So you think that social media doesn’t work when you travel? Think again. Social media is a powerful tool to communicate directly to hotel and receive relatively speedy responses.
Here’s my personal experience with the W Hotel/Starwood and their social media folks.
Back in October, the FTH and I traveled to the East Coast to visit family. Our first leg was New York City. We booked a room at the W Hotel on Lexington. As soon as we started to check-in, we had problems with this hotel. Namely, front-line service and attitude.
I tweeted directly to @starwoodbuzz about our situation. The images below show the public tweets that went back and forth. I DM’d Starwood about:
- Unmoving door people
- When you see people struggling with luggage and a revolving door, I assume the natural thing for doorpeople to do is to help with the luggage OR the door
- Unfriendly front desk person helping us check-in
- One of the biggest pet peeves of mine is when someone who is in hospitality does NOT greet you first.
- Housekeeping calling out in loud voices down the hall at 9AM
- Granted, it’s 9AM; I should’ve already been up. But… I’m on vacation.
- Same front desk person (how luck are we?) who again did not greet FTH when my hotel key was demagnetized and we wanted to get it fixed
- An additional hotel staffer interrupted this transaction and started a conversation with the person who was helping us
- What, you don’t believe in manners?
Starwood immediately DM’d me (twice) to address my situation. We had plans so we took off and figured they’d catch up to us. … and they did. Ashley, the Director of Welcome, at the W called and left a message on our room phone. We kept missing each other. By the time we actually connected over the phone, I had moved on to the second leg of our trip – Philly.
My tweets to StarwoodBuzz
Once on the phone, I explained what had happened and that I wanted to see this “ticket” through. Ashley said she understood and was very cordial. (This is what good customer service is!) Even though I told her that I honestly wasn’t planning on ever staying at another W Hotel, she offered us 10,000 points to our SPG account. I don’t know what that amounts to, but it was still a nice gesture from a hotel staffer.
What do you think? Do you think Starwood/W Hotel did the right amount of guest service? Too much? Too little?
Sure, the front-line staff shouldn’t have treated us like we didn’t matter in the first place. That’s something they’ll have to deal with offline. ONLINE, however, I thought Starwood/W did a fine job responding and handling our problems. They were quick to respond and to act.
Overall – good job, @StarwoodBuzz.