Originally Posted by
HotelManager in WLVCA
We appreciate the commentary and that you continue to return. I just discovered the FlyerTalk site as a result of your comment today. Thank you for the introduction. Please know that the upgraded suite was not available last evening. Being in a suburban location there are many families visiting in the area over this holiday period and as such there has been a high demand for suites. While the hotel has not been full the suites have been at full capacity for the past week. I assure you we are assertive in ensuring the guests of our preferred partners are well cared for and provided all of the associated benefits. I am pleased we were able to accommodate your upgrade today. As always if a guest has a request we encourage one to ask. Our Front Office Manager took a personal interest in your concern and followed it through to a satisfactory resolution as soon as it was possible. We will endeavor to meet your expectations of our service for the remainder of your stay.
I trust you will have the opportunity to enjoy our complimentary fitness classes during your stay. There are three to four scheduled each day for the next couple of days. It should be noted that both levels of internet access provide acceptably high speed and the main reason for choosing the premium level would be if you were streaming video or down loading a large file. Two choices for morning newspaper are offered, as always, during your turndown service. Or, you may choose none at all and this prevents the unnecessary and environmentally insensitive delivery of a newspaper to those who do not desire one. I concur the waterfall seems to be flowing at a lighter than normal level and appreciate being made aware of this. We will investigate the status of this. I'm pleased that you feel the service has improved.
Thanks for the response. We always appreciate management comments on FT, at least I do!
I've used the fitness facilities and they are significantly better than most hotels. I'm not very fit but have been to Canyon Ranch and, although this hotel isn't competing in that category, Canyon Ranch might be worth stduying. The "California Longevity Center" could become much more than it is now, which is an upscale spa offering a few classes.
I was able to eliminate the hotel advertising banner in Firefox with a somewhat sophisticated use of the ....... plus add-on (it's not a simple URL block), but this is intermediate computer hacking and shouldn't be necessary.
Summary, post-checkout:
Service improvement was most noticeable with the doormen and in the lounge restaurant at breakfast. Good work! My somewhat complex bill was handled well on checkout.
On the last night, they forgot to do turndown service. Arriving back late, I called to ask about it and the front desk person said that, instead, they could come by very early in the morning and do turndown then. LOL! However, every other time, the front desk staff were more knowledgable.
There continue to be glitches with electrical and electronic devices, both in the rooms and elsewhere on the premisses.
The hotel has improved noticeably in the past year and I would try it again. Stimpy, maybe you should too and we can compare notes?