![]() I, to be quite frank, was unaware that handwriting would be such a damper on the experience. We like to handwrite our cards as it provides a personal touch from us and shows care and attention about your special event. The comment about the handwriting struck me, to be fairly honest. We are currently thinking of ideas to revamp our packages and complimentary gifts, and I will be sure to make note that we need to do more. I did also notice that you purchased a full bottle as well, so I assume it was enjoyed. When we did learn of it being your anniversary, we included the half champagne and a card as a complimentary gift from us. Again, since you did book last minute, I assume we did not have the capacity to give you an upgrade. We did not receive any notice from you at the time of booking about it being a special anniversary, and we cannot upgrade for a special occasion if we aren’t aware that it is a special occasion. We also like to provide complimentary upgrades when we can. I’m not sure if these were available at the time you booked, but since you booked within 7 days, I would imagine we didn’t have a lot of availability left. Our Luxury Main House rooms would have been a better fit. Our Garden Courtyard Queen rooms are standard rooms, and often the least expensive. Since this occasion was so special, anyone at our front desk would have been more than happy to help you pick a room that would suit you and your partner and provide a memorable experience. I did notice that you booked your room through, and they do provide photos and descriptions of each room. It’s unfortunate that you found the room underwhelming. You were taken down our alley because that was the easiest route to get to your room without going up and down needless stairs. We still try to talk through the tour if we are unable to physically show you the premises. As mentioned before, we try to keep wait time between check-ins as minimal as possible. We like to provide a tour for each guest at check-in, and I assume this did not happen for you due to us being very busy. With little staff, this can feel rushed, but please be assured that was not the intention. While this does not excuse the rough handling of your luggage, we were at peak check-in time and trying to minimize the total check-in time for each guest as efficiently as possible. We are like many other businesses during this time in that regard. Due to the unforeseen circumstances of COVID, we do tend to be understaffed from time to time, though we try our best not to be. I apologize for the rush with our bellman. We want the Eliza Thompson House to feel like a home away from home. We try to make it as special as possible for our guests. We understand that a 30th wedding anniversary is a momentous occasion. Since your review was so detailed, I would like to respond in detail as well, addressing each issue one by one. We apologize that we did not meet your expectations. We always set a high standard for ourselves, and we regret when that is not met. We appreciate any and all constructive feedback so we can strive to do better. Thank you for your feedback, kimberlycP1046TT. Hilton Hawaiian Village Waikiki Beach Resort.Hotels near Virginia College in Savannah. ![]()
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