It came highly recommended to me from a friend, who is a travel guru. (Incidentally, if you’re looking for good luxury travel recos, I’ve come to realize most good experiences I hear about and later “try for myself” seem to be a fluke or flat-out mistake.)
So I decided to have go there. Long story short, from arrival until I left was a huge disappointment. To add insult to injury, the bill was horrendous. Which, I’d have cared less about had I NOT had the experience I was ahhem, blessed with.
At any rate, I took the time to write a lengthy letter to the general manager of the facility.
The letter drew a response from the GM within a day or so. I was initially impressed.
But, days, weeks and MONTHS later, nothing. Not one word.
Meanwhile, I’ve given the place a significant amount of bad press within the groups I facilitate and those in which I participate. And several of those people I shared the news with hold large, thousand+ gatherings a few times each year and have in the past or would in the future consider the place. No longer.
So, last week, I found my fax, the reply of the GM and sent them back with a huge stamp in the middle: SECOND FAX.
In today’s mail arrived a little gold box with a personal letter from the GM. A certificate for a two night stay. All inclusive.
There are a lot of ways to handle this kind of complaint. How do you resolve complaints in your office?