Complaint against Westin SFO
Mar 19, 2017, 1:49 pm
#16
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I wasn't there, but based on the "Reader's Digest Condensed Version", this sounds like a severe overreaction.
Maybe because they weren't trying to use the Business Center? That seems to me to be a completely reasonable question of anyone using the Business Center. And there most definitely are non-guests who want to print out the free boarding passes. People won't make a special trip to do so, but non-guests do end up at hotels for various reasons - eating, drinking, conferences, meetings, ...
Maybe because they weren't trying to use the Business Center? That seems to me to be a completely reasonable question of anyone using the Business Center. And there most definitely are non-guests who want to print out the free boarding passes. People won't make a special trip to do so, but non-guests do end up at hotels for various reasons - eating, drinking, conferences, meetings, ...
Further, compounded by stating that people make special trips to use the business center. Falsehood number 2.
If the hotel had a policy that only guests could use the business center, then him asking me would be 110% appropriate, and I would have long forgotten it. However, the hotel does NOT have that policy, thus my concern.
Mar 19, 2017, 2:01 pm
#17
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Consider. Say you are buying an item at a department store. You use a credit card. You are asked to show ID. The customers (of a different ethnicity) before you were not asked for ID. You ask why. There are numerous good answers. Your total was higher than theirs, the machine asked for ID, the others were well known to the clerk, etc.. All likely and good answers.
If however, the salesperson lies, say he or she claims that they ask for ID from everyone, and that turns about to be untrue, (Particularly if that salesperson actually doesn't) then further inquiry is appropriate.
Mar 19, 2017, 2:17 pm
#18
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Update
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.
Mar 19, 2017, 4:42 pm
#19
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Mar 19, 2017, 5:22 pm
#20
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Update
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.
Mar 19, 2017, 6:31 pm
#21
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No. All we know is that the manager confirmed a problem employee. We don't know what his problem is. I don't expect the manager to confirm an instance of racial bias.
Mar 20, 2017, 2:42 am
#22
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Mar 20, 2017, 2:59 am
#23
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What does this have to do with racial profiling?
Mar 20, 2017, 3:09 am
#24
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Mar 20, 2017, 3:36 am
#25
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It would of course help to have the details surrounding the supposition that the - perfectly legitimate in my opinion - question was racially motivated.
Mar 20, 2017, 9:04 am
#26
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It sounds like a problem employee, lack of training, or both. I don't know if the question was racially motivated, but if in fact there is no official policy, then this employee was overstepping their power and the op deserves an apology from the hotel and spg.
It is disturbing how many on this forum jump at every opportunity to defend hotels, like they possibly cannot ever make mistakes or mistreat customers. I am genuinely happy for all those folks for only having fantastic experiences but ultimately if you truly stay in hotels often you are bound to have a stay that will leave a bad taste in your mouth. Hopefully not literally!
It is disturbing how many on this forum jump at every opportunity to defend hotels, like they possibly cannot ever make mistakes or mistreat customers. I am genuinely happy for all those folks for only having fantastic experiences but ultimately if you truly stay in hotels often you are bound to have a stay that will leave a bad taste in your mouth. Hopefully not literally!
Mar 20, 2017, 9:34 am
#27
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Update
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.
The manager reached out to me a second time. He explained to me that the FDC clerk (whom I failed to remember his name) had been the subject of numerous guest complaints. He opined that somewhere the FDC has never "gotten" customer service. I accept that explanation.