A Freddies Trip Report
 

Striking Out for the Freddies – April 23rd

Well, how bad can it be flying these days, I wondered as the wife dropped me off at ABIA. I haven’t flown in about seven years, so I was interested to see just how much of a negative effect 9/11 still had on the convenience of air travel. I was pleasantly surprised to find no lines at the American check-in counter, no lines at the baggage check-in, and no lines at the screening table. This process took less than 15 minutes total, which relieved me to no end.

Went down the corridor to find my departure gate, stopped across from it and had a soft pretzel and a bottle of water, and took in the evening news. Thirty minutes later, I walked over to the gate where Chris Proffitt, our Customer Contact Center director and the Global Director for Starwood Preferred Guest Customer Service was frantically perusing his Blackberry for incoming emails and returning phone calls on his cell phone.

Chris is a terrific travel partner and an all around nice guy. While we haven’t known each other that long, I have the greatest respect for his work ethic, which I am sure will take him far in the company. He arrives to work before I do and often leaves after I do.

American actually got us on an earlier flight than we had scheduled, so we were optimistic about the trip being an easy one. Too optimistic, as it turned out. We took off on time for what should have been a one-hour flight to Dallas, but Mother Nature had other ideas. As we approached Dallas, the Captain came on the microphone and announced that there were violent storms currently pounding the city. He said we would circle for a while and see if we could land. Approximately 20 minutes later, he came back on to tell us that the DFW airport had been closed because of the weather. We were diverting to Abilene, TX to re-fuel and wait it out.

Sure enough, we landed in Abilene. I thought it was ironic that we were probably already closer to Colorado Springs than we were to Dallas, but what’s a Bubba to do? We were on the tarmac for about an hour before the Captain got clearance to take off again for DFW. I started working over the possibilities in my head. Of course, everything depended upon our connecting flight still being in Dallas, but since we were over 2 hours late, what was the possibility that this could happen? So, I pondered having to call the Customer Contact Center to cancel our first night at the Sheraton Colorado Springs and book one at the Sheraton DFW Airport instead. Chris would be off the plane before me anyway, so I figured we would discuss it after disembarking.

As it turns out, the connecting flight was also delayed. We arrived at about 11:10 and it was scheduled to leave at 11:50. The only problem now was getting to the other side of the terminal where the departure gate was. Fortunately, one of the carts came by hauling chairs and tables. Lucky for us, there was one bench seat empty and we were there in no time.

The flight to Colorado Springs was relatively trouble-free; the only notable exception being the flight attendants. I honestly don’t ever remember a flight where I (and everyone else onboard) made comments to one another about how surly they were. I guess we have to assume they were not particularly happy with the current developments at American or perhaps they were peeved at the weather delay. I can’t say I would (was) be very happy about it either, but hell would have to freeze over before I’d let anyone outside the company know about it.

Chris went to get the rental car and directions to the hotel while I gathered my bag at the baggage claim and we were off to the hotel. It was raining and about 38 degrees Fahrenheit when we arrived, which was a nice change from Austin – for me anyway. Chris guided us expertly to the hotel and we went inside to see if we still had our rooms. It was 2 AM and he had been told that the hotel might be oversold because of a convention. Lucky for us, everything was in order. The front desk staff was probably the friendliest Sheraton staff I have ever encountered. Chris was given a room on the club level and I was given one on the ground floor. Except for the distance from the front desk, it was a terrific room; very spacious and newly renovated. I began unpacking and called the wife to let her know we had landed safely. Since it was 3:30 AM back at home, I just left a message. Since there was nothing on my plate the next day - except for a trip over to the House of Miles – I planned to sleep in some to recover from the trip. The room seemed to me to be suffocatingly hot, so I turned off the heat, opened the outside vent and put the fan on, grabbed a complimentary bottle of water and jumped into bed, which was very comfortable. Not Westin Heavenly, you understand, but still very comfortable. I was out before I knew it.

