Question, can't get S/D to call me, am I being unreasonable?

[phanomouse]

I cannot for the life of me get the front desk manager to call me back!!! let me give you a little back ground and ask if any of you think I am over stepping my boundaries. My last stay at the Dolphin ended up being very.... hmmmm... WET. We were there for 17 days, on the very first night my wife woke up and went to the sink where we had left some bottled water and the ice bucket. When she stepped towards the sink water seaped up between her toes. She thought the Ice bucket or water had spilled and she threw towels down. When we woke up in the morning I went to see how wet the floor was and when I rounded the corner and turned on the light I noticed dirty water all over the wall and in the sink (looked like someone threw coke at the wall). I finally found that it was leaking heavily from the ceiling above the sink, then onto the counter and down to the floor as well as into the sink. I called the front desk and they said that they would have someone come up while we were out and about. When we got back it was definately cleaned up, and the floor wasn't soaked anymore it just felt damp like it would after being steam cleaned. We went to dinner and when we came back... FLOODED WORSE THEN BEFORE. It was now 9:30ish and I called down. They said "please come down and have some dessert on us while we come look at it" so we went down and were met by the front desk manager. We had our dessert and headed back up to our room at about 10:45. The room hadn't been touched. I called and they said someone would be right up... I told them that my wife was tired and we were not leaving the room but to come up anyway. I stayed up until 2 am I called down 4 times to say "no one has come yet". The next day we got a note from housekeeping to please make sure that we didn't let the water over flow when using our sink because this was the 2nd day they had to clean the carpets... I was pissed!!!! I called and asked for a room change and was told that they were booked full, but they would get the problem fixed. Well to make a long story a bit shorter it never got fixed, and by the time we were checking out we hadn't even heard an apology. When our limo arrived the bellman came to get us and handed us a paper with a name and a phone # of one of the front desk clerks. When we got home my wife, with all her rath, called and was told that they would refund one nights stay and offer a free 4 night stay the next time we returned to the hotel. Out of anger my wife said "We will never stay with you again", he told her that the offer stood if she changed her mind. When she told me this I gasped, and said that I planned on staying there because a flooding room was an isolated incodent and I didn't think it would happen again...

Ok so now we are going back and we have decided that we would like to take up there offer for a few of the nights we will be there. So I called and talked to the ressie office and she was approved to offer me $150/night stay (my wife is an RN and gets $129/night). I knew I wasn't getting anywhere so I told her I would think about it, and we ended the call. I called back and spoke with someone who transfered me to the dolphin front desk so that I could speak with the person who gave the offer in the first place. Great he doesn't work there anymore. So I ask to speak with the manager, he was on lunch and if I told them the situation, they would have him call me in an hour. No call for 2 days! I called back yesterday and was told, he has the message and will call you back when he has a second. I told them, I don't even care if I get the free nights, all I wanted was for them to beat what I was paying elsewhere, and that I knew they could because there were people getting $81 rooms on hotwire. So do you think I am being a pain??? Do I have a point? Should they stand behind their original offer??? Why I am asking is because they don't think they need to because the gentlemen who offered it is no longer there, and that pisses me off!

 

[ducklite]

First of all, I think you need to calm down--you're upset, and very rightfully so, but you need to present your case in a less emotioinal manner.

Here's what I would do:

1. I would have disputed the charor the room with teh credit card company. Probably too late now, but somthing to keep in the back of your mind in the future.

2. Next, sit down and write a letter. Address it to the GM, and CC it to Starwoods Corporate HQ. Send it to both via Fed Ex (that always gets people's attention.)

In the letter, write as you did here, about what happened. Let them know how disappointed you are in their service, and that you expected a much higher standard. Point out how irritated you were by housekeepings note, and being kept waiting when no one showed up. Also state that the lack of communication by their managment team is frustrating and unreasonable. Point out that you were there for 17 nights, which shows a tremendouse level of brand loyalty, but taht if this isn't resolved in your favor you will take your business elsewhere in the future.

Write what was offered to you, and explain that now you are being told that that offer won't be extended. Tell them that you are willing to try them again, but you feel that there is a tremendous level of bad faith in the renegged offer, as well as the seeming refusal of management to return your phone calls.

Let them know that you would like to take them up on their original offer of four free nights, and write exact dates that you wish to stay. Ask them to send a written confirmation of the reservation for those dates, as well as confirming that the stay will be complimentary.

