Originally Posted by
newshound
Interesting to hear, I've got to say I'm feeling the opposite based on a recent stay.
I'm a fan of the property and have stayed around 60 times but I feel it may be losing the amazing little touches that kept me coming back time after time despite the style of the rooms / lack of lounge being pretty far from my taste.
They have set themselves a very high bar and I guess when those expectations are not met it is all the more noticeable. In this case an actual screw up regarding the reservation (1st time ever) and them not recognising a special occasion they were aware of.
For me one thing that particularly stood out was the change of guard on the front desk. During my stay I didn't recognise anyone there and they didn't recognise me. It was always very much appreciated to be greeted by name at check in so it was a little jarring to be treated as a complete stranger this time.
I've been trying the JW and St Regis a little on recent stays however the personal touches of the SGS are what kept me coming back. If these are lost then so is the draw to stay at the property.
Dear newshound,
First of all, thank you very much for your loyalty and continuous support for Sheraton Grande Sukhumvit over the years. However, I have noted your comment about the check-in experience and understand that you were disappointed with the service provided by our Guest Service Agents who failed to recognize you as a returning and loyal patron of the hotel upon your arrival. In December we underwent a system change, as a result we lost some guest data, including details of our repeat guests. As a result we have to manually look up every guest to check for previous visits. Unfortunately, our agent failed to carry out this extra task and hence the failure to recognize you as returning guest. My sincere apologies. I am truly sorry for the feeling created which is way below our normal standard practised at the hotel reception. Rest assured that I have shared your feedback with our Front Office Manager to retrain all the Guest Service Agents to always deliver personalized service to our guest with a more attentive and caring manner. I sincerely apologize for your inconvenience and very much look forward to welcome you back again soon.
With kind regards,
Richard Chapman