The Day of the Freddies - April 24th

Believe it or not, I was wide awake at 9:30 AM. So much for sleeping in. I still took my time moving around, having coffee, watching the news on CNN, having a room service breakfast, and reading both the Wall St. Journal and USA Today before taking a shower. Somewhere along the line the toilet got plugged up. I hate those low-flow toilets, don’t you? Anyway, I called the front desk to ask for a plunger and waited. The front desk called back in what could not have been more than 5 minutes asking if the plunger had arrived. Nope. Apologies and assurances were flowing. Honestly; I had only been waiting for a few minutes. It was really not a problem. Almost as soon as we hung up, there was a knock on the door; maintenance with a plunger. A couple of plunges later and he’s gone. Five more minutes pass and the phone rings asking if the problem had been taken care of to my satisfaction. “Well, the toilet works now, so I guess so”, I replied, trying not to let on that I was a little more annoyed by the constant calling to check-up on things that the actual event. It was probably my fault, after all. I’m just used to a little better water pressure in the toilet tank at home.

Anyway, this is probably way more about my morning than any of you really wanted to know, but here are some hotel-related things you might find interesting:

*Shower pressure – perfect; the toilet and combo shower/bathtub were separate from the sink, which is nice if other people are in the room
*Bath amenities – Sheraton branded (they’re just not as bad as some of you think they are)
*TV size/distance from bed ratio – perfect
*Complimentary coffee or tea – first hotel that I have ever seen that stocks real half and half and not that dreck that comes in a foil packet; but, I brought my own coffee along with sufficient coffee filters because I’m addicted to Ethiopian Yirgacheffe.
*Work area – nice wide desk and very comfortable chair
*Iron, ironing board, & robe in closet
*Nice closet with lots of hangars
*HSIA access; also dataport connections
*Two bottles complimentary water (sad to say that these were not replaced on the second day)
*Room service/dining menu – the selection available was very nice, but I was a little disappointed that it ended at 10:30 PM. Allegedly, there were late night snacks and sandwiches available in the lobby after that, but I was never hungry enough to make the hike to check it out. Service was fast and efficient. They roll the usual service charges and gratuity into the check, but if you ask the server, he will tell you they have already taken care of him this way. I asked just to be sure, but gave him a token amount more. The breakfast I had consisted of a three egg cheese and mushroom omellette, a short stack of pancakes, and milk. Absolutely some of the best food I’ve ever had in a hotel and really too much as I could not finish it. The pancakes are huge. God help anyone that orders a full stack.

Like a said before, the room itself was very spacious. It had a nice chair and ottoman near the window next to a small table and plenty of room to move around in despite the king-sized bed.


I'll add more as I able

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

[email protected]

[This message has been edited by Starwood Lurker (edited 05-02-2003).]

Starwood Lurker, welcome to the trip report section. Thanks for taking your time and writing a wonderful report http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif (instead of having to read always our reports/complaints/...) .


[This message has been edited by LH738 (edited 05-02-2003).]

I;m suprised that you haven't flown for 7 years!!

Great report. Look forward to more...

r http://www.flyertalk.com/forum/cool.gif http://www.flyertalk.com/forum/cool.gif
http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif

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kpc

I suppose that these flight attendants won't be earning an Industry Impact Award anytime soon! http://www.flyertalk.com/forum/smile.gif

now that's TMI. http://www.flyertalk.com/forum/smile.gif

j/k. good report.

William: Thanks for posting. What you saw was what you get. Multiply this by about 40 flights a year, and 40-50 hotels, and you see why we all watch this board for pointers, tips and tricks to make it easier and more rewarding---- if you had to do this drill (which I personally love, despite the tribulations), can you see why we take this very seriously?

I certainly appreciate your participation here, as Starwood, it seems "gets it": Staying in touch with types like us lets you make the most of the properties you have, bad water pressure and all.

