Originally Posted by griffingrowl

An update to my post about zero Platinum recognition.

I sent a polite email to the GM (he shared his email in some TripAdvisor review replies). I shared that I was disappointed to have received no warm welcome or recognition as a Platinum Premier (Lifetime) member which was unusual as on my previous stays I had always been recognized.

He was taking a few days off for the long weekend but his Assistant GM kicked into high gear and was very apologetic. I was told I should have received a larger room, welcome letter, welcome treat etc and it seemed, it traditional Japanese style, that they were embarrassed.

They over-corrected

1. Offered me a larger room. I declined as I was there for four days, this was now the second day and I had unpacked. Let's face it, the rooms are large and nice. No need for me to switch. I was comfortable.
2. Offered me complimentary breakfast.. I also declined because I had early work meetings the next three mornings and have breakfast in the office (and I am not the best morning person to wake up even earlier to take advantage).
3. Delivered lovely treats to my room the next three evenings: (i) three types of artisan chocolate almonds: milk, dark, cacao (ii) selection of macaroons (iii) fresh berry selection
4. Offered me a house car to Narita Airport. This was unexpected and very generous. I hesitated but decided to take them up on this and after years of taking the Limo Bus or NEx/Skyliner trains, this was a lovely way to go. It was a wonderful treat.

The GM actually met me in person as I was leaving to apologize. I thanked him and his colleagues for going above and beyond and suggested that they apply more consistency to welcoming their Platinum guests. In the past, this was accomplished with a Platinum welcome letter that is either given to you at check-in or left/delivered to your room.

Overall a happy ending.

Sorry I didn't take any pics of the treats. It was a long week :-/