I used to travel for business. I worked for a travel agency, so travel was part of the job. Then I worked for a music company, again I traveled, although not so much. For over 16 years I traveled off and on for work. Hotels tend to work contracts with companies for business travel and for groups (known to the rest of us as conferences, conventions or meetings). Some of the places I stayed in were no frills, some were quite luxurious and some were just plain fun. But I was working, not there for vacation or pleasure. As long as I could sleep, make it to meetings on time and save the company money I did not care really.
Last year for the first time in over 16 years I booked a hotel room for pleasure. You see I was attending a convention of Anime, Manga and Gaming industries and fans. It's quite large - perhaps you have heard of it - Anime Central AKA Acen the 5th largest anime con in the US. Last year it boasted 13,900 attendees.
So remembering how nice the Hyatt Regency was during the Dr Who cons years ago, I booked a room in January for the Con in May. When I arrived I was asked by the Hyatt staff if I minded staying at the Doubletree - they would pay for me. I thought about it. then said ok. I could use the extra cash at the con I decided. I had 2 teenage girls staying wth me, one was my daughter another from her anime club - originally I had booked assuming 3 or 4 but the others could not stay over, which turned out to be a good thing.
The Doubletree is across the street from the Hyatt I asked if it was a nice place and I got a yes. We crossed the street to register, only to find we could not enter the lobby. Cops, fire engines etc are there. I do not know what the story was but not a good first impression. So I got in line register, needless to say there was a longish line. I finally got to the desk, handed the desk the paperwork from the Hyatt, and was asked for a credit card to secure the room. I tell her no. She has to ask her boss it is ok but the fridge will remain locked (Good I thought, that way I wouldn't get extra charges from the girls getting a coke out.) We headed up to the room.
Sigh, Well it had 2 beds, a funny smell and an iron I guess that is all I need really. The tub is small, the shower so so. The handle came off the sink faucet. It was a dive by business traveler standards. All I can say is it had an iron and I slept ok. NOT what I was looking forward to as a weekend getaway.
Now to this day I do not know why I was moved across the street, so this year when I go to book for the con and I see what I want from the Hyatt is not available, I decide not to risk it and instead make a res at the Sofitel. You know the one with the tag line Hospitality with a French accent. ALL OVER the site is the statement that to lock in that rate they will charge your card 15 days prior to the booking. So I make the res in February, receive confirmation e-mails I have made it with the check in times, etc and again the notice they will charge my card 15 days before the date.
21 day before the con our travel arrangements change slightly so I called to see if I can check in early on the first day. I was transferred to reservations where I was placed on hold - for a long time. I left a voice mail when prompted and was assured I would be called back within a half hour. No call - but it was late my time and i had time before the con so I was not worried.
We hit 15 business days before the con, my card has not been charged - perhaps they meant 15 calender days? I called again, again transferred to res. again leave a message, again no call back. I tried when I had time, and the days ticked away. Now it was 15 day before the check in. Still no charge to my card no charge attempted according to my bank (so it wasn't refused). Again I left a message, then I called the customer service number they mention 1-800-sofitel. I get a recording telling me they are moving their res and CS offices to Paris and that their hours are MON - FRI 8:00am (I think) to 6:00pm Paris time. - Hmm that would be what... GMT is hours ahead of where I am and Paris is either GMT or one over so 5 or 6 hours ahead.
Finally I spoke got a call back and a message left to speak to the local hotel res desk. That is what I had been TRYING to do. Finally 5 days before the con I spoke to Julie. She was a great representative, we worked out the issue quickly. There had been a typo on the expiration date when I entered the number. She got it settled, the room set and Voila I had a place, it would cost me 50.00 more to check in early, I said that was fine.
What a difference! Yes the room was still no frills, but the staff was wonderful. I slept like a log and enjoyed the weekend immensely.
Now, both of these companies have a serious issue and that is lack of communication. Hyatt waited until I showed to bump me. They sent me to a substandard hotel and basically affected my mood for the ENTIRE convention thus ensuring perhaps not only would I NEVER stay at Doubletree again, but that I might never book with Hyatt nor even attend this conference again. One e-mail or phone call would have alleviated the entire situation. The Sofitel on the other hand fixed the problem once I got to the right person. But again, they did not communicate in any way that the reservation made well in advance was not set. It would behoove both of these companies to pay attention to reservations made THAT far in advance. Neither were in the Convention room block, so they had no idea why I booked well over 6 months in advance.
Last both companies would do well to remember that leisure travelers that attend fun conventions frequently have business associates. Yes, that is right. From now on I am advising all of my business associates to not use the Doubletree at O'Hare. I am advising them if they MUST use any Sofitel to speak to the Res Desk at the hotel or ensure their agency has verified and reverified the reservation especially if it is for a group res and to above all else AVOID CALLING THEIR SO CALLED CUSTOMER SERVICE.
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