BTW, I just can't agree that the toilet deal is "probably your problem". Barring an, ahem, major incident, ANY hotel room toilet NEEDS to work perfectly EVERY time, and there's just no excuse for any other result. It isn't exactly a high tech, not-well-understood piece of equipment. Hope you can let them know, and effectively get them to examine however many of this model they've got. Cripes! How very basic. I'm reminded of the phrase "No Surprises at (insert competing chain here)". No guest needs that sort of surprise.

Were both of your flights with American Airlines? What do you think of More Room Throughout Coach? Or did you fly up front in First Class?????

I was very suprised by that statement as well.

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Visit FlyerTalk Dining http://flyertalk.com/diningfr.shtml

William,

Thanks and welcome to our world. Now as someone above says multiply these insignificant headaches by some large factor and you understand why we all watch out for those little things.

Glad to see that your own property took such good care of you (BTW that heat issue is one that really gets me a lots of properties-except some do not have windows that open), must say I am surprised by no air trips in 7 years as well.

I think Starwood should be sending you on 1 or more all expense paid vacations/trips (with your family) per year not just for a reward but as market research for what we go thru. Including staying at some of your competition as a guest. No better way for you to understand our pleasures and pains.

[This message has been edited by 200 ngts/ 200 legs/year (edited 05-03-2003).]

I think its great you made this trip report. I'm also surprised you haven't flown for so long. Flying and hotel stays go hand in hand as far as I'm concerned. You can now see how we look forward to getting to the hotel after a day of flying. What you described is a typical business trip. Delays are common (though not usually as bad as yours), you arrive at the hotel late, they may have given away all the good rooms to others that arrived earlier, the free water almost always doesn't get replaced after the first night, room service is lmited by the time you actually get back to the room or are in need of it.
Great information and welcome to our world of flights, car rentals, wrong directions, hotels, surfing the net late at night (Flyer Talk) when you can't sleep and restaurant food. Its a great life (no it really is!).

Bigshaker

Starwood Lurker, you must have stayed at another Sheraton in Colorado Springs!

The one I stayed at in September was not as you describe (admittedly the front desk staff was very friendly). The room sounds quite different - renovated perhaps. I left after one night and moved down the road. I've since described it as being like a "Holiday Inn circa 1979". It's actually scared me away from Sheratons (except for Edinburgh - nice).

Keep traveling so we can compare notes!

Thanks for the interest. As I am able, I'll post some more.

I just don't travel that much. I got my fill of overseas travel as an oil company dependant back in the late sixties. These days, whenever Mrs. Starwood Lurker and I travel, it is usually within driving distance or we go via Amtrak. Back in the day when we used to be able to earn Sheraton miles, I accumulated a handsome sum, but when ITT was bought by Starwood, we were eventually asked to redeem what we had. I chose poorly - American Express gift checks. In retrospect, I should have done an airline transfer to make the best use of the points, but that's all water under the bridge now.

Now we can accumulate Starpoints by being Starwood Preferred Guest Credit Card from American Express cardholders and from having AT&T as our long distance carrier, but otherwise it's pretty limited. I'm saving up to 20,000 when I will send it to an airline - either Continental or American. Once I do this, I think I'll take Mrs. Starwood Lurker to Hawaii - probably the Lodge at Koele since that is more our style.

Other than that, I'm looking forward to going to Washington DC and New York next April for about a week.

Sincerely,

William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

[email protected]

The House of Miles

Around noon, I gave a call to Chris to see if he wanted to drive over to the House of Miles. He had some emails and phone calls to finish, but said he would meet me in the lobby at 1 PM.

When we got in late last night, I had asked about where the House of Miles was in relation to the hotel. The night auditor did not have a clue, but one of the guys behind the front desk said he would look it up for us. He brought over the phone book that listed the address and having taken note of it, I went down to my room. To my surprise, this morning there was an 8 X 11 envelope shoved under my door. In it were a couple of maps of Colorado Springs – one torn from the Yellow Pages and another from a car rental company. Also, a hand-written note on hotel stationery that gave the address and phone number as well as a short exhortation: “Good luck at the Freddies tonight!” I was amazed that anyone from the hotel knew that is what we were in town for.

