I am your Platinum Ambassador within your loyalty program, today I chose to stay at your hotel with my fiancee. We just want to have a great weekend in such a special day for us, however, the fact proved my idea a real failure and I have to say that it is the worst experience I ever have had amongst all my stays in the Intercontinental brand hotels.
Several points need to be paid enough attention in future:
(1) Room upgrade and benefit policy: I booked a Duluxe Room and was upgraded to a Club International Room, however, none of benefits at all. I am wondering is it a reasonable upgrade policy to your Ambassador, because the room is exactly same. (Your duty manager told me the TV set is much better than the one in normal Duluxe room, but in fact there were still something wrong with the "advanced" television and through which I can see nothing). If your loyal members pay $150 every year but can only get the "benefit and gift" like this, nobody will do it any longer.
I have stayed serveral IC hotels all over China, such as Chengdu IC, Shanghai IC, even the BeiChen IC in the same city with your hotel, but did not encounter such a bad treatment. Actually, granting the deserved benefits and room upgrade to your loyal members is not a big deal and will not cause any harm to your hotel.
(2) Advanced Room Preparation: When i finished check-in and entered into my room, I can hardly believed that hotel was well-prepared for my coming. There was no flowers, no bottled mineral water, no fresh fruit and even no welcome letter. What's more rediculous, there's only one pair of slippers and one pack of lavatory kit. I tried to call the instant service but was infromed that King bed room only can be prepared single pair of slippers and lavatory kit. I was confused by your room preparation policy or the ridiculous execuse, dose these materials par amount depend on the room type or actual guests number?
(3) Food Safety: the grape delivered by your waitress in the late afternoon was found to be rotten. I can gurantee that the grape is such a dangerous food and had caused the violation of food safety standard China Government proclaimed. I can not accept the way you "welcome" your ambassador guest.
All the points as above really made us sad and disappointed. Since I am also a Platinum Member for Starwood Preferred Guest and they can always provide more attractive benefits and conditions to me, I have to start considering to change a Hotel Chain to stay. But before i do so, I still want to take this opportunity to help your hotel keep improving in future.
At last, I still need to express my appreciation to XXXXX XXXXX- your duty manager. The making-up effort he took changed our bad feeling a little bit.
My name is and my PCR a/c No. is . I am totally infuriated for the messy stuff for my ambassador enrollment.
I enrolled in the ambassador membership upon my arrival at IC HK on . Due to the fact that I am on a long business engagement in china mainland while I don’t want to change the nationality in my profile so that I can earn extra bonus points from my priority club branded credit card, I stressed to the receptionist to ship my ambassador portfolio to my provisional mailing address in china. I remember the receptionist is a young lady with superior sign on her badge. In case she might forget this, I did not only stress this to her, but also wrote down the shipping address, and the word like “please ship the ambassador kit to” prior to the mailing address. You may check the original enrollment form.
A week ago, I got a notification from the concierge for my apartment in Oregon, saying that a mail has been delivered and transferred to my electronic safebox during my leave. I thought it was an important mail, cause I have informed potential shippers as many as I could. Hence I told him to ship the mail directly to me via express delivery ,which cost me a handling fee for electronic safebox for 50usd and another shipping fee for 50usd.When I opened the mail, I found it was just the ambassador portfolio. I got mad with this when I found this, as you probably can imagine.
I claim my utmost angry regarding this receptionist , she promised me that sending portfolio to my Chinese address was not a problem. Then, when someone handled my enrollment form, did he find my comment in bold on the form? I guess so, but no one submitted my request to the ambassador help center. This is small problem from reception desk, however it cost me a lot . I got totally weird when I was told about the mail, and got very anxious about the content before I got the mail. If things go like this, I would have enrolled in the ambassador online , with my special request attached to the enrollment.
I hereby claim for a full refund for my ambassador membership fee, for all these unpleasant things happened to me. You can’t imagine how many telephone calls I have made for this messy stuff to the concierge desk in the US, not to mention the 14-hour time lag which made me to phone them in the mid night for so many times. I have never been feeling treated accordingly as advertised for ambassador membership, a small shipping problem, can you imagine?
I am looking forward a positive solution regarding this.