In follow-up to my post from last week, two members of the Staybridge staff contacted me on Wednesday of this week. Their replies are posted below. Also, a disclaimer: I never asked for anything to be done in recompense for the situation – I just wanted it fixed.
Please accept my apology for the delay in responding to your email. I have received it through IHG Guest relations and was not aware of it until this morning. I have copied the email to go over with the executive housekeeper. While we have been challenged with very large sports groups, staying one week or longer, it is no excuse for poor service. I was not aware that the complimentary room was not a direct benefit to you. In lieu of the issues you encountered I will add 10,000 priority club points to your account. The description of your stay, by no means, represents the type of service we strive to present to all guests. Thank you for taking the time to let me know. If I may be of any further service please do not hesitate to contact me directly my cell phone number is 317-640-2708.
Gary W Miller
And from the other manager (quoted as sent, including any typos):
I was reading over your comments in regards to your recent stay with us. I want to sincerely apologize for the problems that you encountered. I understand that the company was paying for your stay and that the comp night was not an actual benefit to you. I have included a free night certificate for you to use in the future. While it doesn’t make up for the problems you had, I hope that you and your family can use it for personal use next time you are in the area. I have also upgraded the room type to a one bedroom suite for you. I will be sure to address these items with housekeeping and the front desk, so that the same mistakes doe not incur. Again, please accept my sincerest apologies.
Guest Services Manager
Staybridge Suites Fishers-Indianapolis
317-712-5101 direct dial
317-577-9500 front desk
When I emailed Gary this morning asking why he had not replied to the emails I sent him directly, this was his reply:
That is the correct email address. However, I am having issues with my email account over the last few weeks. I am receiving an exceptional amount of “spam”. It is not unusual for me to have over 150 emails every morning. Yours may have been deleted by mistake. I did however receive your email through IHG Guest Relations. That is what I was responding to. I hope we can be of service to you in the future.
Gary W. Miller
Yeah, I get a lot of “spam”, too – but when the subject line includes not only the reservation, but my Priority Club number, and is addressed directly to you from a corporate address… it sounds like a weak response.
Regardless, at least there was some form of reply to the situation – not what I would have expected, but I suppose it’ll do.