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My brother in-law recently retired, and in thirty years of marriage they never flew anywhere from their home in southern California. We hoped to give them our travel bug in retirement. Their wedding anniversary was coming, and we used points to give them a flight to Hawaii and seven nights in a highly rated “luxury” hotel on the beach. I have a gazillion points and numerous stays with this chain.
I knew that my in-laws were price sensitive and also gift sensitive, so I asked the hotel to charge the “customer experience fee” to my credit card, and also to charge me for seven days of breakfasts for two (something like $84 a day, a price that I knew would freak them out). I asked the hotel to simply tell them that breakfast was included with their room. I did this by email and a follow up call to the Guest Services Manager who said it was all set.
Several weeks afrer they returned we finally heard from them, the hotel room was nice and they enjoyed some sites (and not others). They tried breakfast in the hotel once and were totally freaked by the outrageous price. Basically the trip ended up a big disappointment for them and for us.
The hotel didn’t tell them breakfast was included and didn’t charge me for it, they just dropped the ball entirely (except to charge me the daily experience fee). Also there didn’t seem to be any recognition for their anniversary.
I emailed the hotel General Manager, got a response from someone on the General Manager Task Force (can’t make this up) that they were reesearching it and would be back in touch the next day. It’s a week later, I never heard another word. Should I push the task force guy, escalate to corporate, throw up my hands in disgust, or what? I can’t really see how you fix a disappointing first trip in thirty years…
I think you did everything right and sounds like you have the e-mail chain to show it as evidence that you were proactive in making the requests – and the hotel then acknowledged them.
I would 100% push the task force team, and also loop in corporate.
Just remember to (obviously) be polite and constructive.
Good luck! Given your explanation of the situation, I’d be optimistic they will try to rectify somehow.