The waste of customer delays at a Hilton Hotel

Two of the "Seven Service wastes" are delay on the part of customers waiting for service, and opportunity lost to retain or win customers.

I experienced both of these at the Hilton Hotel off junction 15 of the M40 today. I was meeting a colleague and we both ordered a simple club sandwich for lunch. They took over an hour to arrive, and complaints on our part after 45 mins and 60 mins. Nobody bothered to come and explain about the delay, and complaints were met with "the hotel is busy today, sir".

Even worse, the hotel has implemented car park charges. We had to queue to get a ticket to exit the car park, the machine was not working properly - it was not accepting credit cards, and the ultimate insult was that the cumulative delays meant we were pushed into a higher charge band for using the car park.

We shall not be using Hilton Hotels again!