My Sheraton Macao story was surprisingly controversial.
Mostly I thought it was funny, I’m standing in my bathrobe at 6:30 in the morning, with a hotel staff member in the room pointedly accusing me of trying to scam them for 4 free cups of coffee.
It was a minor thing in the grand scheme of things, but one of my more awkward hotel moments.
And it brought out many divergent opinions from readers. I’m often surprised by the things that get peoples’ juices flowing! (I tend to think I’ll get more comments on things like 100,000 mile bonuses, but what do I know?)
I thought I’d post a follow-up. As I shared in the comments earlier, I had tweeted the post to @spg and I received a response. They replied fairly quickly on Sunday night with an apology, and offer of 5000 Starpoints.
Thank you, isn’t actually necessary, wasn’t my intention to complain — more just an interesting travel story… Best, Gary
Something about the possibility that the quick response and offer of compensation possibly being due to my blog post rather than just tweeting them, that it didn’t feel right to take compensation. Don’t know if that’s right or wrong but I’d rather turn down 5000 points than feel uncomfortable about it.
I also received an email follow-up last night from the hotel’s manager of in-room dining.
Dear Mr. Leff,
Warmest greetings from Sheraton Macao Hotel!
I hope this email could reach you well. Thank you for recently stay with us. It came to my attention that you have some unpleasant experience when encountered with one of our associates as mentioned in the website, we are devastated to learn that you did not experience our true hospitality during your stay with us. Please accept our sincere apologies for any inconvenience caused. Your feedback is very well received as it helps us keep moving in our path of seeking continuous improvements. For this incident, I have already had a discussion with the specific associate and he is well aware of his behavior is absolutely not up to our Sheraton service standard, also corresponding disciplinary action has been taken.
Please be assured that your valued comment would not go unnoticed as we truly appreciate you taking time to write and highlight the matter to our attention. Our management team takes each one of our guests’ feedback very seriously and your feedback has been shared within my team to avoid the similar situation to happen again.
Mr. Leff, unfortunately we are not able to turn back the clock and undo what has been done. We do hope that we will have the opportunity to serve you again and a chance to win back your confidence in our products and services. Please do feel free to contact me or my Assistant Manager Elle directly if your schedule brings you back to Macao so that we can personally look after your stay.
Thank you once again Mr. Leff and wishing you a pleasant day.
I appreciated the note — that the feedback really was shared, and it sounded like it was genuinely received.
I’m not entirely comfortable hearing “also corresponding disciplinary action has been taken.” My sense is that the employee wasn’t really freelancing, that they were trying (in their own, ham-handed way) to look out for the best interests of the hotel.
Nonetheless at a minimum I do hope it was a ‘training opportunity.’ That’s really all I’d like to see.
If you’re not sure what the hubbub is about, read the original story here.