This week Compensation Clinic visits Ritz-Carlton Montreal in Canada that reopened in 2012 after extensive renovation.
Remember that you can always email me about your compensation experiences with travel providers and I will publish one case every Sunday.
You can access Ritz-Carlton Montreal’s website here.
Here’s the email from a LoyaltyLobby reader:
As an avid reader of your blog, I thought I like to share a recent compensation case of mine own.
Hotel: Ritz Carlton Montreal
Two Nights Award Stay (from last year’s Ritz Carlton Stay 2 get 1 free voucher promotion
Main Issues: 1, Received 2 pre-arrival emails asking about arrival time and the other guest’s name, even though I’ve already replied the 1st email. All from the same staff. Considering they’ve asked about my partner’s name twice, you might expect some more personal treatment at the hotel, but NONE, what’s the point?
2, Bellboy told me that there’ll be a special turn down service. I asked the front desk to make a note that turn down service done between 6 to 8PM. When we came back at 11PM, nothing was done!
3, Was given a 2PM checkout when I checked in, but still got a call around 1PM asking when we can check out.
At that point, I just couldn’t be bothered to make a complaint when checking out. But I did make my opinions clear when filling the genetic feedback email. Hotel reached out to me and apologized for this less than perfect stay. I replied and asked for 25,000 points (half of the points for a usual award stay) as compensation. It was granted and points credited.
I had a paid one night stay at Ritz-Carlton Montreal this past September and, although I wasn’t inconvenienced as the reader above, there was nothing extraordinary about my stay beyond the extra bathroom amenities they brought me, as I am not huge fan of the Asprey line.
Earlier this fall, I write about my own compensation experience at the Ritz-Carlton Cancun (access here).
Ritz-Carlton hotels tend to take the feedback they receive from these after stay surveys seriously and respond if you give them less than stellar scores. So, if you had less than stellar stay, it makes sense to fill out these surveys.