I am writing to you as a Chair of Russian Speaking Community Council in the UK (the organisation which works in partnership with Russian Government) regarding to the service which was provided at the 5th Russian UK Forum that was held on 25th of March at Courthouse DoubleTree by Hilton London Regent Street.
Our organisation has a huge experience in organising these sorts of events several times a year at different London’s hotels. Unfortunately we are deeply unsatisfied with the level of service which was provided at the hotel this time and we believe it was not at the level of 5*Hilton hotels.
Despite of 3 official meetings with the different managers (there were 3 different meetings as managers which we were dealing with were every time different and not aware about our agreements with their predecessors) were at the hotel and the agreement, there were several issues at the venue that haven’t allowed us to complete our event successfully. First of all it is a technical part (an opportunity to use the Screening Room) that has failed. There were some other issues which caused our disappointment as well.
We are not only deeply unsatisfied with the quality of service (please see our correspondence with the hotel attached), but moreover we still can’t receive the invoice for the amount of money which we have paid long time ago - before the event - £5, 525.00 in spite of our numerous requests.
We acknowledged the managers of the hotel with the outcomes and all matters which caused huge problems on the day of event. We found service provided by the hotel did not match Hilton standards and required compensation from the hotel.
We would like to bring this situation to your attention as we believe you would like clients to be served according to the appropriate for Hilton Hotels group level. We hope you are able to tackle this issue as soon as possible.
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