goNDmay9
DIS Veteran
- Joined
- Mar 31, 2005
- Messages
- 598
I just got off the phone with the general manager of the Portofino - Paul LeClerc.
He started by apologizing again. He mentioned several times that this incident did not reflect the true character of the hotel. He said that the staff - including both the security officer and the manager that i spoke to - was going to undergo some sort of training so that this type of situation never happens again. He explained why they stopped my brother - that they have some issues with people sneaking on to the property and etc. I reiterated what i said in my letter - that this was totally acceptable and even encouraged. We are on vacation and want to feel safe. I have no issue with them asking my brother to show that he was a guest. He then went on to say that how the situation was handled was completely inappropriately and he is horrified that we left the hotel with that uneasy feeling that he had been singled out. I told him that i appreciated all that he had done - etc. I did ask what security's reason was for detaining him AFTER he had provided both his room key and his id. He told me that he did not have an answer b/c he had just read the report and had not spoken to the actual security person.
Anyway - on to the good stuff!!!!
He said to start off he would like to write a letter of apology to both me and my brother. Then - he would like to chance to do this over the right way and have us come down again as his guest for three days (i think he said days - i was so excited i cannot remember if he said days or nights).; YIPPPEEEE SKIPPPEEE!!! We're goin' back to Universal, We're goin' back to Universal!
Anyway - I was VERY impressed! He did an excellent job of following up and and a superb job of conveying empathy. He also mentioned that my letter showed that I had a great appreciation for the Portofino and that he did appreciate me putting that in there along with everything else.
All all - Jonathan Tisch will be getting a letter commending Paul LeClerc. I am a definite believer in writing positive letters and not just the negative ones. His call has completely restored our view of the Portofino. Like i said - people have bad days, and people make mistakes, but how the situation is handled will make all the difference. He did point out that he was mostly dissappointed in the way the manager reacted to me when i told her the situation. And how he was definitely going to make sure that change was effective immediately. He also said that the specific person involved would be spoken to and if he feels that he cannot adhere to the views of the Portofino and act accordingly - that maybe they will have to part ways.
So - GO PORTOFINO! I can now effectively post on the me, me, i've been to all three thread.
Thanks to everyone here for the advice. You have no idea how much you helped me! Not only did i get some great advice, but you gave me a place to vent as well as the feeling that i had someone in my corner. Gotta love the disboards!
Smooches!!
Deanna
He started by apologizing again. He mentioned several times that this incident did not reflect the true character of the hotel. He said that the staff - including both the security officer and the manager that i spoke to - was going to undergo some sort of training so that this type of situation never happens again. He explained why they stopped my brother - that they have some issues with people sneaking on to the property and etc. I reiterated what i said in my letter - that this was totally acceptable and even encouraged. We are on vacation and want to feel safe. I have no issue with them asking my brother to show that he was a guest. He then went on to say that how the situation was handled was completely inappropriately and he is horrified that we left the hotel with that uneasy feeling that he had been singled out. I told him that i appreciated all that he had done - etc. I did ask what security's reason was for detaining him AFTER he had provided both his room key and his id. He told me that he did not have an answer b/c he had just read the report and had not spoken to the actual security person.
Anyway - on to the good stuff!!!!
He said to start off he would like to write a letter of apology to both me and my brother. Then - he would like to chance to do this over the right way and have us come down again as his guest for three days (i think he said days - i was so excited i cannot remember if he said days or nights).; YIPPPEEEE SKIPPPEEE!!! We're goin' back to Universal, We're goin' back to Universal!
Anyway - I was VERY impressed! He did an excellent job of following up and and a superb job of conveying empathy. He also mentioned that my letter showed that I had a great appreciation for the Portofino and that he did appreciate me putting that in there along with everything else.
All all - Jonathan Tisch will be getting a letter commending Paul LeClerc. I am a definite believer in writing positive letters and not just the negative ones. His call has completely restored our view of the Portofino. Like i said - people have bad days, and people make mistakes, but how the situation is handled will make all the difference. He did point out that he was mostly dissappointed in the way the manager reacted to me when i told her the situation. And how he was definitely going to make sure that change was effective immediately. He also said that the specific person involved would be spoken to and if he feels that he cannot adhere to the views of the Portofino and act accordingly - that maybe they will have to part ways.
So - GO PORTOFINO! I can now effectively post on the me, me, i've been to all three thread.
Thanks to everyone here for the advice. You have no idea how much you helped me! Not only did i get some great advice, but you gave me a place to vent as well as the feeling that i had someone in my corner. Gotta love the disboards!
Smooches!!
Deanna
