Originally Posted by
MattTaiwan
in Asia region, try to make a call to 800-810-3988 (if your location in South of China) and asking the REP to get the customer service REP to handle you case. But I will personally write a former letter (not email, I mean paper) to hotel general manager and make a copy to regional office and SPG head office.
I did it before with Peninsula Hong Kong / Bangkok and Regal Kowloon, Peninsula Hong Kong offered a complimentary upgrade to Suite (regardless the original room type I book), Peninsula Bangkok offered complimentary round-trip airport limousine transfer by Benz, plus upgrade to Grand Deluxe Suite, a nice compensation
But Regal Kowloon, just sent a apologize letter from local hotel manager, he even did not sign the letter by himself, by printed signature. Maybe there's something more important than to take care the feedbacks from customer.
Thank you; I appreciate it. I went to the executive club this evening and within about five minutes, the guest service manager showed up. She said there was no excuse about what had happened and did I receive her apology note (I had) and she was very pleasant. Needless to say, my service this evening was quite good. My room was freezing and it took two calls to get that resolved, but I'm fine. The Italian restaurant was wonderful and the manager there told the waitress the champagne was not right and to open a fresh bottle - good attention to detail there (the risotto was divine).
I think I have become so used to the service at the Xiamen Sheraton, that I hold that to the standard in China. There are some other SPG options in the general area I'll try next time.