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Make it Right
Radisson advertises it's we'll make it right guarantee but after the text there does not seem to be any way to send complaint regarding this guarantee and 4-days on still waiting for the Club Carlson rep to even respond as to what contact to use so anyone out there know how to submit complaint or is it only by phone. Frankly their program to me is useless as by the time I can actually submit I would have already checked out but perhaps that's their intent - to have a totally useless guarantee.
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Hmm, I think you have to complain at the GM directly at the property.
Do you mind share your experience? |
Radisson Blu Dublin - returned to my room at 5PM after a 5-hour sightseeing day and wanted to relax before going back out to Temple Bar that evening. Room had not been serviced. Front Desk staff told me that the staff did not have to service my room until 6PM. Finally received service at 5:48PM.
Although I'm Gold until I got to Poland and Ireland this trip have not stayed at Radissons in EU before nor had this type of feedback from staff of any brand, Radissons or other.
Originally Posted by fassy
(Post 24947513)
Hmm, I think you have to complain at the GM directly at the property.
Do you mind share your experience? |
Although I agree that room service by 6pm is unusual and they should have done this between 10am and 3pm - although I think there is no fixed rule for that, just an 'expactation' I would have.
Anyway, if you feel the need to complain about it, contact the GM (google "general manager radisson blu dublin", first hit on linkedIn.ie, then [email protected]), personally I wouldn't make a big fuzz out of it and let it slide... an unserviced room and lame excuse from the front desk is nothing I would pursue. They probably just missed your room and didn't had the guts to admit it, perhaps fearing you will hunt there for compensation? Which based on this thread sounds not that unlikely ;) In general the RB Dublin is a great property. |
Not looking for compensation but only for a contact with Radisson Customer Care if such dept exists as I said see their guarantee stated but no where to enter/report a problem (and I've now waited 3/4 days for Club Carlson to respond - and have left Dublin, did 2-nights in Wicklow and now in Athlone before driving to Galway tomorrow - but never rec'd more then notice of my contact).
And I did ask the Front Desk before I left at 11:30AM to service my room while we would be out but as reported, 5-hrs later, no joy. Simple resolution for me is after this trip just book other brands since it seems Radisson/Club Carlson can't return a contact in 4-days.
Originally Posted by fassy
(Post 24947817)
Although I agree that room service by 6pm is unusual and they should have done this between 10am and 3pm - although I think there is no fixed rule for that, just an 'expactation' I would have.
Anyway, if you feel the need to complain about it, contact the GM (google "general manager radisson blu dublin", first hit on linkedIn.ie, then [email protected]), personally I wouldn't make a big fuzz out of it and let it slide... an unserviced room and lame excuse from the front desk is nothing I would pursue. They probably just missed your room and didn't had the guts to admit it, perhaps fearing you will hunt there for compensation? Which based on this thread sounds not that unlikely ;) In general the RB Dublin is a great property. |
Originally Posted by fassy
(Post 24947817)
Although I agree that room service by 6pm is unusual and they should have done this between 10am and 3pm - although I think there is no fixed rule for that, just an 'expactation' I would have.
Anyway, if you feel the need to complain about it, contact the GM (google "general manager radisson blu dublin", first hit on linkedIn.ie, then [email protected]), personally I wouldn't make a big fuzz out of it and let it slide... an unserviced room and lame excuse from the front desk is nothing I would pursue. They probably just missed your room and didn't had the guts to admit it, perhaps fearing you will hunt there for compensation? Which based on this thread sounds not that unlikely ;) In general the RB Dublin is a great property. |
Originally Posted by leeky
(Post 24947278)
Radisson advertises it's we'll make it right guarantee but after the text there does not seem to be any way to send complaint regarding this guarantee and 4-days on still waiting for the Club Carlson rep to even respond as to what contact to use so anyone out there know how to submit complaint or is it only by phone. Frankly their program to me is useless as by the time I can actually submit I would have already checked out but perhaps that's their intent - to have a totally useless guarantee.
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If you look at their guarantee their is no way to file any complaint. What I was requesting from other FTers is the contact inasmuch until a contact is known and one could actually file a complaint the hotel is not contacted, as stated below, and no corrective action is done.
So for my future knowledge if I ever have to stay at any other Radisson, if you know, what is their customer care contact?
Originally Posted by Paul4Travel
(Post 24952988)
It takes time because the customer center forward the complaint to the hotel which will reply within 7 days (in Bcc with CC cutomer center). If you need something to be adjusted immediately, it's much better to complaint directly to the hotel manager.
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1st) Contact GM of the Hotel - during your stay.
