An interesting stay at Swiss Hotel over weekend.
Booked a double double Swiss Prestige Marina bay room. I am a lowly gold member, a status achieved by way of about 12 nights in Sofitel/Pulmans - the relevance of this will become apparent later.
On arrival the room was configured with an extra roll away bed for reasons that were never explained. In addition the air conditioning was non functional with a temperature showing around 25 degrees. These frustrations combined made the lack of status recognition more noticeable - you don’t get much for gold but normally a letter and a bar of chocolate is provided.
I requested a visit from maintenance and the removal of the extra bed as I left for dinner. On my return nearly 3 hours later the room was unchanged. Annoyed I went to reception and requested a room change, which was delivered albeit to a king room - so now I do need a rollaway bed!
On our final day I decide to try to get some small benefit from the lowly gold status and request late checkout. The concierge offers 2pm which is only small increase on standard 12pm. When I request 4pm I get a counter offer! Join ALL explorer for SGP299 and get platinum status, access to lounge until 5pm and 4pm checkout. Since I understand that platinum status is not a normal benefit of joining Explorer (30 bonus nights does not get me anywhere near) this is an extremely attractive proposition to me so I accept. After making payment the app updates to show the new explorer benefits and bonus 30 nights, but - no status upgrade. I pushed back and concierge indicated she would need to contact head office. After some time she indicates that no status upgrade is available and apologises. My reading is she assumed I already had 30 nights already due to my gold status r the bonus nights would push me to platinum. Clearly she didn’t understand this level can be achieved by spend as well as nights. When told that it was only the promise of platinum status that enticed me to agree she is unable to offer a solution beyond a refund.
Any advice on whether I should attempt to push this further with Accor? I was promised a benefit in exchange for subscribing by their head concierge. Whilst the promise was in error it was in good faith and taken so. If so - where should I direct my complaint as the hotel is clearly unable to help.
Many thanks for any advice.
Booked a double double Swiss Prestige Marina bay room. I am a lowly gold member, a status achieved by way of about 12 nights in Sofitel/Pulmans - the relevance of this will become apparent later.
On arrival the room was configured with an extra roll away bed for reasons that were never explained. In addition the air conditioning was non functional with a temperature showing around 25 degrees. These frustrations combined made the lack of status recognition more noticeable - you don’t get much for gold but normally a letter and a bar of chocolate is provided.
I requested a visit from maintenance and the removal of the extra bed as I left for dinner. On my return nearly 3 hours later the room was unchanged. Annoyed I went to reception and requested a room change, which was delivered albeit to a king room - so now I do need a rollaway bed!
On our final day I decide to try to get some small benefit from the lowly gold status and request late checkout. The concierge offers 2pm which is only small increase on standard 12pm. When I request 4pm I get a counter offer! Join ALL explorer for SGP299 and get platinum status, access to lounge until 5pm and 4pm checkout. Since I understand that platinum status is not a normal benefit of joining Explorer (30 bonus nights does not get me anywhere near) this is an extremely attractive proposition to me so I accept. After making payment the app updates to show the new explorer benefits and bonus 30 nights, but - no status upgrade. I pushed back and concierge indicated she would need to contact head office. After some time she indicates that no status upgrade is available and apologises. My reading is she assumed I already had 30 nights already due to my gold status r the bonus nights would push me to platinum. Clearly she didn’t understand this level can be achieved by spend as well as nights. When told that it was only the promise of platinum status that enticed me to agree she is unable to offer a solution beyond a refund.
Any advice on whether I should attempt to push this further with Accor? I was promised a benefit in exchange for subscribing by their head concierge. Whilst the promise was in error it was in good faith and taken so. If so - where should I direct my complaint as the hotel is clearly unable to help.
Many thanks for any advice.
