Results of complaint to 4 Seasons Hotel
Jul 6th, 1999, 05:04 AM
#1
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Results of complaint to 4 Seasons Hotel
I thought Fodorites who had been kind enough to offer their advice and support when I posted an earlier message asking if I should complain about poor service at the Four Seasons would appreciate an update.
At the forum's urging, I wrote a letter to the manager of the Four Seasons I stayed at during my recent wedding. I promptly received an email indicating that they were looking into the matter and interviewing staff. About 10 days after the initial complaint I received a formal letter, indicating what had gone wrong with the service that day, and apologizing for the inconvenience on my wedding day. He then invited my husband and I to celebrate our first anniversary at the hotel as his guests. We were happy with the results, and I thank everyone for their input.
At the forum's urging, I wrote a letter to the manager of the Four Seasons I stayed at during my recent wedding. I promptly received an email indicating that they were looking into the matter and interviewing staff. About 10 days after the initial complaint I received a formal letter, indicating what had gone wrong with the service that day, and apologizing for the inconvenience on my wedding day. He then invited my husband and I to celebrate our first anniversary at the hotel as his guests. We were happy with the results, and I thank everyone for their input.
Jul 6th, 1999, 04:50 PM
#8
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Beth: See there? And, what a prompt response! Do hope you are looking forward to your first anniversary! Typically, you are requested to let them know who you are upon arrival (when you are "comp'd") and they bend over backwards to take care of you! Thanks so much for letting us know the results!
Aug 3rd, 1999, 05:20 PM
#11
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That's great that taking the time to document and formalize your frustrations led to a satisfactory result. Unfortunately, my husband and I had a similar experience at the Bavarian Inn in West Virginia (I believe a 4 star Inn)- we were very dissatisfied with our room and literally had to check out a day early due to excessive smoke seeping into our requested "non-smoking" room (we later realized that it was not) and a horrible sleepless night. Their response the next morning was horrible so we left. While they did respond to our letter, they practically stated that it was our fault and had no excuses for the extreme lack of customer service that their staff displayed. Despite it's beautiful facade...I would NOT recommend that anyone stay there.
Aug 19th, 1999, 12:38 PM
#12
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Good for you, Beth! I don't know which Four Seasons you stayed at, but I would be surprised if it was the one in Bev. Hills... Have known several people who have stayed there and they loved it....
Anyway, I had a bad experience at the Le Meridien Hotel in Dallas a couple of years ago. Apparently, Le Meridien bought the hotel from another chain, and did very little to erase that hotel chain's "influence" (the old chain's stickers were on the windows, etc.) I was also handed a notice when I checked in, stating that they would be shutting off the hot water at 11p. for the rest of the night! I was planning to go out for the evening, and the fact that I was never told this when I made my reservation, made for an inconvenience. But even worse than that was the surly and unhelpful staff. I sent a letter to the manager (not asking for anything, mind you), and was sent a curt form letter by the manager essentially saying, "...too bad..."
But, it never hurts to write a letter when you have received unsatisfactory service, as you have seen for yourself. Congratulations, and, by the way, AVOID the Le Meridien Hotel if you are ever in Dallas!
Anyway, I had a bad experience at the Le Meridien Hotel in Dallas a couple of years ago. Apparently, Le Meridien bought the hotel from another chain, and did very little to erase that hotel chain's "influence" (the old chain's stickers were on the windows, etc.) I was also handed a notice when I checked in, stating that they would be shutting off the hot water at 11p. for the rest of the night! I was planning to go out for the evening, and the fact that I was never told this when I made my reservation, made for an inconvenience. But even worse than that was the surly and unhelpful staff. I sent a letter to the manager (not asking for anything, mind you), and was sent a curt form letter by the manager essentially saying, "...too bad..."
But, it never hurts to write a letter when you have received unsatisfactory service, as you have seen for yourself. Congratulations, and, by the way, AVOID the Le Meridien Hotel if you are ever in Dallas!
