HotelChatter

They call me the velvet steamroller as I never get snippy or raise my voice - I just get it done, whatever the task might be. By the end of my experience with this hotel I felt like a complete shrew. My office manager booked a corporate retreat with this hotel. The concierge desk, as well as the entire hotel, is staffed with inexperienced employees.

Here area couple examples to illustrate my issues. First, I had to follow up with W Honolulu on the following issues: in room massages (scheduled for 2pm when check-in is at 3pm, and the concierge refused to grant a one hour early check in. This mistake was due to both my Office Manager, who made the massage appointments, and the Concierge, not noticing the conflict in times. When the massage/check in timing conflict was addressed with the concierge, no attempt was made to accommodate us. The concierge made the mistake of assuming that my Office Manager was my boss (wrong) and dealt with me on a VERY informal level – letting me in on the fact that W Honolulu only had three maids for the entire hotel.

The true deal breaker here is that this hotel's reservation's system is not linked with the Sheraton corporate system, however they claimed that the link was down. In any case I had to have someone PHYSICALLLY go to the hotel to clean up the reservations.

I travel a great deal and I expect some inefficiency on the hotel staff's part - especially in a large hotel. This however was out of control. NOTHING went right. And they only have 47 rooms! The absolute low point is when the concierge made fun of the way I said "cash." This was after he argued with me on how to bill those dang massages - I said just put them on the rooms (all rooms were being paid for by the company). He got snippy and said "so you are making your people pay for their own massages?" I said no, we are paying for everything so just put it on the room. Around and around we went until he finally said he was going to put ALL the massages on the room of the credit card holder. Whatever. Then he starts referring to my "boss" the Office Manager. By this time I have had it with his attitude - for goodness sake he and the Office Manager started all the drama with the massage booking time snafu. Then he makes fun of the way I say cash. Buh-bye W Honolulu, and good riddance.