Originally Posted by
Goldorak
Thanks for the review. I am always very surprised when a GM does not even take care of replying to / contacting properly a top tier client when significant problems happen. It happened to me several times with no response at all or generic Trip Advisor style answer or passing to an assistant to take care of it. Those GMs are generally never putting a toe in a room of their property and have little clue of what's going on. Hopefully, there are some very good GMs who do great job with their team and take care of guests properly.
Going back to your review, the state of this hotel is unacceptable.
Exactly. From where I sit a situation like this should have had a call-to-room, meet in person or a email after the fact
regardless of my ALL Status. You can't simply sell
this room for $500/night.
That said, is even crazier to pretend like it's no big deal with a loyal member. They dictate what a loyal member (i.e. spend / whatever requirements) is, not me.
This speaks to ALL too. I cc'ed the brand manager of Mgallery and (contrary to my episode with Sofitel in Bali) got nothing in response, not even an acknowledgement. This all steams from the top. If the brand isn't enforcing standards, why should GMs care? If GMs don't care why would staff? etc As you said I'm sure many don't even actively "visit" and keep an eye on their properties.
A bit Off Topic but as for ALL — as a Diamond I'd
much rather have a phone I can ring for assistance (or chat) for this sort of mess than a welcome drink each time (that I barely use). I gradually fail to see how I'm better off booking ALL vs. Independent.