SOG email reservation request??

[mog]

I have always just called SOG to make reservations before, but we wanted to see about getting my parents a reservation and it was after hours. We did the email request on-line and at the end it said we would receive a response by email within 3 days. It has now been about 6 business days and haven't heard back. I just wondered if we should give them a little more time or should I call and check on it. I realize they said 3 days, but maybe it is normal for it to take longer?? Does anyone have any experience with email reservation requests with them??

 

[FirstNo]

Well, when I was doing the email (I had been doing email since its inception up until I left), it would take me 3-4 days (I worked weekends and was off 2 days during the week) to respond during the "busy season". Busy season was Jan 2 usually through the end of Apr. From what I've heard, the place is usually just darn busy about all the time. In the off season, a guest received a response, usually, w/in 24hrs (unless I was off, of course).

However, they no longer have someone dedicated to the guests (this person clearly stated, more than once, that she would not "knock herself out like {me}"). And while I don't blame her for not knocking herself out (I would receive 250+ emails a day and usually be able to answer between 220-230, but as you can see, it's a losing battle during busy season when you're by yourself, even when you can type), I do blame her for not being dedicated to the guests. SoG does not appreciate hard working people and, as mentioned before, do not do things in an intelligent way (and I can give examples concerning email, if you want).

So, as to whether or not you should wait.....I wouldn't. Your email has probably been deleted. From my source, I've been told that when it gets over whelmingly busy, deletion becomes an option for this individual. Go ahead and call (although I for one appreciate your patience....few things irritated me more than these idiot guests who email and didn't receive a response in 10min so, they called and then proceeded to get angry at us because they ended up being double-booked). Be prepared to hold for 30 min on the phone, but at least you'll be able to get a resv. Good luck!

 

[cheeringmom]

CALL! don't use the email. I know they are busy over there but I waited 3 weeks for a response and decided to call and inquire. No one could tell me if they had my email or not. So I got put on a waiting list for the CR. I got in too. They called a week before I was to leave so if I wanted the ressie, I had time to cancel my other hotel ressie w/o penalties. Good luck

 

[mog]

Thanks for the info. I didn't want to call too soon and end up double booked, but I was trying to find out what the fine line between too soon and waiting too long is!
I will call when they open this morning.
Thanks again!

 

[8caliace]

I recently made 2 e-mail reservation requests. I received responses and confirmations on both within 2 days. Maybe I just got lucky I guess.

 

[Leader of the Club]

I have always faxed SOG and included my telephone # along with my requests. They have always called me the same day.

 

[paulmc80]

I'd call. Also, write down everything. Including the person's name you speak with, time, date, confirmaiton numbers. The whole nine yards.

i for one do not leave anything to chance when dealing with SOG. When we were there in 1999 we wanted to extend our stay one more night. It was full so we were put on a wait list. about second day into our stay they call and tell us we got the extra night and to just go to the front desk or call them to confirm it. Well, like dummies we go to the front desk, the gal asks for our key card, she swipes it, says all done. Returning to our room a few days later for that last night and we are locked out! Nope. Nope. Nope. is the only response we get from the front desk. We don't have anyone that works here by that description.

Sooooooo ... I leanred my lesson from SOG. Do not trust them at all. Write it all down and get names, confirmation numbers. Or, have them write it all down.

I live in Hawaii and the Hale Koa here is so vastly different its like night and day when it comes to guest service. I have not a single clue why.

 

[skoi]

I'd say call too, just to be sure. We've had good luck with email reservations a couple times, and then there have been times when they never got our requests. I was glad I called to check up.

Have a good time.

Julie

 

[NHLizzie]

I agree that calling is better at this time. I used to receive an email response within a day, but I sent an email request a few weeks ago, and I hadn't heard anything after a week, so I finally called and was on hold for only ten minutes before a very pleasant person answered and fulfilled my request.

 

[mog]

I did call this morning. The person I spoke with said they had been busy due to the holiday and were running a little behind. She asked when we had emailed the request and when I told her she said that she knew for a fact that they were working on emails from several days after that date and therefore mine must have been "lost" or never got there. I went ahead and made my parents' reservation with her over the phone (and wrote down the confirmation number!). Now we'll see if they get their letter in the mail!
Thanks for all the responses - it is interesting how the email request works so well for some people and not for others!

 

[jjskribs]

I e-mailed over three weeks ago and never received a response I made a reservation at the Swan instead which is going to be more expensive but we decided to try something different.

 

[dcfromva]

FirstNo,
We have made ressies via email before and were quite pleased with how fast the response was and how efficient the process was (I've even recommended it to others)--but I haven't try it recently. I was just thinking you must have been the one to process our request!

Thanks!

-DC

 

[FirstNo]

Originally posted by dcfromva
FirstNo,
We have made ressies via email before and were quite pleased with how fast the response was and how efficient the process was (I've even recommended it to others)--but I haven't try it recently. I was just thinking you must have been the one to process our request!

Thanks!

-DC

LOL...well, I'd love to take credit, but that wouldn't be fair. When it's slower, I'm sure the person doing the job is adequate and responds in a reasonable time.

It's really ashame. Email is a wonderful way, esp for those who are stationed over seas or in AK/HI, to make their ressys. I had such big plans for it and was proud that we were able to assist guests 7 days a week, one way or the other.

Now, they have server problems they can't figure out so, only 1 computer can do email at a time (apparently, shortly after I left, this problem occurred and I heard there were grumblings that I did something to make it happen, but: 1. I don't have that kind of knowledge 2. I know better than to mess w/a gov't system 3. I have enough common sense to not do something so stupid even if I did know how to do it). The first year we were up and it was our first busy season, I was doing email alone. While I kept up, I really wore myself out (they had over 700 emails come in while I was on vacation and it took 8 people to attempt to keep up) and started having hand problems. After that, I told them I needed help by the time the next busy season started (and I got it....useless as it was).

When the program first started, the GM stated he wanted 3/4 of our resv business to come through email. By the time I left, it looked like that would not have been a goal that was going to be hard to make. It is a much more demanding job than phone resvs and it isn't for every one. You have to be able to type (although I seemed to be the only one who thought this was a necessity). You have to have good grammar and spelling skills (again, see above). And you have to be extremely careful of your wording and your "tone". Tone is interpretted and can't be heard in an email (can you tell I had a few incidents of that? ::grin:. I could go on and on over the trials of the job and how they really don't seem to care. The guests lose out and, eventually, the hotel will lose out as people get tired of holding 30+min all of the time.