Meaningless emails - help or hindrance

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Recently, I had a stay booked at a hotel and like many chain hotels, I received an email (from the general manager) thanking me for my loyalty and offering assistance. The last line read, and I quote, "if there is anything you need at all during your visit, please don't hesitate to reach out to me personally".

As this stay was for my daughters formal, I thought to myself, "you know what, there is. an earlier check in than 3pm will help with them getting ready", so I rang the GM on the number provided and got a receptionist. I said I'd like to talk to the GM and the reply was "Oh that's just a generic email and the GM doesn't usually take the calls". Fine, so why lie about it? As it turned out, I did request early check in, which was not granted (and yes I do realise that early check in is not guaranteed).

So the debate is, do these rubbish emails actually work with people, or do they simply get you annoyed? Why say cough like "reach out to me personally" (the exact words), when they have no intention of taking the calls?
 
Agree mostly. I find at Hilton properties I'm inclined to make use of this service only if one of the leadership group offers it personally (usually they approach in the lounge during evening drinks). I stay regularly at the Doubletree Jakarta and they do actually fulfil this promise of personalised service, even quite happy for me to email in advance of stays with requests/shopping advice etc.
 
It works at a few SPG properties we stay at one.But usually the email is from the concierge team.
At our favourite SPG hotel every new hotel GM gives us his/her direct email address.That works.
 
It works at a few SPG properties we stay at one.But usually the email is from the concierge team.
At our favourite SPG hotel every new hotel GM gives us his/her direct email address.That works.
I had both a Marriott room and Hilton booked. Neither gave early check in, but Marriott gave glasses of sparkling wine on check-in! Admittedly, Hilton did give a great room upgrade, but it's not really the benefit I was bemused with, it was the email suggesting I contact them GM directly, when the GM doesn't take those calls. Why lie about it? Why not simply say "contact one of our friendly team members" rather than making it out like the GM is going to give you personal assistance?
 
Yep. I once posted a negative review on a Hilton and the response was the GM would be in contact to discuss. Never. Happened.
 
This also usually applies to the post stay emails too. Only once have I had follow up, where I complained about the room and the GM did respond directly.
 
I stayed in a Hampton in Newcastle in UK last year and wrote quite a comprehensive email to the GM afterwards about a number of issues and to be fair I got an email back addressing all of the issues (not to my complete satisfaction but he did attempt to address them) I responded to his initial email and again he emailed me so I was very impressed (and he gave me 30,000 points to shut me up) :)
 
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There are several instances within communiques for the company I work for where feedback/suggestions/etc are always welcomed, "door is always open" etc. And they are, right up to the point where someone has to do something.

It's a common form of virtue signalling.
 
I've always considered these generic emails - particularly in advance - to be fluff and not worth the time. To that end, I agree they are annoying.

I've had very little direct interaction with GMs despite my many, many stays. at hotels - including those I stay at regularly. At these I find regular staff be it front desk, exec lounge, restaurant etc get me everything I need and more.

If I've seen a GM give their email address I will sometimes use it in advance of a stay. A couple have been really good and responded, offered me deals, then been clear they are handing me over to an assistant or the front desk to make arrangements. No BS. I reckon email is a better way to go, if you have time.
 
I was overcharged two stays in a row at an Intercontinental, so I emailed and pretty sure I spoke with the GM subsequently.
Got it sorted and looked after me the next visit.

But agree, the before and after emails are waste of space.

Assumed that my status level caused the contact...
 
People actually read those emails? :D

It's like IHG with their welcome letters. Handy piece of paper to scribble on.

I'd much rather receive a hand written note in the room welcoming me back, or this time of year a Christmas card in the mail (although admittedly I've only ever received that from back in the day when I stayed in a lot of country motels regularly and they'd know you as soon as you called or walked in the door).
 
Those sort of emails are a fail for the person who wants to use them. If you want instant contact with a hotel manager social media works well I've found when the front desk is too busy to help.
 
Those sort of emails are a fail for the person who wants to use them. If you want instant contact with a hotel manager social media works well I've found when the front desk is too busy to help.
As a private message, or something public that gets action because they don't want to look bad?
 
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