Fantastic idea Professor. This gets to the heart of 21st century service--the ability of a traveler to make specific contact with a knowledgeable associate at a given location to arrange specific requests.
Not a new idea (in the good old days folks knew who you were on sight and anticipated your needs based on past stays.) but a new twist given the Internet and social media.
I hope this can be implemented soon across the board.
I've suggested something similar in a previous post but I don't believe Marriott will be publishing an e-mail on each hotel's site any time soon. There are several reasons, but perhaps the biggest is to avoid hoteliers from getting "auto-bot spam."
I have had 99% success calling ahead for the GM's e-mail or the Sales Manager's e-mail to negotiate rates for long-term stays. Oftentimes the rates cannot be booked online, so by having an e-mail to send my stay requests works great.
Interesting point on the background of ringing phones, professor. I have heard via Marriott At Your Service (AYS) associates that the first rule is never put the customer on hold. Wouldn't it be nice if that were the case. And AYS is normally a function of the front desk management at a full service hotel, but not the hotel's management staff itself. Generally, AYS personnel are fairly new and invariably young--not that that precludes being helpful!
In times past managers even hotel GM's would from time to time pick up the AYS incoming calls during peak periods and answer questions or solve problems. Not anymore apparently due to time constratints and other issues.
Can't we put renewed customer service back into service in a hotel? Not that hard and the suggestions in this thread are not that hard to do. Here's hoping it happens soon.
Going to revive an old post here.
Yesterday (or was it the day before), I received a pleasant email from the Concierge at Marriott's Village D'Ile de France. It went like this:
Dear Mrs Pluto77
************ Pour Francais, S'il vous plaît faites défiler ************
We are delighted that you are soon visiting Marriott’s Village D'Ile de France. Our entire team of associates is here to ensure that you have a memorable vacation experience during your visit.
It is very important for us to have your arrival time to better prepare your arrival. Please reply to this email with your estimated arrival time to the resort.
Please note that the check in time is at 16:00 (4 p.m.). While we certainly will do our utmost to have an apartment ready should you arrive early, we are unfortunately unable to guarantee any early check in. As the preparation process of the villas is lengthy, most townhouses will not be available prior to the official check in time. In the meantime we would be more than happy to store your luggage and personal belongings so you may enjoy the public resort facilities. This also applies to your departure date when the official check out time is 10:00. We kindly ask that you take these times into consideration when planning your arrival and departure day.
Do not hesitate to contact me should you need further information.
How cool is this? I'm not sure if I got this because it's an MVCI or what, but I thought it was very welcoming and reassuring. Great customer service.
I will say however that I contacted Marriott Customer Service and asked for the email address for the Venice Airport Courtyard. They gave me the address, but it has been a week since I sent an email to the Venice Courtyard, and I have yet to receive a response.
Maybe I will put my email text through translation software and try again.
But one thing I have asked for repeatedly is that we have the concierge or front desk contact (especially abroad) before we leave. So that way if they don't contact us we can contact them. And if travel arrangements from the US go wrong, we can let them know without difficult long distance phone calls.
PS - I just don't understand what would be hard about having a contact info at the bottom of every reservation.
I don't either. Most boutique hotels abroad send preliminary emails or have an email contact on your reservation confirmation. It's extremely helpful! I put my email to Venice Airport Courtyard through google translate (I know, not the best) and resent it and still have not heard back from them.
It's not the end of the world. Still...