Then let us know what happens.

Anne

 

[Pamlur]

Also, there is a Starwood forum at FlyerTalk. com (take out the space that I put in)that has a customer service rep type person employed to read that forum and try to help.

 

[sha_lyn]

Oh boy I feel your furstration. We had a very similar situation at HRH 2yrs ago, only it was out toilet that backed up (in a 6 week old hotel) and flooded the bathroom. House keeping wouldn't mop it up and DH ended up cleaning the bathroom floor the 2nd night at 2 am with bath towels. We were offered 1 night free, then when I booked that night the excutive office gave us 2 night. When we arrived we had major problems tryign to get into our room (door lock was broken). It took security an hour of arguing with the front desk to get us in a different room. We finaly got into a room at 1AM. We were offered our 3rd night free for the problem. Imagine our suprise when we were charged for 2 night. The manager even told the credit card company we made up the story and were never give more than 1 free night. we ended up paying for the 2 nights.

Anyway, my point is that you have every right to insist they back up their offer. If they won't tell them you wil ltake your business else where and you will spread the word about their poor customer service.

 

[denman007]

I would have started bucketing it out into the lobby.

Did you take pictures? Send them with your letter!

 

[peachgirl]

I don't think you're being unreasonable at all. However, if I were in your position, I'm not sure I'd really want to stay there again.
The experience you had the first time along with the problems they're giving you now would sure make me think twice before staying again at any price.

If it were me, I'd write the coporate office just to make them aware of what happened, but I would still take my business elsewhere and never have another good word to say about them!

If you want to attempt to get them to back up their offer, Ducklite's suggestions sound very reasonable to me.

 

[phanomouse]

First of all thank you all for commenting!!! I actually did write a letter and yes I did include the pictures... one of the wall with the dirty water, one of my wife standing in the water (hehehe) and one of the sink full of brown water (we closed the drain one night to see how full it would get, it overflowed). The reason I called them a few days ago is because I wanted to see if the letter had been recieved, I sent it over a month ago. It had been recieved, just no call back has been made yet is what I was told.

Ducklite, I thank you for your advice! Although my post sounded angry, the only thing I am angry about is the fact that I can tell the manager is avoiding talking to me. I got over the actual event a day after we got home. Some might ask how I know I am being avoided??? Well when I called the ressie office the agent put me on hold... or so she thought. She must have hit Conf. because I heard her discuss the situation with the front desk manager. I put my phone on mute and listened... He said he knew I would be calling and he told her he didn't really want to talk to me directly, just to offer me the $150/night deal. Just as I got up the guts to say something he disconnected. I know that the agent realized I had heard because I heard her gasp. then silence as if she muted it. Then she came back on apologizing profusly. Any ways Thank you all again!!!

 

[Took]

Ducklite's advice is right on and I would second others' suggestion that you involve the corporate headquarters on this one. When we had a minor problem at a different Starwood property and then had problems getting the "offer" we had been promised, we talked to a couple of Starwood folks (pleasantly but firmly) and finally got the offer, though it took a number of calls.

I'm really sorry to hear of your incident--I have always wanted to try S/D but am a bit wary after reading posts like yours.

Took

 

[beansmom]

I gotta tell ya, when I read the subject line, I thought "Hmmm, why isn't her step-daughter calling her?"

 

[phanomouse]

Ok... so I finally got someone who is willing to talk to me. She's lost my # twice now which doesn't make me trust her very much but oh well.
So here's the offer she gave me.... Even though we were offer 4 nights free, she is willing to offer 2 at the most, and then the other nights we need would cost rack rate. I say why rack rate when we get the Nurses discount? "Discounts don't apply when you are getting a free room" hmmm ok so I can either pay for 4 nights at the nurses rate or get two nights free and pay two nights of rack rate (which she quoted as $324/night, when dreams unlimited quoted it as $237). I am supposed to call her back after she talks to her boss, nope she's not calling here I have to call her... LOL ok anyway thats what they have offered me.

 

[ducklite]

I would still send the letter, but if it doesn't work, take the two free nights and say "thank you". Then call back and book the nurses rate for the other nights.

Anne

 

[dahess]

OMG you poor people. I am sooo sorry!

 

[floridafam]

I don't think you are being unreasonable at all.

You should be given the offer you were quoted even though it sounds like an empty offer because you can do better on your own. I'm not sure I'd go back. What if you have another horrible stay? I wouldn't feel comfortable giving a business my money that showed such poor customer service and continues to do so, at least in your case.

