Thank you very much. I will pass along your communication recommendation to our Front Office team. We certainly appreciate the valuable feedback you have offered us.

Please feel free to post our response on your blog.

Regards,
Robert


Hello,

Thanks so very much for responding. My family and I would love to try staying again at the Westin once renovations are done. I did not see the banner at all... but having read your letter and asking my husband, he says that he did see it, so I am sorry to have missed it. I did see renovations being done the other end of the hall of the floor I was on but I guess it would have been marvellous to have had the person checking me in, point the banner out to me and perhaps indicate to me that there might be issues in my room or within the hotel itself. I have many fond memories of the Westin years past so I look forward to seeing her re-furbished. I attended a prom there around and about 25 years ago and a wedding about 20 years ago so it should be great to seem some of her majesty return or be re-born anew.

Would you like me to post your response on my blog so others know that it was addressed?


Subject: RE: My stay in the Westin this past weekend

Hello,

Please allow me to introduce myself, my name is Robert MacNeill and I am the Manager of Six Sigma and Brand Standards at the Westin Nova Scotian. I am responding on behalf of Guido Kerpel who is currently unavailable. Firstly, please accept my apology for not responding to you earlier.

Thank you very much for taking the time to provide valuable feedback on your experience during your stay at our hotel this past weekend. We certainly appreciate all feedback, both positive and negative, that our guests provide in order to praise our associates and also continuously improve. I would also like to apologize to you and your family that your stay was not to your expectations. The phrase “this is how is should feel” is a Westin saying that basically tells our guests that we want you to leave our hotel more refreshed then when you arrived. I want you to know that we are certainly working toward this overall experience as we are in the midst of an $8 million complete room renovation which I would have thought one of our associates would have informed you about when you discussed your room challenges with them. We also have a large banner titled “Rebirth of a Classic” which is located beside the front desk where you took the picture of the mirror to go along with a renovation letter located at the front desk.

In response to your mechanical failings, our hotel is a 78 year grand dame built as one of the original railway hotels in Canada and along with this does come some physical limitations. I have followed up with our Engineering department to address the issues you mentioned to see where we can improve.

Your communication challenge is one that certainly surprised me and I apologize for this. We certainly strive for perfection and I cannot be sure of the complete situation but I do know that we had a very busy weekend with the AGM you attended and your adjustment appears to have fallen through the cracks. Again, I will follow up with that department to ensure future requests are immediately addressed. I am pleased to see that it was rectified in the end though.

Without delving too deep into our financial details, I do apologize that you feel the additional charges are unnecessary. We do offer complimentary internet access in our Business Center as well as free internet access with your laptop in our lobby area which our associates promote when asked.

I hope I have appropriately addressed your concerns with our hotel. Our room renovation will be complete in May and I would like to invite you back to our hotel for a complimentary night stay so we can show you how it really should feel! I hope you will provide us with this opportunity to show you our improvements and if you choose to return please contact me directly so I can ensure a great stay for you and your family.

Sincerest regards,
Robert


Hello

I stayed at your hotel this past weekend and have just blogged about it on my blog including some pictures and
wanted to make sure to share it directly with the hotel as well.

I would appreciate hearing back from you with regards to my experience.

Here is the link:

http://whereiscustomerservice.blogspot.com/