2nd) Finding her (in this case) online and send her a mail if 1) didn't work out. Club Carlson does exactly the same 3rd) Contact Club Carlson Customer Care through the web portal at http://www.clubcarlson.com/customers...Category=other |
Yeesh.
One day they miss on servicing your room (who knows what happened, maybe the maid was sick, family emergency) and you're ready to track down the GM? |
The one thing I expect is to have a clean room when I return in the evening. I consider that part of the rate I pay. I do not care what the reason is for it not being cleaned. If there was an emergency, I am sure they have other staff that could take care of the room.
I always ask the front desk to get my room cleaned as soon as I leave in the morning. That way, it is ready if I should return early. It is not my need to know why it was not cleaned. And any GOOD GM will want to know if this happened so it can be fixed.
Originally Posted by Jesperss
(Post 24954956)
Yeesh.
One day they miss on servicing your room (who knows what happened, maybe the maid was sick, family emergency) and you're ready to track down the GM? |
Originally Posted by Jesperss
(Post 24954956)
Yeesh.
One day they miss on servicing your room (who knows what happened, maybe the maid was sick, family emergency) and you're ready to track down the GM? |
Originally Posted by leeky
(Post 24954596)
If you look at their guarantee their is no way to file any complaint.
Here is the text from the Blu site. I'm sure the main Radisson site has the same information somewhere. (emphasis mine) In our fiercely competitive industry, we stand apart from the rest thanks to our special Yes I Can! service spirit. We love what we do and as proof of that, we promise to deliver a 100% Guest Satisfaction Guarantee. Source: http://www.radissonblu.com/businesstraveler/100gsgOur staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, it is addressed with the utmost of haste. If your complaint remains unresolved or you leave disappointed, any one of our staff can invoke the 100% Guest Satisfaction Guarantee. This means that you will not have to pay for your room or the service in question. To keep you coming back time and again, we strive to provide an exceptional service level at all times. This is our promise to you… or your money back. So, if you are dissatisfied with anything during your stay, please let us know and we will endeavour to make it right. There's no way to file a complaint relating to the Guarantee because it must be done while you are at the hotel. |
Club Carlson is the only hotel chain among all hotel chains we use, that does NOT have a post stay survey or thank you email. ALL other hotels we stayed at, IHG, SPG, HHonors, Marriott, have post stay emails to thank the guest and many also have a Survey link to solicit feedback.
Had it not for the generous 2-4-1 benefits, I doubt many here would seek out to stay at Club Carlson chain. Not only they have far less foot prints than other chains, many RBs are cheaply furnished but try to pass as upmarket hotels. Front desks are far less friendly in almost all the stays versus other chains. Dont know where the problems are but it does not matter any more because the incentive to seek out Club Carlson properties no longer exists.
Originally Posted by writerguyfl
(Post 24962606)
Radisson's 100% Guest Satisfaction Guarantee is a program that is implemented at the hotel-level. In order to invoke the guarantee, you must first report the problem to the hotel while you are there. And, you must give the hotel a chance to fix the problem. Only after that happens can the Guarantee be invoked.
Here is the text from the Blu site. I'm sure the main Radisson site has the same information somewhere. (emphasis mine) In our fiercely competitive industry, we stand apart from the rest thanks to our special Yes I Can! service spirit. We love what we do and as proof of that, we promise to deliver a 100% Guest Satisfaction Guarantee. Source: http://www.radissonblu.com/businesstraveler/100gsgOur staff will do everything to ensure that you leave our hotel happy, so if there is a complaint, it is addressed with the utmost of haste. If your complaint remains unresolved or you leave disappointed, any one of our staff can invoke the 100% Guest Satisfaction Guarantee. This means that you will not have to pay for your room or the service in question. To keep you coming back time and again, we strive to provide an exceptional service level at all times. This is our promise to you… or your money back. So, if you are dissatisfied with anything during your stay, please let us know and we will endeavour to make it right. There's no way to file a complaint relating to the Guarantee because it must be done while you are at the hotel. |
Originally Posted by Happy
(Post 24966887)
Club Carlson is the only hotel chain among all hotel chains we use, that does NOT have a post stay survey or thank you email. ALL other hotels we stayed at, IHG, SPG, HHonors, Marriott, have post stay emails to thank the guest and many also have a Survey link to solicit feedback.
Had it not for the generous 2-4-1 benefits, I doubt many here would seek out to stay at Club Carlson chain. Not only they have far less foot prints than other chains, many RBs are cheaply furnished but try to pass as upmarket hotels. Front desks are far less friendly in almost all the stays versus other chains. Dont know where the problems are but it does not matter any more because the incentive to seek out Club Carlson properties no longer exists. |
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