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Dear Mr. Barrow,

Thank you for taking the time and trouble to complete one of our online
guest questionnaires and writing the e-mail regarding your recent stay
with us here at the Hilton Dartford Bridge.

We really value receiving both positive and negative feedback allowing
us to focus on where further improvements and training are needed.

The incidents you experienced during your visit with regard to your
dining experience in our Restaurant was unacceptable, and quite clearly
a lack of attention to detail and lack of customer service was to blame.
I would like to personally apologise for your experience and please let
me ensure you that your observations are investigated and remedial
action/retraining is taken immediately so we do not have a reoccurrence
of this.
A copy of your letter has also been passed to our Head Chef who took
further action in regards of the food served on the buffet which has now
been resolved.

As a token of appreciation of your business and feedback I would like
to invite you and a guest to a complimentary dinner for two at our
Seasons Restaurant along with a complimentary bottle of wine of your
choice. Please do let me know of a date that would be convenient for you
to come and join us. Alternatively you can make use of this offer on
your next visit at the Hilton Dartford Bridge as we would like to have
you back as our guest. We hope that we can restore your faith in our
hotel and restaurant.

As you have mentioned in your correspondence concerning the water
system not functioning properly in your room, I have spoken to the hotel
maintenance team who have looked into the matter and it has been

I would also like to apologise to you in person. Please let me know of
a time when it would be convenient for me to call as my try was

Thank you once again for your comments as it is only through guest
comments such as yours that we can continually monitor and maintain our
level of service to a standard our guests expect and deserve.

Yours sincerely,

Adel Trif
Asst. F&B Manager
Hilton Dartford Bridge


Many thanks for your email.

I live in Falmouth, Cornwall – about 350 miles away from Dartford – and so the offer of a complimentary dinner is very kind but I don’t think practical.

If I lived next door I would think twice, having used the hotel a few times in the last year and been consistently disappointed.

I will be using the hotel again for business over the next 12 months and will wait and see whether any changes are apparent.

Lets just hope that my feedback does create change.



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Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.