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Another disappointing plt concierge experience

Another disappointing plt concierge experience

 
Old Jan 13, 2014, 6:04 pm
  #16  
 
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Originally Posted by BigBopper
Finally, the question was essentially is this something we should expect from the concierge.
And, in closing, the definitive answer is YES.
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Old Jan 13, 2014, 6:09 pm
  #17  
 
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Originally Posted by BigBopper
the question was essentially is this something we should expect from the concierge. It wasn't what would you do.
Looks like use Social Media.
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Old Jan 14, 2014, 3:15 pm
  #18  
 
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That's exactly what a concierge is for

That is exactly the kind of service you should be able to call on a concierge for - that is there whole role - to offer an enhanced level of customer service to long time loyal customers.
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Old Jan 14, 2014, 3:25 pm
  #19  
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Originally Posted by BigBopper
...Finally, the question was essentially is this something we should expect from the concierge...
I consulted with Platinum Concierge management regarding this and they apologize for the interaction you had that prompted the thread. Due to the immediacy of your request, they should have facilitated your direct contact with the property rather than saying you could call them yourself.

So, the end result should have been the same as contacting the Social Media team and we are sorry that it was not.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Jan 14, 2014, 6:38 pm
  #20  
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Another option. . .

I had some friends celebrating a big birthday and anniversary and wanted to have wine and cheese in their room (this was in Venice). Although I wasn't staying there I emailed the hotel.

Within 2 hours of sending the email I received an email response that said everything would be taken care of (which it was). My friends were very pleased with what was in their room and this was a no hassle way of taking care of what I wanted to make sure happened.
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Old Jan 15, 2014, 12:50 am
  #21  
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In the circumstances, it would have been classy for the hotel itself to provide some type of gift in the wife's room. A meeting organizer breaking a bone on the property would seem to justify some surprise gesture from hotel management.
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Old Jan 15, 2014, 12:57 am
  #22  
 
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I think even if it is not a part of their service or role.. they shouldn't tell you to call yourself. They should direct you or take a message and have someone call you back.

Last edited by Albano0608; Jan 15, 2014 at 1:39 am
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Old Jan 15, 2014, 4:51 pm
  #23  
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Originally Posted by MSPeconomist
In the circumstances, it would have been classy for the hotel itself to provide some type of gift in the wife's room. A meeting organizer breaking a bone on the property would seem to justify some surprise gesture from hotel management.
The hotel was actually fantastic. No complaints at all. They actually had people stay with her at both the hospital and later at a separate Xray facility. They also sent a fruit plate to the room and an email today to make sure she got home ok. The social media team was great and the hotel was great. Only problem was the PLT concierge.

Thanks for the response William. Much appreciated
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