Compensation Clinic pays a visit to Sao Paulo this week and one of the hotels that I have stayed at quite a few times over the years.
A LoyaltyLobby reader had a less than perfect stay at the InterContinental Sao Paulo and had left some comments on the follow-up survey that you often receive after the stay:
I just wanted to forward you this reply from IC Sao Paulo. I filled in the survey they always email you after a stay, and I complained about the useless internet, over the very slow checkout (with the issue partly being that he thanked me ten times for staying there, telling me numerous times that they were greatful for my loyalty etc), the rate being quoted in USD but charged in BRL in a slightly unfavorable exchange rate, and over a few other minor issues. I was not asking for any kind of compensation, but just answering the questionnaire in an honest way.
Here’s the reply from the hotel:
We appreciate your time taken answering our online survey and thank you for your valuable comments.
We recognize the importance of Internet connection for our guests and apologize for the experience you had. Also, we have already adjusted the exchange rate and have taken all the necessary actions to avoid long check out processes.
In order to revert any uneven impression you had of our services and for your loyalty as IHG Rewards Club, we will be reimbursing your total amount spent at the InterContinental Sao Paulo. So you should see the amount reversed on your next credit card statement.
We will be totally available if you need any further information and hope we can deliver our real InterContinental services on your next trip to Sao Paulo.
To be frank, I was really surprised that the hotel basically adjusted the one night stay totally free, considering the rates that they charge.
You can always check the correct exchange rates between the displayed and the charged currencies on IHG’s website and request that the front desk used the one provided by IHG’. Hotels often try use exchange rates that are rather unfavorable for the guests, but favorable for the hotel’s bottom line.
When I was at this hotel last about two years ago, I cannot remember having problems with the internet, but maybe they haven’t upgraded their connection since.