Starwood Preferred Guest - St Regis UNBELIEVABLE POOR SERVICE

Does anyone know why the St. Regis Rome does not answer any email posted through their website?

I'm doing a Rome, Paris, Amsterdam trip and received within 48 hours a reply from Paris and Ams, but 10 days and counting 4 emails and NOTHING from St. Regis Rome

Maybe they are having technology problems. Could you pick up the phone? Why do you need to talk to them?

Maybe they are having technology problems. Could you pick up the phone? Why do you need to talk to them?

or, maybe they don't have anyone assigned to answer emails sent through spg.com.

it's been discussed on flyertalk in the past (though not for some time). many times, hotels have links on spg.com but just don't bother to assign someone to answer them. or, the one person assigned to checking the emails is on vacation and doesn't bother to hand off the (rather important) responsibility.

usually, i will just call and b*tch to a manager. one time, i opened up a customer service file hoping to have a bigger impact on local management.

again, as has been evidenced on flyertalk COUNTLESS times, anything technology related (and, i mean anything) would not be considered among starwood's strong suit, to put it mildly. :rolleyes:

I wouldn't rely on email for any hotel communications in Italy :) I think it's usually best to call if you can.

If you're plat with SPG, use the Plat Concierge service to obtain an e-mail of the local hotel concierge or whoever else it is you'd like to be in contact with.

Many will disagree with you on your title for this thread, finding something like an unanswered e-mail to be disappointing, but not life ending. However, I am inclined to agree with you ONLY because this is a StR property which, by its nature, competes with Four Seasons and Ritz Carlton brands globally.

One can feel assured that any e-mail sent to ANY of their hotels on the planet would've received an especially prompt reply. Starwood does, from time to time, need to recognize the consistency in service offered by other similarly positioned brands. This is an example of where they fail, in one category, to provide impressive consistency.

Don't get me started on Four Points ....

Many will disagree with you on your title for this thread, finding something like an unanswered e-mail to be disappointing, but not life ending. However, I am inclined to agree with you ONLY because this is a StR property which, by its nature, competes with Four Seasons and Ritz Carlton brands globally.

One can feel assured that any e-mail sent to ANY of their hotels on the planet would've received an especially prompt reply. Starwood does, from time to time, need to recognize the consistency in service offered by other similarly positioned brands. This is an example of where they fail, in one category, to provide impressive consistency.

....

I guess at corporate rates of over $800 a night I'd expect a reply :-)

I guess at corporate rates of over $800 a night I'd expect a reply :-)

again, reasonable people would expect a reply. but, you are dealing with electronic communication and starwood. that is not a good combination. you are warned. ;)

I wouldn't rely on email for any hotel communications in Italy :) I think it's usually best to call if you can.
Why would you not rely on email for hotel communication in Italy? Last time I checked (as I write this message) Italian email communication is working pretty well. Maybe the address for the St. Regis is not connected to anyone- that would seem a more logical explanation.

Italian Hotels tend to be a little slow with email..... The Gritti took two weeks to confirm that they did indeed cancel a booking.

I still do not understand why the OP doesn't just pick up the phone and call the hotel directly or send a fax if he does not want to spend the quarters on a long distance call.

Actually, even more effective than email or phone call is a fax. Fax the front desk and usually it gets more priority than email or other means of communication.

Mike

I still do not understand why the OP doesn't just pick up the phone and call the hotel directly or send a fax if he does not want to spend the quarters on a long distance call.

that's actually an easy one. if a business has an email address listed, it should answer emails to said address. period.

if the business doesn't want to deal with emails, it shouldn't list an email address.

as a customer, if i see an email address listed by a business, i feel free to use it and expect that the business that posts it reply to my correspondence in a timely fashion.