Originally Posted by LoveTravelWorld

I rarely ever complained about hotel stay. This time I did take time to write concern to the hotel manager to voice my concern and asked for remedy, but unfortunately, it was just dismissed on the ground that I did not voice this during the stay.



Below is the email I sent to the manager initially

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I just completed a three nights stay at your hotel. I have to say while I enjoy the location of your hotel, I find the service could be improved. I am SPG Platinum member with 83 nights staying at Starwood properties alone in 2016. I am well qualified to know what to expect from a Westin hotel.

I encountered some issues during my stay. I didn't voice it earlier because I tend to let things slide, unless when it is really annoying. The issue with my car couldn't be pulled out was really frustrating. Here are descriptions of the issues:

• First, each time I tried to reach the operator for help, no one responded to the phone. It happened for numerous times. I am not sure whether your hotel was understaffed, but the phone was almost never answered on the other side.

• Secondly, on the second day (Saturday morning), I came back to my room after walking around the city to find my room was propped slightly open with door latch without any housekeeping staff around. Perhaps, the housekeeping forgot to close the door, but it was very unprofessional. I could have lost some belongings. Still, I didn't complain or anything.

• Thirdly, on the third day when I was about to check out (Sunday morning), I called the front desk around 5 am so that my car could be prepared by valet service. Initially, as always, no one picked up the phone, but later on, someone picked up the phone. The guy told me that the garage was closed and I wouldn't be able to get my car till 6.15 am. It was very frustrating because I had early flight to catch as part of international flights. I questioned him why I was never informed that the valet service was not 24 hours. He told me that it was written in the receipt of the garage that the hours of operation was from 6 AM - 2 AM. The problem I have never received or seen the receipt of the garage. When I arrived, the bell man took the car, parked it, and hold the garage receipt. I was never informed that my car would not accessible anytime. I did almost miss my flight and I was the last one to be on board. It would have been cumbersome if I missed my flight.

I demand you to make good on this poor service. This is a high end pricy hotel (400 Euros + per night). I request a Starwood points equivalent to one night stay, 20,000 points to make up for this frustrating experience. Please recall that I stayed there for 3 nights and I only ask for one night for service recovery.

Thanks for looking into this.
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Here is the response from the manager:


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Dear...

I regret the fact the all these events had happened to you. I have taking note of all of your points raised and rest assured that we will do our best to improve, if you might want to visit us again.

I have deeply investigated this case.

If you had informed us of these inconveniences that you had during your stay, surely we would have immediately resolved the matters. But at the moment it is not easy to define what happened during your stay.

Informing all the guests that the garage receipt should be taken before check-out time is part of our procedures and I am deeply sorry that in one way of another you did not had the chance to take it.

We will surely learn to improve our procedures to avoid this would happen again in the future.

In conclusion, we will not refund the 20.000 points requested.
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How could I voice it out when the biggest issue happened during check out time? If the last issue (me not being able to get my valet car) didn't occur, I would have not complained about anything. I would just let everything slide.

I feel there is lack of effort to rectify the situation. A friend of mine suggested me to write to Starwood Executive Consumer Affairs. Any suggestions?

Thanks kindly for your input.