WhatsApp spam from Novotel Melbourne Airport

[RooFlyer]

Got a stay booked here in May. Got a WhatsApp message from 'Guest Service from Novotel Melb Airport (but only sort of) today:



Not impressed with the spam, especially with the misleading start to it.. Called them, chose menu option '6' for 'other'. Answered by hold music, then message 'We can't help you' or similar, then hung up on me.

Right!

Dialled again, chose 1 for reservations and got answered. Gave 'em a polite' twin barrels for spamming me AND hanging up on me. Person who answered (later said they were a manager of something) apologetic and suggested that I might have opted in .... nope, just made an app booking, same as usual.

Then, looked more closely at the to. '...secure service from Meta' (uh-oh); AND clicking on the text sender name ('Guest Service'), found that its a number from the USA. I mentioned that maybe it was 3rd party spam. No, manager-type said, pretty sure its one of ours.

I said I'd like to find out from the person who authorised the message why they thought it was a good idea to spam me. No, actually want to find out from them. She took my details and promised someone would call me back.

Still waiting, but think about the message content. Sent on Valentines Day afternoon - would it be a good idea for in the afternoon to suddenly say to your beloved 'Hey lets go out to Melbourne Airport and have Italian'.

BTW: This is sevenrooms: Hospitality & Restaurant Marketing & Operations Software | SevenRooms

SevenRooms all-in-one CRM, marketing & operations platform helps you grow revenue, delight guests and keep them coming back — automatically.

Fail.

 

[dylarr]

Did you book directly on their website?

If so, the payment page has this disclaimer on it which probably covers this type of activity (emphasis mine):

The data collected are subject to processing by Accor SA for the purpose of managing your bookings and stays, getting to know you better, improving the services we provide and the customer experience, and sending you news on the Accor group products and services.

I don't think the practice is entirely uncommon. Shangri-la and a number of other chains send this stuff via WhatsApp now as well.

Of course, if booked via another channel and not properly advised then they shouldn't be sending stuff like this without consent.

 

[RooFlyer]

Did you book directly on their website?

Booked on their app. I didn't detail all the conversation; she did mention something like that but we agreed its a coughpy situation and that it should be opt in. Also said that they were 'trialling a bunch of new software initiatives ' to drive customer engagement. Suspect that's it.

Haven't received anything like it from the dozens and dozens of other Accor properties I've booked and stayed with.

 

[serfty]

Today I received a similar Whatsapp invitation to Boccata from "Ibis Styles Melbourne Airport". Meh - I deleted it.

 

[oz_mark]

Sevenrooms has been spamming me generally !

 

[Stone]

I received messages via WhatsApp from the concierge at Sofitel Wentworth during a recent stay. I didn’t need it but could see how it might be of use.

 

[Cynicor]

That hang up thing is really annoying. The hotel just hangs up on you after about 39 seconds on hold.

 

[SeaWolf]

I too received the annoying WhatsApp spam. I don't mind if they sign me up for emails, those will get sorted by Gmail into the Promotions category and I can view them when I'm ready. But there's something very annoying about WhatsApp/SMS marketing in that it causes a notification and interrupts you, demanding your immediate attention. It's different if it's directly related to your booking, but as others have mentioned, this is just spam.

Not a great start if the hotel is looking to build an ongoing relationship...

 

[samh004]

I had WhatsApp messages from Sofitel Darling Harbour last week, assumed it wasn't new. Used it to ask for a sewing kit to be delivered to my room while I was out

 

[RealtimeY]

My guess is that someone there is using a legitimate function of their system to contact guests to send promotional material instead, hence no way to opt out. Pretty unimpressive. I expect this from sort of behaviour from Gotogate, not a Novotel.

Personally though I wish more hotels would WhatsApp me to say things like room is ready, etc. When used well these channels are quite good.

 

[Big John]

I don't get WhatsApp spam from any hotels at all. I must not be important enough !

 

[RooFlyer]

I got a call from someone senior at Novotel MEL today about the spam. Said it was a 'glitch' whereby 'everyone' got the same message, so "imagine how many calls of apology I am making today". I think from their hotel only and was meant only for those staying that night.

Understandable, can happen, and got me a guaranteed upgrade (as opposed to Plat upgrade not guaranteed)