February 6, 2005
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Vent-Writ
To: Local Hotel From: Me Dear Sir/Madam Manager:
The fact that I have been moved to register a complaint with you surprises me, given that I have in the past been consistently pleased with the [Hotel]'s service, both when I’ve encouraged out-of-town family and friends to stay with you, and when I’ve used your services for conferences and lodgings in my professional capacity.
However, this weekend I was very disappointed. I had heard from friends that you offered monthly swim passes to local families, and thought I would take the opportunity for my two daughters (7 and 4). I called ahead and was given the basic information by your front desk (rather curtly, I should say, but at least the hastily delivered spiel seemed clear). After I completed the call, one of my eldest’s friends called to arrange a playdate. Because my eldest had herself previously been the guest of a family using their swim pass at your hotel, I thought nothing of inviting the other child to come with us.
When I arrived with the three children, the front desk employee was engaged with some paperwork and initially didn’t acknowledge me either by eye contact or words of welcome. I was a little taken aback. When I explained I had come for a swim pass, the employee turned her back to get the form and emitted what can only be described as an audible sigh of irritation. I was, frankly, astounded, and was almost moved to suggest that much though the employee might find it onerous, an additional $50/month for the infrequent use of a pool which the hotel has to maintain in any case seemed to me rather good return for the few moments it would take to complete the transaction.
In giving the names for the form, I stated that I had two children and a guest child. I was firmly told that because I had no legal authority over the guest child, I could not take that child into the pool. I said there was a precedent in that my own child had once been a guest swimmer. Your employee stated that had that fact been known at the time, my child would have been denied swimming privileges. I asked whether a phone call to my guest’s parents would help. I was told it would not. I then said I did not wish to finalize my application at that point, and turned away. Your employee proceeded to engage the other clients, and I was pleased to note that at least those individuals were treated cordially.
The conclusions from this experience are obvious, but I’m going to take your time by stating them anyway. First and foremost, if your hotel is going to provide swim passes, then swim pass guests should be treated with the same basic courtesy as any client. Secondly, your front desk staff should be reminded that a harassed jeans-clad mother with three children in tow should, despite her appearance and the added irritant of the unpredictable kids, be treated as if she might have the power to influence your bottom line in other ways (as a community member, a magnet for out-of-town guests, or possibly a business client during the working week).
Third and most relevant to this situation: because children are often accompanied by non-blood-relative friends, it seems to me, in practice, very difficult to exclude them from your pool, regardless of whatever actual past experience or fears of liability might have underwritten your current policy. Some guest children will come in completely innocently, as my daughter did with her friends. Some will come because the pass holder will just simply lie about the relationship. And of course it is quite conceivable that your actual traveler guests will be accompanied by an unrelated child – presumably it would be exceedingly awkward to exclude those children from your pool. So your policy does not appear to me to be grounded in reality. Far more realistic, it seems to me, is a modification requiring written permission from a guest child’s parents, or a signed statement from the pass holder dissolving the hotel of responsibility should any mishap occur to a member of the pass holder’s party, and/or an additional fee (perhaps substantive, to discourage use) for non-family guests.
However, if you feel you simply must maintain your current policy, please do at least add to your standard opening spiel, particularly when it’s given over the phone, the information that a family pass only covers actual family members.
As a businesswoman and a manager of employees myself, I know that perfection is impossible to achieve, that policies need frequent revision in the face of practical facts, and that even the best employees have bad days. I am writing this more because of my astonishment at a lapse in what has previously been impeccable service rather than a threat that the lapse will completely change my impression of your establishment.
Sincerely & etc.
Comments (13)
Excellently put.
I rarely make official complaints, but this really sounds (because you know I hear your words in my head, don't you?) like something I would produce.
In solidarity, I will not be staying there when I come to visit.
No, I don't know when the hell that will be....
I usually give people a month or so of warning, though!
That's an awesome and hopefully effective letter. I know you got my attention. I hardly ever complain, and the last few times I felt compelled to got no reponse whatsoever. I have a feeling you'll get a response. Happy swimming.
This is what happens when businesses are run in fear of lawsuits.
Those front desk jobs at hotels don't pay very well, they are long hours, and often under-staffed. Hence, they often don't get good people. You just saw it here.
i've written a few such letters in the past, usually because it makes me feel a little less trampled on just to put it into words, not because i really expect the receipient to care. when it works, though, it feels fantastic.
I also frequently write letters of praise/complaint... the results vary from no response to gift certificates to promises of additional "field training" for the person(s) named in my letter. I find that going straight to the top of the whatever businesses' echelon will invariably garner some sort of response as they usually have underlings whose primary job is handling such letters.
'very interested to see what sort of response your excellently written letter will receive.
You are good!
Awesome! I always mean to write those complaint-letters, but I usually forget or am too lazy. Let us know if there is an outcome.
Good for you! I hope that clerk gets a good lickin'!
so ...... I'll be interested in seeing what sort of response you get (if any). The letter seems very well written. Much better than I would have been able to do.
I always think letters like this will be well received because they are intelligent, state exactly what happened, and are also peppered with compliments. A truly intelligent woman knows how to bitch with style, doesn't she?
Hmmm... This just might be more effective than the alternative of simply having a family-pee in their pool.
If I knew which hotel you're speaking of, I'd be tempted to write them a letter of praise, detailing my delight upon seeing the "non-family" riff-raff tossed out on it's ear after attempting to gain access to the pool. You know, just to throw a little bit more of a twist into their turmoil.
I LOVED the dragon!
Nothing sets me off quicker than the hauty store clerk. Your well written letter will probably yield better results than my emotionally rampant one which would boil down to the a recommendation on how the owner might use the pool, the clerk, and future motel business as a hemorroidal treatment.
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