Originally Posted by m0hamed

Not yet. I received an excellent response from Platinum Liaison within 24 hours of my initial email. I received a call today ( not from the GM as Platinum Liaison said would, but rather the Rooms Manager) and we spoke. He spoke of how many Platinums were in the night before (in fact he said my room may not have been ready 'til 5PM realistically), but I told him that the main concern was the lack of empathy, compassion and either staff member going out of their way.

He iterated that the Front Desk Manager has been with the hotel for 10 years, and is respected by the hotel. I suggested they may wish to reflect on the incident, again.

He did sound concerned, but I feel that the matter remains unresolved.

He did email me afterwards and his email said he does believe his staff did all they could. I'm very disappointed because during the conversation I said that, in hindsight, they could have given me another room, even a base room and move us afterwards, or given the Terrace Suite without the upsell. It was only 1 category higher, and especially since the 2PM request was not met. I said that I do not work in hotels, not know what options they could have come up with, but they are 2 options they could have offered given the gravity of the situation. I thus object to his statement.

He did say that the regional manager of *wood was aware of the incident. Whether this was due a fellow FT, or Platinum Liaison, thank you.

I have now left it to the Rooms Manager at the hotel to decide what recovery will be provided. Given that my mother will have more treatment I may give them the opportunity to rectify this issue, but I'm likely to book the Park Hyatt Sydney in future.

It's reflective of the property that Platinum Liaison and *wood's interaction thus far has far outweighed theirs.