behuman

2016 might have been a bad year regarding my experiences in well established "luxury" hotels, but the last most disastrous one confirms me in preferring to spend hard earned money rather in smallish personally run "boutique" properties or even upscale guest houses. The lack of facilities in such properties and limited services are compensated by personal care and warmth (I call it dedicated service).

And now to my recent experience about which I would love to read the opinion of fellow FTalkers:

I am writing about a well known classical property (leading hotel in the city where it is located), belonging to a very upscale chain with a starred restaurant which is also much praised here on FT (including by me).

Arrived early at 1415 at the reception to drop the bags knowing well that check in time is 1500. Mentioned at that time that being it a nice autumn day we would love to spend the afternoon on the terrace of this specifically reserved room type as it is a gorgeous view. The receptionist stated at that time that they were already preparing the room.

Went for a walk and some shopping and being a guest having staid there a couple of times in the past left them some leeway returning at 1610. To my surprise the room was not yet ready and the front office manager only stated that hopefully it would be by 1700 . Was offered "coffee and cakes" on their common terrace (without the view) which I declined.

At that moment it made no sense to pay the EUR 110 extra for the terrace room and I asked to speak to a management person to whom I indicated that I suggest that supplement to be waived and a glass of Champagne for each of us before dinner at their starred restaurant to be served.

The EUR 110 reduction was granted, but the Champagne not. To that we walked out under protest from the property.

I will not name that place, because I love(d) it and it is fantastic when all goes right. But the lack of empathy regarding our special occasion and firmness of the management person (financial and rooms division director) left me deeply shocked.

I understood at that time that they had a group the previous night who all checked out that morning and "that something had to be repaired in our room" (they have possibly about 15 rooms of that type)

What do you all think about places like that ? Is it just me getting older and tired (also about FT) or is this not acceptable ?

BENLEE

Not sure if you should cancel your stay just because the property didn't give you two glasses of champagne as compensation. Sounds a bit petty to me to be honest.

I find staying at luxury hotels can be liken to trying out new fine dining establishments. You can end up paying a lot but not enjoy the experience at all. Some restaurants will waive their charges if the owner or manager found out I didn't enjoy the food but I don't make it a point to demand for it.

As I got older, I prefer to stick to my established favourite properties, knowing how picky I am and will only try new ones if the reviews are overwhelmingly positive.

scented

behuman, I am sorry you had such a bad experience. The key here is that you had extensive correspondence prior to your stay. If it wasn’t for that, things would be different.

Very poor decision on behalf of the FOM not to grant those silly glasses of Champagne. They were looking at a cost of EUR 5 to 7 a pop… come on! From your description, I would guess that the hotel is somewhere in Europe, so the room rate for a view room could easily be in the EUR 700-900 range, depending on the city. Bad judgement. They were clearly given the heads up. Usually either pre-stay communication or the booking of a hotel limousine should avoid these problems. Clearly not the case at this property.

I really think you should name the property!

KatW

Probably not reasonable to paint all luxury properties with a very small brush.

surftb15

So much complaining here as of late,!

behuman

Yes, it is petty from both sides indeed, but it is what happens when communication breaks down and both sides defend their principles. The guest insisting concerning the contractual check in time and the hotelier citing major force or other events.

Said this, it is certainly not what you are looking for in a "luxury" hotel (where certain standards should be upheld), you can have this kind of situation for less in simpler places and if there is "much complaining here as of late" it might be that standards are slipping and big corporations forgot what hospitality business is about: Human factors like dedication and empathy can be found more likely elsewhere than in the usual "luxury" hotel.

Of course there are still really outstanding properties, just be careful and why not look rather at small privately owned places even in big cities. Relais & Châteaux rarely disappoint. Also the picks of Conde Nast Traveller (staid recently at the "Julien" in Antwerpen) are worthwhile to look at.

And no, I will not name the property and am confident that the concerned management person learned the lesson. It is not about shaming, but about raising the question what is acceptable or not in a "luxury" hotel.

KatW

Okie dokie, then.

Yours, OP, is a broad swath of a brush with minimal evidence with regard to the swash. Yes, poor stays happen in luxe establishments from time to time but it is not the norm and, usually, the norm presides. You, clearly, endured a less than optimal checkin. Your EU 110 compensation seems fair acknowledgement. Quibbling about two flutes of champers is, well, picky.

