A short list of what I experienced for $800+ night (commenced in member chit chat thread.)
1- Pay for access to L35 club/no specific check in processes or information about room on arrival then…
2- Wait over 1 hour for luggage, ring to reception ‘it is coming’, go to my personal concierge L35 (PC) who rings down and told ‘we delivered 10 mins ago’. Go back to room — still no luggage then…
3-Go to reception and speak w duty manager. He investigates and finds its still in storage (??) - now sent up. He offers x2 drink vouchers (have all the drinks I want on L35) and late checkout (have already) . I say not good enough - food credit in order.$100 given
4- that night at turn down, I said the chocolate only please. 15 minutes later someone arrives with x2 blocks of chocolate (?) I enquire next day with PC. Yes it was charged to minibar but will be removed (still charged)
5- Next day ask about newspapers. Downstairs concierge advised you can walk two blocks to newsagent or use my Sofitel Internet access to pressreader. No info given about code etc for this. Try for ages so back to PC on L35. He enquires and rings me back an hour later - its not working then…
6 - Decide to use the food credit as my PC allowed me to use on L35 as an ‘in dining’ experience. Really appreciated this. Great - three times they took our order, forgot one dish and had to be done as 2nd order. Then..
7-On day of checkout (midday extended from 11am) room card deactivated at 11 so have to go downstairs with luggage to get a new card as cannot go to L35 to check out or get back into the room. Then…
8- Then there was an extra twenty something dollars on top of the food order ie that chocolate and dish that did not arrive with inroom dining order. PC ( who was absolutely outstanding ) said I would not have to pay given all the issues. Great and appreciated. Nothing to pay then…
9- hours later no receipt so I email. Its sent and all paid for nothing outstanding. Great and then…
10- the following day I get an email that an extra charge has been made (the additional $20+
) no explanation - just charge and then…
11- I sent an email last Sunday asking please remove the charge and I want to discuss the issues during my stay with senior manager and then…….
I have heard nothing since (but I have given a very honest critique on ‘How did we do?” Questionnaire).
Staff individually were great and my PC was so apologetic (constantly) and attempted to make good. The issues however are systemic
Rant over