Members TownsendPLocke Posted December 14, 2008 Members Share Posted December 14, 2008 There is a hotel in Las Vegas that I am a frequent guest.I have stayed there since the month they opened and this last stay was my 20th stay there. Well I have had some real customer service issues at this property.The front desk folks are all smilley and nice-but they really seem to hate guest who have status with the national chain they belong to.I have caught them up in lies several times,I have also had arguments with junior manangers about the perks and promotions that the national chain promotes-only to have this property tell me incorrectly"no-sorry the rate you are staying at does not qualify"or some such nonsesnse.I write a letter to the GM's office,one of his juniors gets back to me with a "sorry-here some**** points to make up for the inconvenience. I also have posted reviews of this property on line and have talked about it in one of the travel sites I post on. Wellllll I am now on the hotel's "shit list" it seems The last stay I was placed in a room directly across from the service elavator on one side,and the air handler vents on the other.Technicaly the hotel did place me according to the preferences in my profile(high floor,away from elevators,king bed)but they pick the absolute worst room they could within those guidelines. I asked to be moved-was told there were no more king bedded rooms available.I know this to be an outright lie-as the parking garage was less than 1/3 full and when I checked again in the AM I was told that they had many king bedded rooms.As a status member with the hotel chain I should have had a good room pre blocked-this obviously did not happen. Also,despite being a frequent guest at this property I have never once been welcomed back as a return guest nor has my status been recognized,nor am I thanked for my patronage. so It is letter writing time again The reason I stay with this property at all is it is very convenient for my work in Las Vegas,I do not have to hassle with walking through a casino to get to my car in the morning,the rates-while not cheap,are reasonable especially on weekends,and they have an exec lounge which is very convenient for breakfast/snacks. I will write the GM-I am planning on staying at this property one more time befor the end of the year-and that might very well be my last visit to this property. Quote Link to comment Share on other sites More sharing options...
Members RA1 Posted December 14, 2008 Members Share Posted December 14, 2008 Please don't think I am throwing rocks at you but what you have done so far in this forum is vent. Naming the hotel might allow additional pressure from such as the rest of us. My personal theory about retail service is to either write or talk personally to the manager about the problem. As a matter of customer courtesy with any expectation of improving I think that is what is required. If there is no satisfactory response, they have had their one fair warning and I leave forever, mentioning the problem to whomever wishes to listen thereafter. I also understand that this hotel has advantages to your work and its' location is favorable for you. That kind of information naturally does factor into my evalutaion of any situation but at some point one must decide if those pluses are worth the minuses extant. Best regards, RA1 Quote Link to comment Share on other sites More sharing options...
caeron Posted December 15, 2008 Share Posted December 15, 2008 You probably know better than I do, but it doesn't sound to me like you're on the shit list, it sounds like you're in vegas. Service has been crap there at any number of hotels I've stayed at compared to most other cities. It's not that they don't care about you. They don' t care about anybody. Quote Link to comment Share on other sites More sharing options...
