So, as you see from my last few posts, I had a less than satisfactory stay at the Sheraton Heathrow recently. In this day and age it is easy to make a complaint that is seen by many and I will always utilise any methods I can to talk to businesses who don't meet expectations. How else are they to know if we don't say anything?
I have now had a phone call from Stephen (Rooms Division Manager) at Sheraton Heathrow. This is good because it's shown me that they have taken the time on board to recognise my issues and to look to address them. He took the time to go over my comments and talk about each one individually. It wasn't a case of 'lets call this guest, chuck a free lunch at him and hope he goes away' type conversation, but more a very specific talk about they reasons and understanding behind each point I'd made.
I was happy that things had been addressed this way for the conversation, given that some issues were completely out of his hands and were a corporate decision (such as the wifi setup) and others we're completely on his plate (the musty old room smell). He also took control of the missing barman issue although thinking about it now, it could be the person he will talk to about it, that caused the issue in the first place (food and beverage manager) Anyway, point is... things have been concluded professionally and over the phone, when businesses now a days can so easily have a less human touch.
Time will now tell if there is another visit, if anything actually changes. Let's hope so. And time for me to get some positives on this blog :P
Monday, November 7, 2011
Wednesday, November 2, 2011
So after my small rant someone at @StarwoodBuzz picked up the previous blog post and we exchanged a few quick supportive DM's:
Sorry to hear about your experience. We would like to follow up with management at the hotel. Can you DM us your stay information.
We are opening a file on this matter on your behalf. We will also follow up with the hotel to ensure your concerns are addressed.
(1/2) Hello, I've forwarded your comments to the hotel's management to assist us in resolving this situation for you. Please allow
(2/2) us up to five days for a thorough internal investigation and for an appropriate response to be provided to you.
So, all positive stuff. The 5 days begins from around Sat 29th 1054hrs but clearly I hope they can action this simple problem a bit quickly, just so as I know its been picked up. Even though the twitter stream is following 27601 twitter users they have done far better in communicating that the facebook page which only has 30,979 likes, so well done Twitter team :D
The facebook post went on before Twitter post and has had zero response :(