Starwood Preferred Guest - Is platinum concierge incompetent?

I booked a reservation at the Phoenician and after waiting 15 minutes on the phone the other night with the hotel directly trying to make advance spa reservations I gave up. So I called platinum concierge and asked them to take care of making these 3 reservations (I gave them specific times/dates/etc..) and said "I can't seem to get in touch with the hotel, could you please followup and book these for me." They said no problem took the information and said they would get back to me in about a day. 4 days later no response.
Um---Is it THAT hard for platinum concierge to follow-through with these kinds of things? The level of service they have offered strikes me more like rotting aluminum than platinum service....

I booked a reservation at the Phoenician and after waiting 15 minutes on the phone the other night with the hotel directly trying to make advance spa reservations I gave up. So I called platinum concierge and asked them to take care of making these 3 reservations (I gave them specific times/dates/etc..) and said "I can't seem to get in touch with the hotel, could you please followup and book these for me." They said no problem took the information and said they would get back to me in about a day. 4 days later no response.
Um---Is it THAT hard for platinum concierge to follow-through with these kinds of things? The level of service they have offered strikes me more like rotting aluminum than platinum service....
Question? Why didn't you call back on the 2nd day?

Also, as with any customer service department, how can you equate one rep's actions, to the overall service of the department/program?

...Um---Is it THAT hard for platinum concierge to follow-through with these kinds of things? ....

My apologies for any delay. I'm sure the folks at Platinum Concierge would be interested in following through on this. If you would like for me to expedite that, then send me your SPG account number. If not, then call Platinum Concierge back and ask to speak to a supervisor about it.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

As with any customer service group, there's always going to be outliers, both above and below average. Overall, I've found the Platinum Concierge to be pretty good, probably the best service I deal with.

There's one guy there though who I just cannot understand. After dealing with him once, I just hang up when I get him now and call back.

There is always one that is bad in all the bunch. I have always had good expierience with the Platinum concierge. thanx to my concierge HILDA.There is a good chance the you said that you called at night that you might have been transfered to some in Ireland. even though i have always had good expierences with the concierges in Ireland. Two thumbs up to Giovani and Alicia in Ireland ^