This week the Compensation Clinic-case cones from my Conrad Bangkok Whine Wednesdays (read here) piece where hotel failed to properly inform guests in advance about planned power outage.
You can access Conrad Bangkok’s website here.
Here what happened from the Whine Wednesdays:
I hadn’t stayed at the Conrad for couple of years and made a reservation for last Saturday when I was in the city. I certainly would have booked something else for the night had I known that the building was basically without electricity for three hours starting at midnight.
Here’s what Conrad could have done:
– They certain knew about this planned maintenance at minimum weeks if not months advance
– There should have been notice on the website that there would be no electricity for three hours starting at midnight
– The hotel should have emailed guests letting them know about this
The manager on duty that checked me in told me about this outage and then found this letter on the desk inside the suite.
Why they didn’t have this info out?
Well. I would assume that it simply boils down to revenue protection (read money). They would have lost multi day bookings to competitors. I certainly would have not stayed here for the night. Once the AC is off for 30 to 45 minutes the temperature becomes too hot fast and air stuffy. Impossible to sleep.
Decided to send an email to Diamond Guest Services:
No reply from Conrad:
And points posted:
It is very unfortunate that the hotel made a business decision not to warn guests in advance of this power work that had been known for a while. Many guests would have decided to stay elsewhere (I certainly had).
I believe that it has been too easy for Conrad for years when there were only two Hilton affiliated properties in a city as big as Bangkok (the other Millennium Hilton). They got rooms filled without having to keep the property up to Conrad standards and being lax on the service side.
Now that the Hilton and DoubleTree hotels are up and running close by (in the Sukhumvit) and the Waldorf-Astoria is set to open early 2018 next to Grand Hyatt, there are more options for those that prefer staying exclusively at Hilton affiliated hotels.
Guest Assistance charges $200 for each case they open for Diamond members and the property will pay for the issued points as well.
This non-replying to the complaint and properly dealing with the issue cost in my case roughly $400 for the Conrad Bangkok. I hope that other members that stayed there during the power outage period filed with the Guest Assistance too.