Starwood Preferred Guest - The Platinum Concierge - Good Experience

I am aware there are other threads on this but I wanted to bring up something interesting. I usually do some award booking with the Plat. Concierge and am usually not very demanding. Recently I had problems with a booking and talked to a Plat. Concerge named April. She was extremely helpful and kept in touch with me regularly until the matter was resolved. I feel such dedication above and beyond the call of duty needs to be mentioned specially. Hence the thread.

I am aware there are other threads on this but I wanted to bring up something interesting. I usually do some award booking with the Plat. Concierge and am usually not very demanding. Recently I had problems with a booking and talked to a Plat. Concerge named April. She was extremely helpful and kept in touch with me regularly until the matter was resolved. I feel such dedication above and beyond the call of duty needs to be mentioned specially. Hence the thread.

Whenever somebody in customer service shows exemplary dedication to work, I make it a point to write a short letter of commendation... a paragraph or two will suffice. These days, you can just go to the company's website and look under "Contact Us" to send this letter. More importantly, I tell the "commendee" that I plan to write such a letter. I'm sure it will bring a smile to his/her face.

I've actually had more negative experiences with the plat line than positives. :confused:

I've actually had more negative experiences with the plat line than positives. :confused:

Wow....this really surprises me. :eek:

Altho I am usually not a demanding person, I can get real .....y when someone screws with me. (I hope my S.O. never finds this post.......there would be he!! to pay for admitting this publically.) I have been a Platinum SPG member for many years. I am highest level FF member with United, and thanks to those miles, I usually fly F/C, domestic and international. I usually know what my rights and benefits are from a loyalty program, and I expect them.

I expect a certain level of service from United, especially if I am sitting in front of the curtain (yet they fall below my expecations numerous times each year.....that's a whole other story!).

And, this expectation for a high level of service is one of the reason I moved to Starwood. While I can name some problems over the years with staff at some of the properties (usually front desk staff), at this moment I can not think of any problems with the staff at the SPG Platinum line. In fact, I have wished several times that other companies would send their employees to SPG Platinum training; they could learn something.

And my comments for the Concierge staff are above reproach. I have used them a few times over the years, more frequently during the last 3 years. In Europe, South America, and Asia, I have had Concierge staff order cars and drivers, get theater tickets, make dinner reservations, arrange tours, etc. If there were a few delays, blame could be placed on the local hotel staff. Concierge staff have always kept me current via phone or email. They have sent completed forms which I simply had to sign. They negotiated the details. They have saved me MANY hours of leg work.

Granted, I usually start this process a few months in advance of our vacation. I call with a very specific list of what I want, what dates, etc. And it gets done.

One name in particular comes to mind. Jenna L has been a true asset. ^ She coordinated a lot of things for our South American and Asian tours. I was very pleased when we started working on Asia trip, knowing how good she had been helping on our SAmerica trip. And yes, I sent a glowing orchid letter. :-: :-: :-:

I actually sent an email to April giving her the link to this page.

I've actually had more negative experiences with the plat line than positives. :confused:

That's because if the true Platinum Concierge Desk is closed or busy, you're transferred to a generic agent. Plat agents are each and everyone stellar. ^