Message Sent

As promised in my earlier post I will be sharing my communications with myself and the hotel regarding my past stay. In a search of their corporate website I was able to submit a complaint through a free formed box and select the "Compliment or Complaint" category.

I first drafted the submission in MS Word - a better way to few the overall message and execute spell / grammar check rather than within a tiny box - and a web pop-up notified my of the message being sent. I did however receive a message received confirmation in my email inbox - which is a simple step that companies should do.

The full text (minus rates or identifying information) of my message is below:

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As a frequent business and leisure traveller and a Customer Experience professional I was looking forward to my weekend stay in one of the suites at the &&&&& Hotel in New York. The overall size and comfort of the room was good, and while it was expensive it was decent value. The service that we received at the hotel however will keep myself and wife from staying at a &&&&& Hotel again.

We did however find the staff to be unprofessional and inattentive to simple needs in a number of ways:
- I was not asked for my &&&&& card or membership and did not receive room credit for my stay
- We requested a standard sewing kit be sent to our room – it never arrived
- We tried to book usage of the complimentary car service but found the attendant to be generally uninterested in our request
- We were assured by the concierge that the adjoining lounge would accept us early and were turned away by staff

For a boutique hotel asking $### a night for a suite I would have expected at least basic services and requests as I have described above to be met. I have received better service at a number of other hotels that certainly don’t claim to have the prestige or pedigree as &&&&, but deliver quality service and deserve my business.

Sincerely

Devon MacDonald
&&& Number #########

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I will post their response (including response time) upon receipt