My wife and I had recently attended an event, and was looking to enjoy our evening. I had heard mixed reviews from different Organizations that have held events at this location, but for the first part of the evening found the place delightful. It wasn't until we had gone to the Dinner portion of the event that my wife and I became verbally degraded by a banquet sever. My wife and I were both served food that were on visibly (non food) dirty plates and food soiled Utensils. When my wife and I brought this to the attention of our server David P. he had seemed angered at US! Unfortunately my wife is a bit of a germ a phobe and requested to have a new plate of food on a freshly washed plate and utensils. The server picked up her plate, but as he walked away, figuring we didn't know Spanish, uttered under his breath, the name of a female dog! We both were shocked and had to think if we were hearing things, but then he went over to another server, speaking Spanish and repeated it again. My wife and I demanded to speak to a manager, but were greeted by the Banquet Captain. Being upset, my wife, a HR Executive wanted to get the contact information for their HR Manager, and after 40 minutes of stalling by the staff she received it. We left the event and went back home.
The next day my Wife contacted a Paola G. and explained the situation. She was told that an investigation would be made and their is 0- tolerance on such behavior. My wife requested to be contacted once an outcome was reached. Miss Paola assured her she would be contacted after the investigation wthin a week. After a week had passed, there was no return call from Paola G. My wife made several attempts to reach her but was unsuccessful . I then made several attempts and finally was able to speak to her, using false reasoning. When I spoke with her she claimed no complaint was made to her and that David P. was a upstanding employee.
Since then my wife and I have made complaints to Hilton Corporation, but have yet to hear a response from them as well. Recently my wife had to attend a Company function held at this location, and had not only seen that David P. was still employed there but was receiving hostile looks from him the whole evening.
My question is then: When is Management no longer held accountable for it's staff?
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