-end of a renovation, but thought it was far enough along to house my brood. he was going to be gone when we arrived and told me where he kept a key secreted away. i had hoped i would be looking for this key in the late dusk light instead of the moon's, but as i said the trip thus far had been cursed. with everyone sleeping in contorted positions throughout the van, i momentarily sat and looked at the dark house. i got out of the car and went into the backyard. my goal was to find the key and get into the house before a neighbor reported a prowler to 911. my eyes were still adjusting to the dark when i heard a bush move. i turned to find a well-built figure clad in only a pair of shorts rapidly coming at me. as he neared, images of blairwitch entered my mind and i thought i was about to experience the final scene first-hand. he then spoke; "hey. i wish you had called first." it was my friend, and for reasons i won't get into, the lodging wasn't going to work out. i returned to the car and tentatively told marty we needed to get a room somewhere for the night. she silently nodded in understanding and i pulled out in search of some red-eye lodging. at one point during the hotel quest marty said with very succinct and frustrated tones she needed me to find a room, and like right now. there was a time in our relationship such an urgent mandate was a sign of good things to come. our relationship is sadly no longer part of that time. so i amped up my efforts.
i found a ramada for $90 a night. the room was of a nice size, had two beds, free internet, a pool, a fridge and complimentary continental breakfast. but given that we were going to be staying a week, marty wanted to get a nicer room closer to our activities. once we got settled marty went online and price-lined better accommodations. she scored a $220 a night room for $75 a night at the hilton. the next morning we packed up and headed across town for our new digs. hilton hotels are nicely appointed with lavish lobbies and clean rooms. upon checking in the first thing we noticed is that there was no fridge. marty called the front desk. they said they could deliver one at a charge of $10 per day. we needed one so requested it. never-mind that given the length of our stay, we could have purchased a new one at target for the same price and got to keep it in the end.
next i plugged in my laptop to check my mail and couldn't get a connection. i called the front desk for assistance and they said they'd send an 'engineer' up. two dowdy looking twenty-somethings arrived minutes later and i showed them what was happening. one of the two asked if i had yet payed the internet service fee. i said i had not assuming it came with the room. i assumed wrong and was told the fee was $12. i commented that that seemed steep for a week of internet given the availability of free hotspots. the technician corrected me saying the fee was per day and not per stay. i asked him to leave my room.
later that night my folks arrived to watch the kids while we attended an event. i told the children i'd get them an in-house movie for the night and queued it up. the pre-purchase warning screen advised of the $12 charge. $12 doesn't seem like a lot for r-level porn when you're away from home but it somehow felt like a burn for disney. i shrugged the imbalance off and accepted the charge. the next screen informed me $14 dollars had just been billed to my room. that is $12 plus a $2 tax and service fee which was obscurely footnoted in the previous screen.
the next morning i went down to get a coffee and bagel. i was greeted with a neon sign that said breakfast buffet $12.99. no morning coffee. no morning bagel. i stopped at the front desk to ask if i could get a microwave for my room (so i could make oatmeal). i absolutely could ... for a mere $10 a day.
i got back to my room and grabbed a bottle of water sitting on the television. just before i cracked the seal i noticed a piece of cardboard at the top that had in a bright red font, $4.00. below the price in a softer blue text were the words PLEASE ENJOY! i put the bottle back in place, went to the bathroom and scooped a handfull of water out of the toilet. before raising it to my mouth i looked behind the tank checking for a water meter with a dollar sign on it. i didn't see one but figured they could have hidden it behind the drywall. i poured the water back into the commode and then peed in the sink, afraid to use or flush the toilet given the distinct possibility of a hidden flow-meter.
now don't get me wrong about this. i'm far from uptight about spending money, especially when on vacation. in the past, i've laid out upwards of $600/night for a room on a ski mountain. i do believe you get what you pay for and am willing to appropriately compensate service providers. but i also believe one should charge what it costs to accommodate a client. if you can't shoulder basic and what i would say are reasonable requests from your guests, then you should charge more. some of these services routinely cost this business money and some do not thus making some of the added dings definitively frivolous. the net result of this treatment is that not only will i never again stay in the fort collins hilton but i will never stay in any hilton (wether they engage in such nickel and dimery or not) and i will actively evangelize against anyone else staying in them. an honest translation of such evangelism is if ever asked i will say i'm not sure where you should stay but i am certain where you should not stay. i'm told this tactic of repeated ten dollarish thumpings is a main-stay of pricier hotels. i reckon there's some battle-tested psychology that the more affluent appreciate perks when a fee is attached to them (anything someone will give you for free is not worth having you know). and conversely, sub-hundred dollar travelers expect everything inclusive, al a buffet-restaurant hell.
i for one, regardless of price, would like to engage a service and then not have to think about it again so i can focus my thoughts on my leisure or work. this hilton did nothing to improve my experience, all of their energy was spent increasing the size of my bill which on this stay they did succeed in doing but the obvious short-sightedness of their approach has forever lost my patronage and by extension anyone who cares to listen to my opinion, which record has admittedly proven is not all that many. so be it.
let me state again, in the event i have not been clear.
i hate the hilton. i'm not a huge paris fan for that matter either.
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