Which brings me to this notion some here have of "compensation" of some sort or another when things go bottoms up, as they will do from time to time. My naďveté will be apparent when I say that all I want after noting an issue is the fix of the issue. It's lovely when a hotel apologizes or makes better with fruit or wine or chocolates or a discount or upgrade.

Yet I dislike very much the notion of jockeying for such "compensation" and posting as if it were a contest to see how much a lapse can be translated into one's own gain. Honestly, would you not rather buy your own champers and chocolates?!

Here's my notion of luxe-hotel compensation: during a summer (high season) stay at Le Bristol, one of the concierges was appointed Head Concierge which was a bit of a deal as she is female. We also had been working with her for several days. I arranged flowers be sent to her to celebrate her promotion and to express our appreciation of her expert assistance.

Hours later, as we were sitting in the informal tea lounge, this lovely woman tracked us down to say a gracious thank you. And she comped us a glass of champagne and an Orange juice).

Properties do need to make recovery but ... there must be an understanding of appropriateness and good will on BOTH sides. I loathe the notion that some wait on the sidelines to trap a minor slip, then leverage it out the whazoo ... then brag about it here. And expect our accolades as if we are as, um, whatever it is are you.

Nevertheless, I think this is another troll which I have gratified. But, after typing all of that ...

behuman

Good points dear KatW, especially coming from a US fellow FTalker. US travelers are well known for wanting to check in early in Europe - which given the flight arrivals is more than understandable.

I disagree that a more than 2 hours delayed check in is a small thing (or not evident), especially if the official check in time is an already late 15h00.

An important element of the contract between the guest and the hotel was not honored and to maintain the contract much more generosity from the property would have been appropriate. We are not talking about a cheap motel here and the daily spending at this property including dinner would have been well over EUR 1000.

For this price you don't want this kind of problem and a check in in the evening when one wanted to enjoy the terrace on a sunny autumn afternoon (I called the property regarding this the day before) did not make any sense.

I agree with you that BOTH sides failed in that sad venture. The winners are all the small boutique properties run by the actual owners or people really committed and in charge.

KateHarrison

Just wondering this happened to me at FS George V, I am wondering if this is acceptable we had a free meal. But would have wanted to be offered to be walked

KatW

Most flights from West Coast U.S. arrive Paris later than scheduled, around 12 noon or so. Then there is the long walk and trundling through immigration and customs and getting to the car (assuming you have one waiting). Even with escorted fast service, this takes an hour, followed by the drive to hotel and, well, it's Paris. Others, with considerably more savvy, will be faster through the rigamoral. So we usually turn up at the hotel around around 2:30pm.

Plus dinner, which would bring the daily cost to 1,000 whatever units per day? Oh, my dear.

Never mind.

747FC

OP, is this property in Rome? The one I'm thinking about has quite a brand and restaurant, but generally clueless in service recovery.

behuman

Not unusual in Europe, this specific place has its bigger menu at EUR 295 with wine accompaniment (EUR 230 for the smaller one). Two glasses of Champagne are nothing indeed in comparison, but a more than two hours delayed check in (vaguely announced for 1700) does not put you in the mood for such a dinner neither, especially if you advised and it was for a special occasion.

Nooooooooooo ! Italians would typically not offer you two glasses of Champagne, but a BOTTLE of delicious Franciacorta . Viva l'Italia! This said at that specific place they should have comped the room given that I would have left them over EUR 600 for dinner and could not enjoy the afternoon.

chinmoylad

I'm going to guess its in Paris.

RichardInSF

At the request of the OP, we are re-opening this thread.

Note that what got this thread closed was all the guessing about what hotel was being discussed. Please don't do that in subsequent posts; it's up to the OP to reveal it or not as they wish.


Thanks,
RichardInSF, moderator, luxury hotels

xray

I'm with the posters who think your reaction about not getting free champagne seems petty and unbecoming. I would be annoyed about the check-in time not being kept but it is indeed fair to give you the room at the discounted price. It is however, your money so if you choose not to stay there then that is your prerogative. Any luxury hotel that I love, I also will give a chance to redeem itself in the case of poor service.