I would make my feelings known in a letter to whomever can resolve the situation.

I have never believed that offering future discounts for present problems is good customer service. That benefits no one except the resort because you come back and spend money. I think problems should be handled at that time with solutions that benefit you then and there.

So, this is only MHO but write the letter to someone higher up than the manager who was too unprofessional to take your call, ask politely for them to remedy the situation and don't go back.

 

[jaygatz]

So, you were told that you could have 2 nights free and then 2 nights at 324/night? What are they talking about? Tgat is a total cost of 648, and you could have 4 nights at nurse's rate for a total cost of 516...you need to laugh at their offer when they call back!

Listen, I, too, had problems on my last trip. All it takes to get things straightened out is register at SPG.com, and complain via the website. You'll get results--I did.

 

[Gillian]

2 nights free in your name. 2 nights at the nurses rate in your wifes. But then you'd have to move.

Remind me not to stay there.

Also, take a look at the swan/dolphin hotwire thread. It's very possible that you could get one of those hotels for $81/night.

http://disboards.com/showthread.php?s=&threadid=353314

 

[Sammie]

Get a fax number for the manager's office and copy this thread and send it to them.

Considering they are a sponsor for this very board, I think you will get their attention.

Good luck.

 

[m.pots]

sorry to hear the room problems. I thought that the S/D had a policy of satisfaction. I think I read it on the S/D main thread on the disboards. Maybe Dreamflight99 or ozziewags over there could help. I wouldn't give up on getting the entire stay free. I wouldn't accept anything until you have it in writing. They can email it to you or fax the offer to you for you to consider. Then make sure the ressie they send you reflects the agreement you reach. If their offer isn't satisfactory then I'd send a copy of that to corporate and explain that you'd really like to stay a customer but will take your business elsewhere if they can't rectify the problem. Definitely don't accept the rack room rate offer!
Good Luck! I'm sending some pixie dust your way!

 

[dreamflight99]

Originally posted by Gillian
Remind me not to stay there.

Okie-Dokie! "DON'T STAY THERE!"

BTW...which room were you in when this occurred? (just curious). Yes...there is a 100% satisfaction guarantee associated with all SHERATON resorts. Let me know how this pans-out. Sorry, for all your trouble.

 

[CarolA]

While it is too late to help our original poster, this does bring up a valid point.

If you are offered something like the free room for a future stay, make sure you get it in writing!!! Make them give you a piece of paper (even a handwritten note on letterhead would work) right then and there! As you have seen, there is a lot of turnover in the hotel industry.

If I were you, I would quit dealing with the hotel itself (They sound just like my home builder, he loses my phone number daily!) and call Starwood directly. Be sure to tell them about the converstation you overheard! Or the next time you call, ask for the regional manager's name and phone number.

Option three (and this is the one I just used on my home builder) is to go to Disney and stay someplace else. However, one day go to the lobby and proceed to raise a VERY LOUD stink about the fact that they refused to honor their committement and that your room was flooded (you don't have to let the guests checking in know that it is not your current room!) (I went to the builders and very loudly complained that they had sold me a house with MAJOR defects etc... in front of someone who was there for a design sesion , while my only defect was the driveway the potential buyers did not know that and the management got very neverous. I have a new driveway)

 

[phanomouse]

Dreamflight... we were in room 12044 at the Dolphin

We finally got in touch with the Manager that helped us after it happened. He told me that he doesn't remember the situation at all, and if he were to have offered me something he would have done it in writing or in the form of a certificate. I asked why he didn't notate in there system, He told me that he did!!! So I asked why he couldn't remember? Then he told me that he was starting to, but because we didn't take him up on the offer when it was given that the best he could do was $129/night (which we would already be getting). Here's the deal, I am staying at the YC for a long period of time and towards the end of our stay we are going on the cruise. When we get back we are staying at AKL for a very very good rate better then what I have seen on the POFQ thread. But I have stayed there many times and really would like to be back in the epcot area and there are no availabilities at any of the other epcot resorts. All I ask of this manager is if he could get even remotely close to the price I was paying for AKL. His response "there is a world of diff between our Resort and AKL, it doesn't supprise me that they can give you that rate but we just can't". So that is good closer for me. I am not saying that I wont stay at the S/D in the future it just wont be my first choice. Thanks to all those who posted and thanks for all the advise.