No, unfortunately I’m not staying there right now, but I just love this post by BingBongBoy on FlyerTalk regarding his experience with the guest relations team at the InterContinental San Francisco:
Continue reading: Now that’s what I call customer service (at the InterContinental San Francisco)
Share your questions, experiences, and thoughts below.
Wow, they went above and beyond. We don't do "afternoon tea" here in the USA so I think it's silly that the guy was trying to find a place that did.
This is amazing!
Maybe I'll stay at the IC SF when I go there early next month.
Usually a hyatt guy but...
@Steve - Yeah, it's odd when people do something different, huh? Frightening, even.
I can think of many places that do afternoon tea in the US.
I had a very different experience. When I tried to check in last Saturday, they said their computers were down, and asked me to come back in 15 minutes. They gave me a drink chit for the bar, and promised a complimentary upgrade. I returned 20 minutes later; their computers were still down, and it turned out they were able to check me in manually. It's totally unacceptable for a 4 star hotel to ask a customer to wait to check in instead of checking me in manually the first time. (I asked another employee how often the computers are down, and she said "far too often".)
Then the wireless Internet didn't work from my room (when I tried to accept the $14.95 daily charge by entering my name and room number, the system rejected my login attempt. I received disinformation from the guest relations staffer when trying to work around the issue until I escalated to a manager, who was able to resolve the problem - but again I lost more productive time). I redeemed my drink chit, but my drink was still charged to my room. Overall a very unsatisfactory service experience, even though the facilities are excellent.
This is a great reflection of this hotel's outstanding service. Thumbs up to the great guest relations team at IC SF!!!