Comments on: Customer Service Failure at a Starwood Hotel http://www.amnavigator.com/blog/2009/08/08/customer-service-failure-at-starwood-hotel/ Geno talks about affiliate marketing, leadership, etc Wed, 08 Feb 2012 00:14:20 +0000 hourly 1 By: Carol http://www.amnavigator.com/blog/2009/08/08/customer-service-failure-at-starwood-hotel/comment-page-1/#comment-4652 Carol Thu, 29 Oct 2009 22:18:50 +0000 http://www.amnavigator.com/blog/?p=2657#comment-4652 Last year I purchased a "Two night stay for two" at a fundraiser which was due to expire November 14, 2009. My niece was married in September, so I passed the gift certificate to her and her new husband thinking that they would enjoy a weekend in Chicago. The certificate was for the Sheraton Towers. My niece checked the internet for openings, and then called the hotel for booking. (This is a second marriage and getting a sitter for the children, required some planning). A reservation could not be booked because the weekend was filled as soon as a gift certificate was mentioned for payment. After many phone calls and five weeks of trying to arrange the weekend my niece asked if I would assist. I reached Michelle Rollins, who told me that she would need to have a supervisor approve the weekend because, we requested a "king bed" and the hotel did not honor certificates if they were 80 percent booked. A week passed and Michelle did not call back or return calls. I spoke with Ms. Iversen who suggested that I email Rick Ueno for approval since Mickelle could not be reached. Mr. Ueno did not respond to the two emails sent. I finally reached Michelle and had my niece call her to confirm the reservation. She said that she or someone would call back with a confirmation number. Several days later, I called Starwood Customer service because we had not heard from Michelle and she was not responding to her voice mail. I spoke with Natalie Hanna in customer service, who said that she would file a report. At that time, a supervisor could not be reached and I would therefore be contacted within five days. Natalie did finally email me a confirmation but, she did not give me a case number. After two emails to Natalie requesting the case number, I called customer service again. No case report had been filed. I asked to be transfered to Natalie but was told that she was busy. When her line cleared, my call was directed to her but, it went directly to voice mail. After two more days, no return calls. In my last email to Natalie, I asked for the moon...I requested a case number, free parking, breakfast, no tax and most of all an appology for their lack of hospitality. Still waiting... Last year I purchased a “Two night stay for two” at a fundraiser which was due to expire November 14, 2009. My niece was married in September, so I passed the gift certificate to her and her new husband thinking that they would enjoy a weekend in Chicago. The certificate was for the Sheraton Towers. My niece checked the internet for openings, and then called the hotel for booking. (This is a second marriage and getting a sitter for the children, required some planning).

A reservation could not be booked because the weekend was filled as soon as a gift certificate was mentioned for payment. After many phone calls and five weeks of trying to arrange the weekend my niece asked if I would assist. I reached Michelle Rollins, who told me that she would need to have a supervisor approve the weekend because, we requested a “king bed” and the hotel did not honor certificates if they were 80 percent booked.

A week passed and Michelle did not call back or return calls. I spoke with Ms. Iversen who suggested that I email Rick Ueno for approval since Mickelle could not be reached. Mr. Ueno did not respond to the two emails sent. I finally reached Michelle and had my niece call her to confirm the reservation. She said that she or someone would call back with a confirmation number. Several days later, I called Starwood Customer service because we had not heard from Michelle and she was not responding to her voice mail. I spoke with Natalie Hanna in customer service, who said that she would file a report. At that time, a supervisor could not be reached and I would therefore be contacted within five days. Natalie did finally email me a confirmation but, she did not give me a case number. After two emails to Natalie requesting the case number, I called customer service again. No case report had been filed. I asked to be transfered to Natalie but was told that she was busy. When her line cleared, my call was directed to her but, it went directly to voice mail. After two more days, no return calls.

In my last email to Natalie, I asked for the moon…I requested a case number, free parking, breakfast, no tax and most of all an appology for their lack of hospitality.
Still waiting…

]]> By: Anthony Bloch http://www.amnavigator.com/blog/2009/08/08/customer-service-failure-at-starwood-hotel/comment-page-1/#comment-3073 Anthony Bloch Mon, 10 Aug 2009 03:47:36 +0000 http://www.amnavigator.com/blog/?p=2657#comment-3073 Hi, I'm not saying that I believe that soemone is a racist for expecting a person to speak the language of the land. I jsut think there's an element in this country that is misguided and believes that. I've actually been called a bigot for saying that people should leanr english when they come to the United States. Oh Well! Hi,
I’m not saying that I believe that soemone is a racist for expecting a person to speak the language of the land. I jsut think there’s an element in this country that is misguided and believes that.

I’ve actually been called a bigot for saying that people should leanr english when they come to the United States.

Oh Well!

]]> By: Geno http://www.amnavigator.com/blog/2009/08/08/customer-service-failure-at-starwood-hotel/comment-page-1/#comment-3070 Geno Mon, 10 Aug 2009 02:42:08 +0000 http://www.amnavigator.com/blog/?p=2657#comment-3070 How interesting. I didn't know that in the U.S. there no "expectation that you speak the language of the land" if you want "to land that job". What an eye-opener (to multiple similar situations I've encountered in the past). How interesting. I didn’t know that in the U.S. there no “expectation that you speak the language of the land” if you want “to land that job”. What an eye-opener (to multiple similar situations I’ve encountered in the past).

]]> By: Anthony Bloch http://www.amnavigator.com/blog/2009/08/08/customer-service-failure-at-starwood-hotel/comment-page-1/#comment-3066 Anthony Bloch Sun, 09 Aug 2009 19:44:13 +0000 http://www.amnavigator.com/blog/?p=2657#comment-3066 I hate to say it but maybe it's our culture in the U.S. In Europe there's an expectation that you speak the language of the land to be able to work. In the U.S. you're considered a racist if you have that policy. There is also the argument that there isn't an official language in this country, even though English is regarded as the language of the land. I would like to see some uniformity and expectations in America that you have to be able to communicate with the customer to be able to land that job. We would need to specify an official language for that expectation to come to reality and with a growing hispanic population, you may have to specify both English and Spanish as official languages. I hate to say it but maybe it’s our culture in the U.S. In Europe there’s an expectation that you speak the language of the land to be able to work. In the U.S. you’re considered a racist if you have that policy. There is also the argument that there isn’t an official language in this country, even though English is regarded as the language of the land.

I would like to see some uniformity and expectations in America that you have to be able to communicate with the customer to be able to land that job.

We would need to specify an official language for that expectation to come to reality and with a growing hispanic population, you may have to specify both English and Spanish as official languages.

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