Ordered a small snack from room service while I waited. It was a dip made of artichoke hearts, Parmesan cheese, mushrooms and cream served with garlic toast on the side. Delicious.

Met Chris in the lobby and we headed out to the address in the phone book. Unfortunately, Randy had moved his offices since this phone book was printed. We called over to the House of Miles and got directions. A few minutes later, we walked in and introduced ourselves as being with Starwood Preferred Guest. We were shown to the glass encased conference room across from Randy’s office where a spread of hot food and cold drinks awaited. Curiously, there was a huge bowl of Red Hots in the middle of the table. We spoke to some of the Lacek folks who had gotten there just before us and then met Comicwoman before settling down to a seat and talking with 777globalmilehound. Chris had something to eat, but I was still full and opted for some Perrier instead, along with some occasional Red Hots. Turns out that one of Randy’s favorite things are these Red Hots. As a result, there were large bowls of them everywhere. Soon Randy came in and we sat and talked for a few minutes. Then he took the Lacek folks on a nickel tour of the facilities. Shortly thereafter Ling came through cleaning up the food area and the table. I guess Randy was serious about putting Flyetalkers to work. We left shortly after Randy and the Lacek folks returned, but I did hear him say that the House of Miles had won some architectural design awards and I believe it. Overall, it looked like a very nice place to work. 777globalmilehound walked with us out to the car and we were headed back to the Sheraton.

On the way, Chris got a call from Jim Berra. He was curious as to whether or not Randy or anyone else had dropped any hints as to the outcome of the Freddies. Sad to report that they had been tight as a clam. Jim said we would all meet in the lobby of the Sheraton at 5 PM.

Prelude to the Freddies

I rested a bit and called the wife before heading to the lobby. There was also a message waiting for me. I called to retrieve the message and it turned out to be the Sheraton Promise people calling to offer me $15 off the room charges or a free movie. I called them back and took the movie credit since the company was paying for everything else.

To my chagrin, the room had still not been made up in the three hours I was away. As I was leaving to meet Jim and the rest of the Starwood Preferred Guest folks, I called the front desk to request maid service. I wondered whether or not there would be subsequent follow-up calls and another free movie perhaps.

Having beat everyone else to the lobby, I found the most comfortable chair (there were many of them) there and settled in. Jim came through a couple of minutes later and we talked briefly before heading to the lounge. There we were joined by a cast of SPG corporate characters that I had never had the privilege to meet, but with whom I have corresponded many times over the years – basically you know them collectively as the marketing gurus. I ordered a 15 year old Balmorie single malt and water neat and we relaxed while arrangements were made with the hotel to transport us to the Wyndham. Around 6:30, we loaded aboard the hotel shuttle and got a rolling tour of the sites on the way. It was hard not to notice that I was the only male person not in a suit and tie. Maybe I should have worn my clerical collar, jibbee, and exorasson for a more formal look. I haven’t owned a suit and tie since becoming a deacon in the Orthodox Church. But, no one from our group said anything about the 2001 Program of the Year denim shirt I was wearing for good luck, so maybe it was acceptable considering the occasion.

As we walked into the Wyndham, some of our folks remarked what a nice hotel it was. We checked in for our name tags and went to one of the conference rooms set aside for the Freddies pre-party cocktails and hors d’ouvres. This is where I met techgirl, gleff, and danial among others, including Sir Freddie Laker himself. Sir Freddie had a special request, which I am still working on for him, even though it is a little out of my ballywick. Soon we were being called for dinner.

[next: the Freddies award banquet & ceremony]

Very good report William. I appreciate you "telling it like it is" about your stay at your company's hotel.

dangge villmool (swiss german) = Thank you very much, for your insider trip report and congratulations for your well deserved Freddie!