Hotel Misrepresents What Happened
I travel quite a lot every year and the vast majority of my experiences are positive ones. I would say excessively positive. Every once in awhile something happens that needs to be rectified, but again it generally always is. I’m not someone who asks for points or compensation often, because I like to resolve any issues during my stay and move on.
One thing I have never had happen though is for a hotel to misrepresent and mischaracterize something that happened. Well it has never happened until I met the Ritz Carlton Millenia Singapore. While I won’t share the full details at this time (I will later), I arrived with a hotel reservation from Citi ThankYou/Connexions booked through Expedia using ThankYou points.
This booking was a rate much lower than their normal rate, however it was honored for many people and my booking appeared confirmed. In the end I wasn’t able to get a resolution with Citi or the hotel and ended up having to go to the Grand Hyatt Singapore. I promise to release the full details later, but that should be enough to give you the basics for this post.
Trying For A Resolution
Anyway, as part of the process of trying to get this resolved, my family wasn’t exactly treated nicely by some of the managers in our opinion. Eventually I did get to speak to the Hotel Manager, although the General Manager refused to ever acknowledge me either in person or later via email.
To fast forward, just before I left some 3 1/2 hours after arriving and after all but being shown the door, (to their credit the Ritz did provide us complimentary transport to the Hyatt) the Hotel Manager said he would send me a detailed version of the hotel’s account of what happened. I told him that I welcomed it and we both agreed to be 100% truthful in documenting this. Then, the next day that account came and it was full of inaccuracies and misrepresentations in my opinion.
Discrepancies In Their Story
I want to be clear that I am not saying he lied or did anything intentionally, but that what he wrote didn’t match what I experienced. Specifically there were 8 different points which I believe were inaccurate. Thinking this was a mistake, I emailed him along with the General Manager back with the 6 points I was able to provide direct evidence for. The other two were a matter of opinion.
Awhile later I received an email stating the General Manager would not respond to me saying, “These emails appear more to be of an official claim and accusation. If so, we have a legal team that represents us and they will take over the case if any legal actions are taken.” The emails he is referring to are the ones containing the 6 points along with the evidence provided. I had connection issues and it resulted in me having to send a few emails with the info.
Note I always told them I would pursue this with Marriott/Ritz and even told them I would write about it, but I never threatened to sue them. I honestly felt this email was threatening to me, but am not sure how to take it. But let’s give them the benefit of the doubt since I will concede it is not a direct threat in any way.
The Situation Left Me Perplexed
All of that aside, the Ritz Carlton Millenia Singapore is a super high end luxury five star property in one of the finest luxury hotel cities on the planet. I simply didn’t expect first for this to happen, second for their representation of what happened to be inaccurate and third for the General Manager not to even acknowledge me in any form whatsoever.
Keep in mind the situation with the reservation is a complicated one where the blame doesn’t rest solely on the hotel (for the record they don’t feel they have any blame or responsibility), but the way we were treated and more specifically how they decided to try to document this blows me away.
I have simply never encountered anything like this and so I ask all of you. Has this ever happened to you and how did you pursue it? The thing is I have been trying to enjoy my time with my family while traveling and haven’t wanted to get wrapped up in drama, but this is also something that shouldn’t be dropped and the hotel should be accountable for how they treat people and for the initial situation to some extent.
So now the trolls are chomping at their keyboards waiting to post comments telling me how terrible I am for a million reasons, but the truth is I have no problem releasing the full version of events and my responses when the time is right, but at this point I need to find a resolution. The Ritz Carlton Millenia Singapore and its General Manager should really be ashamed.
The Situation Is Still Unresolved
The GM’s name is on LinkedIn meaning with a quick Google search I could have emailed him directly from the beginning, but I chose to go through his chain of command in an effort to respect his time. Apparently that was a mistake since he feels I am not worthy of even a simple reply.
I’m not pretending that I’m not pissed about what happened and I’m not pretending that I am not going to be asking for compensation. This hotel did us wrong in many ways, but when I presented the errors I saw in their account and was then told about their lawyers, I knew this is a luxury hotel that one should avoid if there is ever even a potential of a problem. They simply don’t care or at least that is how it seems to me.
Oh and they don’t even participate in the “Bonvoy” loyalty program so why would you want to stay there anyway?!? 🙂