I have had a really hard time trying to book their online offers.
I found one that admittedly was outdated but I thought perhaps it was a typing error and called up reservations to confirm. They initially led me to believe that they could honour the offer as it was their fault it was still on the website but later retracted this offering me an upgrade but i would need to book the rack rate (which would be silly to do as they have offered for stad room at half the price including breakfast so i may as well get 2 rooms on offer).

below is an extract of the message I then sent to Yves two weeks ago; no response as yet which I find even more disappointing. Does anyone have the details of who else I may escalate my disappointment to?


"My main requirement is for a suite so that my husband and I can stay awake in one room whilst our son sleeps in another room.

Last week I found the following offer on your website:

http://www.stregisdoha.com/en/summer

I called up reservations to inquire about the booking as I could not make the booking online.
I spoke with the reservation manager, Hany who asked me to send though a screen shot of the offer and he would see what could be done to honour it.
After I sent it, I heard nothing for several days and eventually when I was able to get through to him on the phone, I was told that my email had been sent on to the marketing department and he would try and get the offer honoured even though it was no longer available.

I waited a few more days and sent a follow up email today to understand the progress of the matter. He has not confirmed it but I expect that there has been no feedback from marketing and so all that he could offer in conclusion was a suite upgrade (subject to me paying the rack rate of a standard room) and this would amount to 1200qar.
No breakfast, no lunch/dinner at opal, no spa treatment, just the room.

Whilst I appreciate his efforts, I must admit I was quite disappointed as our initial discussion to ‘honour the offer’ was rather akin to what I have experienced in the past at St. Regis properties. Our most recent discussion unfortunately, was rather lacking in quality customer service.

I will be looking at other hotels to finalise a stay but in the interim, if you can provide any insight and help on the matter, I would appreciate it.


For reference my husband’s spg number is xxxxxxxxxxxxxxxx.

Regards,
xxxx"