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Portofino Hotel in Redondo Complaint - Service or failure of

Review by rwang71@hotmail.com on 2003-09-02
REDONDO BEACH, CALIFORNIA -- On Saturday, August 30, my best friend was getting married and was recommended to stay at your institution for the wedding night. The groom wanted to make the night extra special and had asked me to make special arrangements with the hotel to have flowers and scented candles lit when they arrived at the hotel. As best man, I made my call to the hotel and asked for the flowers and scented candles. So far, no problems. Later in the day, the hotel called and informed me that the tulips requested were out of season, I informed them that roses were fine. When it was time for the wedding party to leave for the hotel, I called ahead to make sure that all arrangements were made. In the ten minutes of travel from the reception to the hotel, I was not able to reach anyone who could let me know the status of my request. When the wedding party arrived, there was only flowers and no candles of any kind. The groom was highly put off which meant that I was not very happy. I complained to the manager at the time, D'lyn, and was told that the room would be discounted and was given a pair of breakfast voucers. Also, she asked if there was anything else that I wanted. I said if the flowers could be compped to show good faith, and was told that although that she did not know the details that it would be a big problem. At this point, I thought that this was why people go to high class hotels--the service is great and when they fail, they would go above and beyond to make up for it.

SADLY, REALITY HIT ON TUESDAY. I received a call from D'lyn informing me that the discount and vouchers (which the newlyweds didn't even use--they are in bed in the morning) is more than what the management at the hotel thought was fair. She gave me the name of the general manager, Glen Bishop. I called him and informed him that had I been told that the discount was the only thing that could be done, then although I would still have been upset, that would be the end of it. Instead, I was strung along and made to believe that the flowers could also be comped with little problems. He said that he would look into it and called me back a few minutes later and re-affirmed that this fine hotel has no intention of going above and beyond. Also, I was told that lit candles in an unoccupied room was against policy.
In summation, I could have gotten the same shabby service and runaround at the local MOTEL 6. OH, THE ONLY DIFFERENCE WOULD BE MY LACK OF FRUSTRATION, DISAPPOINTMENT, AND $60 EXTRA DOLLARS. I WOULD NEVER RECOMMEND YOU AS A HIGH CLASS HOTEL NOR DO I THINK OF YOU AS SUCH.
Comments:2 Replies - Latest reply on 2004-03-24
Posted by Anonymous on 2003-09-08:
I understand that a wedding is a big deal but they got a discount on their stay and breakfast vouchers all because some candles were not lit. Perhaps the hotel did not want to leave lit candles in an unattended area. I assume the groom did not expect hotel staff to be in his room when he arrived with his new bride. Did you really think they would just lite the candles and leave?
Posted by kachalk on 2004-03-24:
And this is why you should continue staying in small places instead of high-class hotels, because you don't know the first thing about how hotels run. You actually thought that the staff would light candles in an unoccupied room? Surely you realize the fire hazard involved. And because it wasn't done, you expected, at least by your tone, a large refund. I find it funny that people can be so angry at one point, and then as soon as cash is in their hands, all is fine. When I take my car to have it repaired, I don't want someone to hand me $100 and send me on my way. I want my car fixed. It's not always about compensation. It's about how you are treated. And you're still a moron...

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