Better Software Needed at the Front Desk
Dec 9, 2003 | 4:27 pm
#1
Original Poster
Join Date: Apr 2000
Location: Toronto
Programs: ACMM, Hilton Diamond, IEEE, PTC, CPS, CSBC, USBI
Posts: 1,175
Better Software Needed at the Front Desk
I'm a 30 night per year guest - about halfway between Silver & Gold. Most of my stays are at the same hotel - Toronto Airport. In spite of repeated phone calls and letters to the GM, they consistently get it wrong at the Front Desk. Because I bring a large crowd with me for meetings I'm supposed to have on-going access to the lounge on the concierge level. Rarely does my card work and I have to go down to the FD and explain, again, why I'm supposed to have access. They constantly get the wrong newspaper, I am often charged for parking when I don't have a car and they frequently make mistakes on the folio.
Is it just this one hotel or is there a glitch in the world-wide software?
Is it just this one hotel or is there a glitch in the world-wide software?
Dec 10, 2003 | 6:47 am
#2
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Deleted
[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Dec 10, 2003 | 2:51 pm
#3
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott LTT, AA LTG MM, AC 25K
Posts: 3,987
Ah, yes. The special brand of confusion exclusive to the Toronto Airport Marriott. (I could tell stories.) Almost makes me miss it. It is a much nicer hotel than the Hilton across the street which unfortunately now gets all my YYZ business. I gave up on them when they changed the rules for parking my car there. Great Japanese restaurant though. Hopefully the new Renaissance down the street won't hire any of the Marriott's management team.
Dec 10, 2003 | 3:00 pm
#4
Original Poster
Join Date: Apr 2000
Location: Toronto
Programs: ACMM, Hilton Diamond, IEEE, PTC, CPS, CSBC, USBI
Posts: 1,175
Having criticised the lack of consistency at the front desk, I would have to agree with you about the overall quality of that property. It is second to none in the vicinity of the airpot. The staff get to know you remembering your name and treat you well (especially in Toucan's Pub!). If I had to come up with a complaint it would be the limited window area in the suites - always dark inside even on the sunniest of days.
You're also right about the Hilton - definitely not up to snuff. Have you tried the Holiday Inn Select nexy door? It is almost on a par with the Marriott.
You're also right about the Hilton - definitely not up to snuff. Have you tried the Holiday Inn Select nexy door? It is almost on a par with the Marriott.
Dec 10, 2003 | 8:16 pm
#5
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Deleted
[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]