This week the Compensation Clinic case comes from a reader’s stay at the Crowne Plaza Times Square hotel in New York.
You can access Crowne Plaza Times Square website here.
Here’s the email from the reader:
First of all, Thank you for your blog – I appreciate the time you put into to maintain your website with relevant stories, news all the time.
I had a one night stay at Crowne Plaza NYC for $350 (gross) last week, had some issues and posted my first (!) review on Tripadvisor during the stay at 1am. I’m traveling about 100-150 days in a year in the last years, but I never felt the argue to express my opinion on social media – usually direct contact with the manager resolved this – this time I didn’t have time to google for the manager of the hotel. The post was replied by the hotel’s social media team and 15k pts were offered as a compensation. Interestingly my IHG profile did not show up in their system.
Here is the post:
Staying for 1 night. Arrived around 2pm, but room still wasn’t ready, gave ID, credit card, completed paperwork, dropped by bag and went to work – I came back just before midnight when
1. there is none at the luggage service,
2. I had to wait another 15 mins in the line,
3. I was promised to receive my luggage in a ‘couple of minutes’,
4. more than 60 minutes has passed but there is still no sign of my luggage – called frontdesk ‘it will be here in 10 mins’ – it was 20 minutes ago,
5. the sound insulation of the window is a joke – I’m on the 31th floor, but can hear everything.
Avoid this hotel, might be at a good place, but otherwise mediocre. It’s definitely not a ‘chick’ hotel, rather dated. BTW I’m IHG Platinum – and actually not due to the Chase card – there was no mention of it during check-in.
And here’s the email that the reader received from the hotel:
Thank you kindly for contacting me and for your candid feedback. We sincerely apologize for the inconvenience you have experienced with the delay on receiving your luggage and for the lack of recognition of your membership status at your check-in. I am sorry to inform that our system did not show your Platinum status and I wondered if it may have been the reason our front desk agent missed the chance to extend special recognition, we will definitely follow up with our team. Since your profile at IHG program does state Platinum membership I have contacted IHG and asked them to update the information so it will sync with our system, so we may avoid the same incident in the future.
We have made our front desk manager aware of your comments and I am positive proper actions to improve our services.
Besides our apologies I have also allocated 15.000 into your membership account for the inconveniences you have experienced, hoping it may rectify the disappointment with our property.
Although we humbly respect your decision and your needs; we hope you’ll allow us another chance in the near future to welcome you back and leave you with a more positive experience. Should you consider our property again, please let us know. We will be happy to welcome you back and to meet your expectations.
Seems that this hotel has at least one person handling all the social media communication including responses to TripAdvisor reviews.
I absolutely hate standing in line and waiting for the room or to be checked out especially when late in the evening. There is no excuse to promise deliver the luggage promptly and fail to do it for more than an hour. Their bell department must had been understaffed.
It is good that the hotel proactively offered compensation points after the review. I quite cannot understand how the IHG Rewards Club info would not had transferred to the hotel. Probably a mix up at their end.