Originally Posted by
alanslegal
If this hotel has failed you over NYE, would you go back? (sure this sounds like at you, but generally for everyone) Yes it is great to reach out to the GM and pass on your incidents - and maybe some future improvements are made to SOPS, training, and so on come out of it - but what service recovery can they do when you have in effect lost NYE? For me, I'd pass on my comments, whether they can improve or not won't bother me as I have already moved on and won't return - especially when there are plenty of options available. I don't want to come back as a 'care guest' and have them 'pretend' to treat me nicer because the last time I came here, they screwed me over.
It wasn't a total failure on NYE. I still made to the countdown just a little less rested and without time for dinner (replaced by an awesome Thai meal post-midnight off the street). In any case, I received a prompt response from the GM who is addressing my concerns. Hopefully this was just a one-off for two stays, both during the same week, and they have taken steps to keep this from happening again. Beyond check-in everything was great. So yes, I could move on and stay elsewhere indefinitely but there are aspects I still like about the hotel. Great breakfast, good lounge, central location, good rooms post-renovation.