Radisson/Carlson Hotels – I’ll Sell You a Clue 1

It’s been 10 days since I told you all about my experience with Radisson and the goldpoints plus program.  My hope was that I would be contacted by someone at Radisson or goldpoints plus.  They would explain to me that all of this was a misunderstanding.  They would tell me that I was right, and the language they use on their website is deceptive.  They would be making the proper changes so that this would not happen to anyone else.  I thought they might also want to keep someone who could give them 100 nights plus business this year.

I hoped to tell you some of those things.  I can’t tell you very much at all.  Radisson and Carlson hotels don’t get it.  They don’t get customer service, and they don’t understand the power of all of us, the customers.  There are many hotel choices, and customer service goes a long way in differentiating one chain from another.

I did receive a couple of tweets from someone at countryinns, a Carlson brand.  It seemed hopeful that Carlson just maybe might be paying attention.  All the communications did were to make me more angry and disappointed.  There was a glimmer of hope that Caroline at goldpoints plus would contact me.  It didn’t happen.

Caroline….I am sure you are very busy handling the mounds of complaints from other travelers.

Here are the tweets:

 

 

 

 

 

The best thing about this episode is that another chain has shown me what service is all about.  I mentioned my past good experiences with Hyatt in the past.  I received a comment on my blog thanking me for my business.  Incredible.

Here’s the comment:

Grand Hyatt March 16, 2010 at 8:37 am

Mr. Senne,

Thank you for being such a loyal Hyatt guest, we appereciate and value your business and look forward to welcoming you back anytime you are in Atlanta.
Grainne McClain
Grand Hyatt Buckhead

Thank you Grainne.  I will be back at Hyatt.  Radisson, you might think about recruiting someone like Grainne McClain, it certainly couldn’t hurt.

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