Response from Customer Service

Following up from my previous posts in my complaints to my recent hotel stay I received a response from the Customer Service desk just within the promised 24 hour window.

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Dear Devon MacDonald,
Thank you for emailing us. I welcome this opportunity to assist you.
Please be assured both &&&&&Hotels & Resorts Worldwide and &&&&& Preferred Guest strive to maintain the highest quality of customer service. I apologize if your experience has not been an example of this and would like to assure you that it was the exception and not the rule.
I have forwarded your comments to the hotel's General Manager on your behalf. This matter will be fully investigated and you will hear from the hotel within five days.
In the meantime, should you have any further queries, please do not hesitate to contact us either by replying to this email or by phone at 1-800-###-###. Your reference number for this matter is #####.
I hope your next stay will be more enjoyable.

In order to ensure that we deliver the best customer service to our guests, I would like to ask if you could take a minute to complete our brief customer feedback survey. The survey consists of eight quick questions and should only take a minute or two to complete. We welcome your comments and thank you for your participation.
We appreciate your patronage of &&&&&Hotels & Resorts Worldwide. If you have any further customer service questions or concerns, please feel free to contact us at &&&&&@&&&&&hotels.com.

Best Regards,
&&&&& &&&&& Specialist,
E-Communications Department
&&&&&Hotels & Resorts Worldwide

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Meeting established customer expectations within the Customer Service field is an absolute must. I had mentally prepared my post in which I would stress the importance of meeting set expectations with customers, particularly when dealing with a complaint issue. I will save it for another day.

I appreciate the opportunity to submit further feedback using the links provided (hyperlinks from message removed to prevent identifying information), but I will admit to finding it a little premature and untimely. The type of feedback that they are looking for will most likely be jaded by my experience with Customer Service or addressed in my previous complaint. Companies should request feedback from customers, but it should be at dependable and consistent times within the customer lifecycle.

I look forward to the response from the Hotel Manager within the promised time and will share the response with you.

Also, after my wife read this post she let me know of a couple of other issues with the service that I had either a) forgotten or b) not been a part of;

• the wake up call that we requested for Sun morning never came (which is potentially very serious - we could have missed our flight)
• the front desk staff (who claimed to be on loan from another &&&&& hotel) didn't know where Bloomingdale's was - this is a major tourist attraction and I think that all staff should have a basic knowledge of the major attractions in the area
• no coffee maker in room, no restaurant open early to get coffee from and no coffee station in the lobby for early risers/departures
• the bathroom in the suite was quite shabby and not at all up to the standard that I would have expected for that calibre of room

I will pass this additional information on the Customer Service desk and Hotel Manager