Upon check-in, we had a very unpleasant experience that did not meet the level standards of your hotel.
1) When we checked in, we stood at the counter for 50 minutes, not counting the waiting time. From 18:45pm to 19:35pm, why was your front desk staff not efficient? You had someone who didn't know how to operate a computer at the front desk to check the room and ask colleagues and two supervisors twice for every operation.
2) As the later supervisor, Luke returned to the office for the first time and looked disdainful when asked one more question. Even though he was called out by the receptionist to operate later and I asked him to complain, he was impatient, lacked professional ethics, and did not match his title as a supervisor.
3) During our waiting period, a few people rushed up next to us. The gentleman at the front desk applied for room cards for them first. Isn't that First Come First Serve? Why are we asked to apologize and give Hawaiian Chocolate as gifts to them? Is it because my guest holds a Chinese passport? You have suspicions of discrimination, we have posted yesterday's feelings online for everyone to comment on and see how you have made a 'Christmas that we will never forget'!
We have stayed at many hotels in the "Doubletree by Hilton" series, and even in Honolulu, we have never been treated like this. We will definitely file a complaint and have the public comment on this matter.
