Response Received

As promised - below is the response I received from the hotel I was dealing with. They are in a difficult position - I have already left - and they have limited opportunities to win me back.

Companies should do what they can to try and restore an overall customer experience though. Dealing with the customer service department or help line is as much a part of the experience as staying at the hotel itself

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Well Hello There Mr. MacDonald,

Thank you very much for reaching out to us. My name is Denny &&&&& and I am a Welcome Desk Manager at the &&&&&. I have received a copy of your customer service file and wish to offer my assistance from this point forward. Firstly, I like to offer my deepest and sincere apologies for the low level service you received while with us. Our goal is to ensure that every minute of your escape with us is pleasant and memorable (in a good way of course). If we have not done that then we have failed our job miserably. We appreciate that you have taken the time to offer this feedback because it gives us the opportunity to rectify and work on these areas that need work. There is no excuse for bad service which is why your feedback is so important to us.

To recover from a bad experience such as this is truly never easy. I am certain however that we can offer much better service than this and I am hoping that we can get this opportunity in the future. I have reviewed your reservation and indeed you did not receive the points that you should have rightfully earned. I would personally like to offer you a total of 5000 bonus points as a token of goodwill. My hope is that we can welcome you again and offer you the quality of service that I am sure we can offer you. I would also like to offer you a complimentary upgrade to one of our suites on any of your future visits. Please provide me with your &&&&& Preferred Guest number so that I can immediately add the bonus points to your account. Please feel free to contact me at any time if you have any questions or if there is anything else that I can do for you.

Warmest regards,

Denny