S B.
Yelp
They're in the hospitality business selling rest and relaxation. Responsiveness is important, but apparently they may not realize it. We have been try to make human contact since March 25, 2019. It's now April 10th. Hello???
After trying to call the Hilltop several times for information and booking, we visited the Hilltop website to make reservations for a 5 day stay. We were able to book a room for 3 days; it was booked for the remaining 2 days we planned to stay. Fine - we'll book a second room and move to that room after 3 days.
According to their website, other rooms are available but couldn't be booked because the way the website is set up. When trying to book a different room for the remaining 2 days the message "no rooms available or a longer stay is required" pops up. Even though we meet the minimum stay requirement, we can't book available rooms for the remainder of our stay. Fine - we'll call them (According to YELP, they're OPEN).
We call several times. Crickets. They don't answer their phone OR return calls. Fine - we'll EMAIL them. They don't answer their email. The lack of response makes us rethink our accommodation options (along with the other 6 people who already booked, and were planning on staying).
Either the UP had a major telecommunication failure or these folks have no sense of urgency, don't care, or don't understand the significance of customer service. Recognizing that Hilltop isn't the Hilton, how difficult is it to return phone calls or emails? Even if Hilltop wasn't open for the season yet, or they were away, they still should be answering the phone, returning messages and email. Oh, and Revise your YELP listing if you aren't open 24/7 as advertised.
