peter42

First of all the good part of the stay, service (especially in the evening) and selection at the club lounge were great. Room was nice and wellness area as well.
Now the problems we encountered:
We had booked a cheap rate by internet, when we arrived at the hotel the lady at the reception first did not find our reservation at all.
Then she did not find our rate and offered us a rate which was about 20% higher than our confirmed rate (which we unfortunately did not print out) and said she never heard of our rate and that we had probably booked the four star Sheraton across the road(in a quiete insulting voice)!
Next she did not offer us an upgrade as Platinum guests, but wanted to give us a normal room, after asking for a club level room she found one at the 19th floor.
Then she claimed, that since we were upgraded we could not use the club lounge, after we asked how that could be she rechecked in the back office and confirmed that we could use it.
She then said, that we had to prove the rate to her, when we asked were we could show it to her to the internet, she said that we had to ask concierge, where we found another guests, whoose reservation was not found was well. Finally the concierge gave us access to an internet PC were we printed out the rate, which she claimed to be an error but accepted it...
No welcome amenity was delievered.
We wrote a letter to the manager on duty about this on the first evening, but did not receive a response, except a bottle of red wine (I guess the delayed welcome amenity) without any kind of note or message.

[This message has been edited by peter42 (edited 07-16-2002).]