This week the Compensation Clinic-case comes from a reader’s stay at the Radisson Blu hotel in Berlin.
You can access Radisson Blu Berlin’s website here.
Here’s the email that the reader sent to the hotel:
I’m am so sorry to inform you it that the stay was under par for the first time ever.
It’s about the bookings REMOVED REMOVED REMOVED REMOVED and the loyalty number is REMOVED. I love your chain, already stayed 33 nights in it only this year.
1. Room not cleaned
I called room service 4x, no answer. I went downstairs and asked to clean room. I asked how long I had to go outside my room. They weren’t sure, so I said: “will 2 hours do”. Yes, they said. When I came back room wasn’t cleaned.
2. Broken stop in bath
I complained about a broken stop in the bath via the chat in the app. They promised me to sent somebody up in the room, but the person never came. I went to reception next day, got another promise, but they never fixed it during my stay,
3 Broken airco
I complained about a loose button in the airco which didn’t end at minimum or maximum, but ws dilaatable endlessly. I told this the hotel via the chat in the app. They promised me to sent somebody up in the room, but the person never came. I went to reception next day, got another promise, but they never fixed it during my stay.
As member of research collective Bellingcat I needed to backup my computer urgently. So I put it on a spot that housekeeping couldn’t close it by accident but also warned with a note. They closed it anyway, hence a 10 hour delay in backup of important files because I had to start all over again.
5. Internet non existent
During the first few days, the speed of internet was terrible. This set me back for hours because I had to prepare workshops in my hotel room. I felt very frustrated. No help was offered. The problem went away after the number of guests decreased.
6. Chaos during breakfast
On Wednesday, there was a chaos in breakfast. There was no seating, which was definitely needed when there are big crowds. I felt so sorry for the employees who where understaffed and fatigued. One told me that she worked for straight 8 days.
7. No order taking
I sat 4 times in open bar space to work and only once, after 1 hrs, an order was taken. I asked the waiter if it was self service, but he said it was not. Service should start at 10.00. I was there 4 times after 10.00 and only got served once.
8. Stress in hotel
Over 12 (!) times somebody crashed a tray of glasses in the hotel during my week stay. I felt very sorry for the people working that hard. It gave me and a lot of other the feeling the employees were fatigued and pushed to their limits.
9. No invoice
During check out, they refused me to send an invoice via mail and said it was only possible via print out. This is nonsense, I DID get an invoice of my first part of my stay. Why suddenly change the rules? (this is solved now, new employee didn’t know)
I planned to use at least 4x the room service. It was impossible for me to reach them. They were too busy.
I do not mind a crowded hotel and I don’t mind that the price doubled during part of my stay. But charging more and delivering less is not the Radisson I know. The Radisson Blue support team credited me loyalty points, but I think it’s important you know this too.
Here’s the reply from the hotel:
Thank you so much for taking your time to write such a detailed report on your recent stay with us. Only with feedback such as yours can we constantly see where our guests are happy and satisfied with our service and where we must improve and change the way we do things here.
We take every detail of your below email serious and on board and I am so sorry they happened to you. I am glad you already know what we can do and how we normally care for our guests, I cannot explain to you what went wrong this time. I could find explanations and excuses but I just want to be honest with you, I think that is only fair towards you as our regular guest and platinum member – the service you received during this stay is far from what we want to do and not acceptable. I am so sorry!
I hope that we can welcome you back again in the future, do let me know once you have dates in mind, I would love to meet up with you in person over a coffee or beer.
And from the Radisson Rewards:
Hi REMOVED, our social media is not monitored 24/7 so I’m sorry for the delayed reply. Having reviewed your issues during your stay at the Radisson Blu Hotel, Berlin, I’d like to offer you 100,000 points on your Radisson Rewards account to apologize for any inconvenience caused. We value your loyalty and hope this goodwill gesture restores your faith in our brand. Please let me know if you would like to avail of these points and I will award them to your account. Thanks ~ REMOVED
It seems that the hotel had quite a few issues and was likely severely understaffed. There is no excuse for not having enough employees on payroll, however.
We don’t often have examples how Radisson Rewards customer service handles customer resolution cases. Good that the reader had a positive outcome in his case.