I received this email from Mr C. B, cc'ed to a Ms JC dated 19 Oct.
Dear SQFAN,
Thank you for your email outlining the disappointment and discomfort you experienced during your recent stay at The Park Lane Hotel.
I do understand that you did not enjoy your stay with us overall and that you you found the allocated Classic room and the various facilities within it to be unsatisfactory and poor of standard. I have viewed your photographs and would like to assure you that this is certainly not indicative of our usual high standards. It is my pleasure, however, to inform you that we are planning for a remodelling and refurbishment of the entire hotel in the future. On another note, I was pleased to read that you found our Associates to be courteous during your stay and have advised the Front Office Head of Department that your checkout experience was less than satisfactory.
SQFAN, once again, please accept my apology for any disappointment and frustration that you encountered during your stay and in an effort to make amends and as a gesture of goodwill, I have today credited your Starwood Preferred Guest account with 12,000 Star points, which is equivalent to one-night's accommodation. I would also like to take this opportunity to offer you a complimentary upgrade to one of our Suites on your next visit. Perhaps you would be kind enough to contact my office directly when planning a future trip in order that I can make the necessary arrangements to ensure that your next stay is a comfortable and enjoyable one.
Yours sincerely,
C
Area Manager England
General Manager, Starwood Hotels Central London
Thank you for your email outlining the disappointment and discomfort you experienced during your recent stay at The Park Lane Hotel.
I do understand that you did not enjoy your stay with us overall and that you you found the allocated Classic room and the various facilities within it to be unsatisfactory and poor of standard. I have viewed your photographs and would like to assure you that this is certainly not indicative of our usual high standards. It is my pleasure, however, to inform you that we are planning for a remodelling and refurbishment of the entire hotel in the future. On another note, I was pleased to read that you found our Associates to be courteous during your stay and have advised the Front Office Head of Department that your checkout experience was less than satisfactory.
SQFAN, once again, please accept my apology for any disappointment and frustration that you encountered during your stay and in an effort to make amends and as a gesture of goodwill, I have today credited your Starwood Preferred Guest account with 12,000 Star points, which is equivalent to one-night's accommodation. I would also like to take this opportunity to offer you a complimentary upgrade to one of our Suites on your next visit. Perhaps you would be kind enough to contact my office directly when planning a future trip in order that I can make the necessary arrangements to ensure that your next stay is a comfortable and enjoyable one.
Yours sincerely,
C
Area Manager England
General Manager, Starwood Hotels Central London
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