Originally Posted by Markie
Just to let you all know that I had an email from the hotel last week. This came out of the blue, after I had checked out. So my complaint must have been heard and passed on, and then someone researched the complaint and contacted me. All good signs.
I referred the employee to this thread so that they can see that my complaint was not a one off.
They have offered a sweetner for me to come back, but accepted that I might not want to come back in view of the problems on the last three visits.
Anyway, could a change be underway?
I think they will denote you in your profile as an "VIP" now, so whenever you return you will be treater much better than before. I am sure while the hotel won't "change" due to our complaints, it would certainly "change" for you.
Two years ago I received absolutely horrific treatment here, and after complaining to GP CS and the hotel GM and the Front Desk Managers, I was offered and apology plus an Executive Suite upgrade offer for my return visit, and assurances that no such incidents will occur again. Well, sure enough, the bad incident never occurred again, and I have been consistently upgraded without asking, regardless of rate.
Reading the posts here in this thread reinforces that the hotel still practices the "we are very full and tight with Grand Club rooms...." even after my complaints, and most recently just denied yours, so I am sure they will "mark" you as a "VIP or equivalent" so that you won't experience the bad service again, whilst all other not-so-frequent Diamonds will still be subjected to the dirty trick.....Just a speculation....