emailing hotel, response time
 

This week I had to email the Sofitel New York regarding an upcoming reservation (basically I need to extend the trip by 2 days, one at the beginning and one at the end). Sent off a polite message checking if they could do a deal regarding rates (web quote is way too high). If no deal is forthcoming I most likely will have to move to Hilton.

So far no response.

Am I unreasonable in expecting a response with 48 hours? What's the point of having an email listed if there is, in my view, no adequate response. :td:

Anybody have a personal contact for the Sofitel NY?

In my experience, I always received a response within 24hrs at any accor hotels. If I were you, to give them a 2nd (and last) chance, I would re-send it, asking them if they have well received it. Who knows, they may have had a tech problem

Or maybe even giving them a ring...

Personally, I don't think it's unreasonable to expect a response within 24 hours (preferably sooner) from such a hotel.

Well they can expect a call tomorrow if I have not heard before, I stay there frequently so hope they can sort something out, don't want to change hotels twice.

I can sense we're not a happy camper ;)

Let's know what they say when confronted with the mail query.
Whatever the outcome, I hope it get's sorted :)

Well both happened: they emailed back and then I called them, very little flexibility on rates (about $ 100 higher then the rest of my reservation) but after a call they at least took off $ 40 for one night.

Lesson learned: call the hotel directly and be firm and bargain; though cities like NYC don't leave much scope as they were apparently down to their last 2 rooms.

How long did it take for the hotel to mail you back from when you sent the initial mail?

In NYC a couple of days can be a bit too long of a wait for an answer as we know hotel rooms can get scarse pretty quickly...

It took them from Friday til Monday to get back, now you could argue the weekend was in between but I would expect a response in 24 hours. Of course they are trying to max rates but I spent almost a month there last year and would have expected a bit more.

If the new approach is that we should talk to the General Manager I shall let him know what I think.

Weekend aside (they are still open, aren't they? :)), I would have expected a quicker response time.

^ I would do exactly the same and it does for sure pay off (last time at The Raffles in Phnom Penh) so good on you ^

One month at any Sofitel does for sure gather quite a bit of revenue so they should tread very carefully IMO.

I would think most of us here are behind you all the way starflyergold so if it heats up, show the GM this thread :D

Bon Chance...

It really varies doesn't it?

Novotel Bandung - no reponse

Mercure Ancol - same day

Surely do. I got replies from Sofitel in both Saigon and Siem Reap within 20 min and I even sent my query in the Evening from Europe (midnight in SE Asia) ^^^

Maybe many of u would have seen my thread on my experience in IBIS Locarno caused mainly because the hotel folks took more than 2 days to reply tht they needed my CC.. :td::td:
Don't these hotels have some email response policy and turn around times similiar to other service industries.. if yes, is anyone aware of this since I wanna follow up with their management on this..

Resurrecting an old thread here but I too am having bother contacting the Sofitel New York, telephoning is difficult as I'm in the UK. I need connecting rooms as my adult daughter has health problems and me or DH need to be able to get to her quickly, trying to organise this with the hotel is dreadful. I've also sent the same requests to the Waldorf and their response has been very swift and professional. I really do like the look of the Sofitel and stayed in one of their hotels in Paris a few years ago and was very impressed but Sofitel New York are coming very close to losing this booking.

So getting to the point, does anyone have the general manager's e-mail address?