Mrs Mandja and I, using our Platinum membership of Accor, booked a 2 night stay at the Sofitel Sydney Wentworth.
One of the "features" of Platinum membership is supposedly "free" internet . Good thing too as the cost of that is "normally" a trifling $29.94 per night .
Sadly this wasn't what happened. Instead I was charged. What went on to NOT be charged , was the basis for my eventual complaint to the General Manager - here is what I wrote- -------------------------------------------------------------------------------
Official complaint
I’m writing to complain about what , to some , might seem ratherminor. To me, in the 5 star hotel class, little things mean a lot.
I recently stayed at your hotel – in Nov 16 and out Nov 18.
1.Check-in was smooth and friendly. On checking in, I was recognisedas a Platinum Member. That was very pleasant. I asked the lady, “as a Platinummember, I believe that I will get complimentary Wi-Fi?” – I was told “yes, ofcourse”.
2. In the room , I went to connect and unsure how to, called down andafter being told how to connect, I asked the gentlemen “ is this thecomplimentary service” – to be told, “of course sir, in fact Ill note it”
3. Before checking out, a note went under our door, with the bill,which included a charge for Wi-Fi $29.94. I phoned down to reception and said“isn’t Wi-Fi free to Platinum members? I have been charged” The reply, “oh, letme check. Yes, you have been wrongly charged, I will reverse it”
4. About 30 minutes later, I went down with my wife to hand back thekey etc and said, “we are leaving now, nice stay, but I need to know if I’vebeen charged for Wi-Fi” . The answer “ no sir, nothing to pay, no charge”
5.on return home, I looked online at my credit card, to find this entry
19 Nov 2013 29.94 SOFITEL SYDNEY WENTWOR SYDNEY AU
[TABLE="class: MsoNormalTable"]
[TR]
[TD]6.I immediately phoned the hotel and asked for “accounts” and told the above story. I was told “this will be reversed at once”.
7. Now 24 hours later, given the above, I’m saddened but not surprised that the charge has not been reversed.
I travel a lot, including 5 trips to Sydney last year. I have 12 flights already booked for the next 12 months. I really expect better service at a 5 star hotel.
Please don’t get me wrong here – all the other service and facilities was very nice, but this, admittedly “small” matter is very annoying. I shouldn’t need to keep checking and doubting
Needless to say, I’m going to have to insist that the fee be reversed at once. Can you PLEASE attend to it? So as to not need to go on double checking, can you please let me know when it has been done?
Thanks for reading this
---------------------------------------------------------------------
Finally, he wrote to me to let me know that he had effected the reversal which went through a couple of days later.
I wrote to him and said that I had thought the matter through , and given all the grief, thought it would be appropriate to ask for "compensation" - in my view 1 free night would suffice.
He wrote back and said
"whilst I greatly appreciate and empathise withthe fact that you were inadvertently charged for internet through your stay,this was refunded immediately once I was advised. I have acknowledged theembarrassment of my team incorrectly charging you for internet that you wereentitled to use free of charge but I do not believe that this justifies acomplimentary night. I would be more than happy to extend an upgrade to aJunior Suite on your next stay."
I wrote back and said that whilst I appreciated the offer, I felt it not enough....he refused. Am I being unreasonable?[/TD]
[/TR]
[/TABLE]
One of the "features" of Platinum membership is supposedly "free" internet . Good thing too as the cost of that is "normally" a trifling $29.94 per night .
Sadly this wasn't what happened. Instead I was charged. What went on to NOT be charged , was the basis for my eventual complaint to the General Manager - here is what I wrote- -------------------------------------------------------------------------------
Official complaint
I’m writing to complain about what , to some , might seem ratherminor. To me, in the 5 star hotel class, little things mean a lot.
I recently stayed at your hotel – in Nov 16 and out Nov 18.
1.Check-in was smooth and friendly. On checking in, I was recognisedas a Platinum Member. That was very pleasant. I asked the lady, “as a Platinummember, I believe that I will get complimentary Wi-Fi?” – I was told “yes, ofcourse”.
2. In the room , I went to connect and unsure how to, called down andafter being told how to connect, I asked the gentlemen “ is this thecomplimentary service” – to be told, “of course sir, in fact Ill note it”
3. Before checking out, a note went under our door, with the bill,which included a charge for Wi-Fi $29.94. I phoned down to reception and said“isn’t Wi-Fi free to Platinum members? I have been charged” The reply, “oh, letme check. Yes, you have been wrongly charged, I will reverse it”
4. About 30 minutes later, I went down with my wife to hand back thekey etc and said, “we are leaving now, nice stay, but I need to know if I’vebeen charged for Wi-Fi” . The answer “ no sir, nothing to pay, no charge”
5.on return home, I looked online at my credit card, to find this entry
19 Nov 2013 29.94 SOFITEL SYDNEY WENTWOR SYDNEY AU
[TABLE="class: MsoNormalTable"]
[TR]
[TD]6.I immediately phoned the hotel and asked for “accounts” and told the above story. I was told “this will be reversed at once”.
7. Now 24 hours later, given the above, I’m saddened but not surprised that the charge has not been reversed.
I travel a lot, including 5 trips to Sydney last year. I have 12 flights already booked for the next 12 months. I really expect better service at a 5 star hotel.
Please don’t get me wrong here – all the other service and facilities was very nice, but this, admittedly “small” matter is very annoying. I shouldn’t need to keep checking and doubting
Needless to say, I’m going to have to insist that the fee be reversed at once. Can you PLEASE attend to it? So as to not need to go on double checking, can you please let me know when it has been done?
Thanks for reading this
---------------------------------------------------------------------
Finally, he wrote to me to let me know that he had effected the reversal which went through a couple of days later.
I wrote to him and said that I had thought the matter through , and given all the grief, thought it would be appropriate to ask for "compensation" - in my view 1 free night would suffice.
He wrote back and said
"whilst I greatly appreciate and empathise withthe fact that you were inadvertently charged for internet through your stay,this was refunded immediately once I was advised. I have acknowledged theembarrassment of my team incorrectly charging you for internet that you wereentitled to use free of charge but I do not believe that this justifies acomplimentary night. I would be more than happy to extend an upgrade to aJunior Suite on your next stay."
I wrote back and said that whilst I appreciated the offer, I felt it not enough....he refused. Am I being unreasonable?[/TD]
[/TR]
[/TABLE]
Last edited by a moderator:
