Leo’s travel journal

Leo’s travel journal and other juicy bits…

A letter… (part 2 – finale)

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So, after that letter was sent out, the Assistant General Manager of the hotel called and did his usual thing of apologizing, empathizing, etc…

His letter post-telephone call goes like this…

Dear Mr Lee,

Thank you for taking my call this morning and for allowing me the time to follow up on our recent email correspondence. As agreed I have summarized the details of our conversation in writing.

Firstly, I wanted to take the opportunity to respond by phone myself to offer both a thank you for the feedback and also a personal apology for the service you received.

It is very rare that we receive such a real and precise description from our guests and we have to admit that your complaint has made a big impression on us. We are strong believers that we have to put ourselves in the shoes of our guests in order to understand how we can improve our service levels. It is clear from your comments that you experienced several service failures during your stay.

We have shared your feed back and your disappointment both in the morning meeting with all departments as well discussing the comments in more detail with our operational department heads. I spent time highlighting the simple measures that could have been taken to ensure your stay was a pleasurable one. In addition I have also asked our training manager to incorporate your feedback letter into future service trainings to highlight how simple service exchanges can make or break a guests experience in the hotel.

As discussed we were surprised by the comments regarding check in and out as our Front Office department regularly scores high on friendliness although I can admit that on occasions there has been comments made regarding the friendliness of our concierge.

Thank you for the kind words regarding the service and personnel in the Club Lounge and also your experiences in Sheraton Amsterdam Airport and Sheraton Stockholm, after these interactions I hope Starwood can continue to count on your custom in the years to come.

Regarding the hotel, I know there is little I can say in this email that will prove to you that we have listened and acted upon your comments. The proof will be in the service you receive the next time you opt to stay with us and I hope that will be soon.

In the meantime if there is anything further I can help you with please do not hesitate to contact me.

Warm regards

And my reply to this one was…

Dear Mr. X,

Thank you for your call and subsequent mail.

Your response has been most prompt and it addresses the underlying issue of service that I had the unfortunate chance to experience, to a certain extend.

As mentioned, not everyone who writes in are looking for compensation (in this case, points) unlike the multitude of cases that you encounter.

Subsequently, I was dismayed and rather insulted with such letter by your property’s first correspondence that evidently came across as a “copy and paste” job. This added salt to the wound, the fact that no one in the hotel took my remarks seriously; hence my detailed reply.

Some just state their points and do not return – I believe I am one of those.

As far as I am concerned, I have voiced my experience and dissatisfaction and have received a satisfactory response from the hotel representative (you, to be exact).

I therefore consider this matter to be done and over with. Time will tell whether I will choose to return to the your hotel.  For the moment at least, the company’s and my personal selection of hotels in Brussels will exclude your property.

Mr. X, thank you once again for your personal intervention in this matter.

I wish you a pleasant day ahead.


Thanks for reading!



Written by Leo

23 October 2009 at 23:39

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