Two different ways of customer service

I am in the Bahamas and had the opportunity to stay at both the Hilton Nassau and at the Atlantis resort.

I stayed at the Hilton Nassau on points as a Diamond member. Two weeks before our arrival, I called the hotel to inform them that we would need a crib in our room. When we arrived, they had no notation in our reservation about a crib. This wasn’t that big of a deal, so we informed the check in person that we would need a crib.

We went to our room which was upgraded to a better view, but not on the Executive floor. We did have access to the lounge. We decided to walk around and look at the city. Four hours later we returned to our room and there was still no crib there. Another call to the front desk to ask about our crib and another hour passes with no crib.

Finally 6 hours after our initial checkin, the crib arrives.

For dinner we ate at Thai Lotus – a restaurant that is just across the street from the Hilton. It was very delicious and very well priced food.

The Hilton has a private beach and pool out front where we spent the majority of our time. The staff at the hotel was not very pleasant and down right rude most of the time. So much so that we decided to cut our reward stay short and head over to the Atlantis earlier than originally planned.

As we arrived at the gigantic Atlantis resort – we were quickly greeted as we pulled up in the taxi and our bags were taken right away. We walked up to the check in desk and were greeted friendly by the staff. My wife asked if it was possible to get a room with a view if possible. He typed away and asked if we wanted a harbor view or ocean view. We choose harbor view because it was on a higher floor. We asked for the crib at check in.

We walked up to our room and opened the door and we had been given a junior suite! The place had a walk in closet and was huge. Flat screen TV, huge king bed, balcony and a wonderful view.

Twenty minutes later we received a call from the front desk asking if our crib had arrived. It hadn’t and they said they would look into the matter immediately. Five minutes later, a knock at the door at the crib was here. The front desk called back ten minutes later to ask if everything was up to satisfaction. What customer service!

The difference between people’s attitudes has made this trip very enjoyable. The staff at the Atlantis goes out of it’s way to help, assist, and is generally very pleasant. The Hilton Nassau was the opposite. The Diamond level in Hilton’s program is supposed to be their top tier – their most loyal customers. To be treated that poorly makes me want to switch my loyalty to another program.

In summary, I would not recommend the Hilton Nassau property – especially not on a points stay.

I have been very impressed with the Atlantis resort and would definitely return to this fantastic place.

Enough of my complaints – time to head back out to the sun!


  1. […] When we first arrived, I was bummed that we wouldn’t be getting an upgrade, but after seeing the beach villa, the entry level room at the Conrad Maldives resort if you will – I was more than happy to redeem 50,000 Hilton Honors points a night. In fact, it made me angry that I squandered 50,000 Hilton Honors points per night at the Hilton Bahamas. […]


  1. @David – The lounge was actually great. From 7-10 continental breakfast, 3-5 tea and cakes 5-8:30 was cocktail hour and hor’s dourves. No kids allowed during cocktail hour. They provide you with a mixed drink or you can get beers from the refrigerator. No bottled water to take away, just a big bottle that you pour into a glass.

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