Hotels, the good and the bad

The Hotel comment Lens

The world is full of hotels, good, excellent, ok, and sometimes just awful. This Lens is my view of some hotels and how they react to customer problems. If you have a lens you would like to add, the place is below.

Need a hotel in Munich? Some Hotels are listed on my Munich website. Well worth a visit.

If you have a hotel lens, you can add it here.

You can post your messages and comments in the Hotel Forum below.

Hotel customer service. Case story 1

A Singapore Hotel

I booked a room in June for a trip to Singapore in November. Like most travellers, I sent an email to comfirm the room, and to request a non smoking room. No reply. Sent a second email a few days later, no reply. The third email was sent to the hotel manager (his name was on the website) no reply.

The hotel is part of a French group, so I completed an online form, no reply. Did a second form with some comments about customer service, finally did get a reply with the message, " Whats your problem"

I then received an email from Guest Relations,full of apologies, and could I send all the details of my emails. Did that, after a week with no reply, I sent another email to Guest Relations and received a reply the Hotel in Singapore was looking into the problem and they would contact me direct. I still wait for a reply.

I will go to the Hotel and see what sort of customer service is offered and the type of hotel rooms, etc, stay tuned for my update, no stars for this hotel.

Hotel customer service. Case story 2

Holiday Inn, Miami, Florida

We flew into Miami about 19.00pm with a confirmed hotel reservation. Using the airport courtesy phone, we waited for the shuttle bus. Nothing.

After half an hour, I phoned again and was told the bus was on its way, half an hour later, nothing. Third and final time, I phoned again, told it is on it's way and please be patient. Finally about 20.40 the bus arrived. Thank goodness it was only about 2 miles to the hotel.

Naturally I complained to the hotel manageress, and my wife and I were give a glass of champagne and an appointment with the day manager the next morning.
The next day, again lots of apologies and if we would like to stay again, a suite would be made available free of charge for one night. We did take the offer up two weeks later. Not that we expected such a deal, but what great customer service, 5 stars to the Holiday Inn.

Hotel customer service. Case story 3

Marriott, NewYork

Staying for the first time in New York, we decided to go for a Marriott Hotel, near to Central Park. Great hotel, excellent room, all you could want, until we wanted the hotel courtesy bus. Using the hotel telephone we spoke to the shuttle bus manager, who said there would be no bus as he had no drivers. Not good when you have a flight to catch.

So I was ready to order a taxi, when I found some of the reception staff laughing at my efforts to get the courtesy bus. This upset me, so I requested to speak to the manager. He did come after about 10 minutes, I explained the problem with the bus, and then told him, I did no appreciate his staff laughing at my problem.

Being asked to wait five minutes, we found ourselves with a stretched limo, ready to take us to the airport, free of charge. Thank you Marriott for confirming your great customer service. Five stars.