I'm with you... FWIW I wasn't trying to imply the OP was asking for compensation.

I agree with you. More is to be expected from a place like that. But a bad day is to be expected here and there as well.

It just goes to show how one employee's behavior can have such a powerful effect on some customers. It's the bane of the service industry. No matter how happy you make someone in the past, one employee can ruin it forever.

Personally, I always try to keep in mind that hotels are staffed by actual human beings. And humans can make mistakes, or they might be brand new on the job, or their dad might be in the hospital with a terminal illness, or they might have just been blindsided by the world's rudest customer right before you arrived, etc etc.

It's just not worth getting urious and bitter because one individual employee didn't treat you exactly how you want to be treated. The real question should be: Is this a pattern, or just a one-time occurrence? If it's the latter, relax (if you can).

Don't worry as such theats are a very common occurence throughout FT. FWIW I'll take an efficient if cool welcome over a gushing smarmy welcome any day but that's just me.

There is a difference between efficient/cool and disdainful. Disdainful is more what I read here.

Also, efficient would have included providing the available upgrade without forcing the OP to ask for it.

+1, great.

She did note the room upgrade without prompting, just not to the 7th floor as OP expected which did require a prompt. OP in his own words was mildy miffed by the service, or complete lack thereof, from the bellstaff before even approaching the front desk and I'm sure carried some of that into the interraction with the front desk staffer. I'm quite sure it's something all of us are as equally guilty of everyday so OP isn't alone. However we only see these encounters within the context of the moment and can give them an inordinate level of importance.

FWIW I've never been one to suffer poor customer service lightly, probably a result of years spent in front-line customer service, but don't see this encounter as such an egregious example of poor customer service and certainly not one which would make me vow never to darken their door again. But that's just MHO, of course.

I've never been to the property so am not knowledgeable about whether the 6th floor constitutes an upgrade or not. I would note, however, in my experience, being told by the front desk that I've been upgraded, is not necessarily the same thing as actually being upgraded. I'm sure somebody will post as to whether a room on the 6th floor is an upgrade.

Also, I used the term "disdainful.", which sounded, to me like the treatment the OP received at the front desk. I can only speculate as to whether that's the same thing as your term "egregious example of poor customer service," but probably not.

Superior rooms are an upgrade, regardless of which floor they're on.

I think the OP had a ho-hum check-in experience, which is not what he's used to (nor am I; I had one recently, but realized the clerk was being trained). It happens. If it was a continual problem then OP should consider chatting w/ the FDM.

Also, since the OP is a Plat he doesn't have to even check in at the front desk (unless he's coming in at some strange hour) but can check in at the executive lounge on the 7th floor.

Cheers.

I think this hits the nail on the head. If this is a "one off" experience, then you can let the hotel management know about it and move on. If this becomes a regular experience, then maybe it would be time to rethink the hotel or hotel chain one frequents.

:) Yes I picked up one ;)

Anyone that wants background can just search annerj and compenation. There should be plenty of threads.

I don't frowns upon compensation entirely....just for the reasons that many post around here (burned popcorn, fire alarm, etc).

I have only had one stay at this hotel(For a week last July)but I got the feeling that most of the staff working both at the front desk and the concierge desk were trainees and that english was not their first language.
The fella that checked me in was polite and friendly-but that was the last bit of friendliness I saw on the Lobby floor.
My stay was very good none the less.While I do not have the need to be best buds with hotel staff members I do appriciate a willingness to do more than tap at a computer and hand me a key.

I am due to check in to this hotel later today and can say my experience of GH has never been less than excellent.

I always book the cheapest room, in the last 2 cases its been the really cheap "single" and have always been upgraded to superior, which is a very worthwhile upgrade imho, certainly wouldnt bother to ask for it on concierge floor, just glad not to be in the single I booked, although remains to be seen whether I'll be in the single tonight...

I dont take the points here, the food options are too tempting...

Well depending on how long his stay is, you & thegoderic might be there at the same time, so you can meet up for a drink to discuss the pros & cons of "Sharon's Place", aka, Grosvenor House, a JW Marriott :D

Cheers.

I must admit I dont set much store by the greeting, thanks for being a plat etc, but I do set a lot of store by the fd being helpful, cheerful and efficient.

I can count the number of times I've been thanked for being a marriott plat on the fingers of one hand. On the other hand I've always been offered the PLT gift and welcomes have varied from the helpful,cheerful and efficient to "'ere's yer key, lifts dahn the corrider on yer left".

I dont know if the hotel has read thegoderic's post because today my greeting was absoloutely everything, all the boxes ticked. greeted form taxi by doorman who took my (VERY HEAVY) bag... I'm here on a hefty trial... gave me the ticket and directed me to the checkin desk where I was greeted by a smile, an enquiryabout my journey (very smooth) and a thankyou for being a Marriott PLT with confirmation of an upgrade from cheapo single room to Superior King, the hotel thus keeping up its 100% upgrade record with considerable aplomb, as it has a view of Hyde park. Admittedly not a concierge floor room, 1st floor instead, but as Sharon says, better a low floor superior than a concierge floor standard.

She reminded me that the lounge was serving afternoon tea for another 30 mins. The tea is very good, well the tea is from a teabag but the scones and finger sandwiches are delicious, so I nipped up for a few mins before settling down to my work. I am in the lounge now and can confirm the food selection is lovely and replenished regularly, this hotel seems to be popular with visitors from the middle east and hence includes pitta and hummus etc.

Regrettably I have to make my way back to my room to continue to prep my cross examination, but there is no question in my mind, GH is up to its high standards and truly deserves the title "Sharons Place"

Glad it's worked out, BB.

In fairness to the OP, he's had good experiences as well & even said it might be a bit of a 1-off, so we'll hope it is.

Hmm, 2nd FTer I know who's been in London for litigation (other FTer back in Feb working on some high-profile war tribunal thingy or something like that; hopefully you two aren't on the same case on different sides :eek:).

Cheers.