estana
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Oct 19, 2016 5:27 PM
estana
108979
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ffilm
Having traveled quite a bit for my job, and seen how some customers get treated at "good" hotels, I am 100% with Deanna on this.
VigorousButtstuff
Ever notice how every business on Twitter does that "DM us so we can help you" bullshit, but never responds?
tiomela
took my husband and I four years to take our honeymoon - drove to San Diego from Vancouver Island. Best damn trip ever. Glad we waited
estana
They're planning on one in March. We are all excited for them! :)
Midlands1234
The lack of customer service these days is upsetting. Businesses just expect your money and no complaints.
IsThisUsernameRelevant
We went camping on our honeymoon. No hotel problems.
estana
That's awesome. I don't think they're the type to do camping maybe glamping?
whiskeyonarock
She looks like this girl a dude in my old crew married at a music festival. If I'm right she's not above camping on a wedding night.
Aranyszin
Shameful. And of course, their Twitter account is now "protected" so the general public can't see the shitstorm.
dontneednoaccount
Places i will never visit: W Hotels. Wherever that is.
UndercoverAustralian
Remember to write this on Trip Advisor OP. Nothing makes a Hotel GM jump higher!
mrhobbybob
Ah thats fucked up but better a fucked up wedding night with the love of your life then a lively night with someone fucked up.
DeannaZane
True :)
playthatrecordbackwards
Even though you don't know me somehow I feel like this is a dig at me
IsThisUsernameRelevant
If you feel like a post is about you, it probably is.
estana
True true but did they really have to shit on them though?
motogovroom
So crazy, I'm friends with the brother of the groom from Atlanta! Sucks that happens to the newly married couple though...
estana
Oh hi! They had a great wedding!
EmpatheticRock
Don't you ever speak ill of a QuickTrip hotdog
CasualPleb
Quiktrip hot dogs are the best hot dogs
estana
They're good. Just not what you want or expect on a fancy occasion.
EmpatheticRock
I said good day!
tcgl
Ugh. How infuriating!! Well, maybe this is "pre-disastering" their real honeymoon and THAT will go off without a hitch. Here's hoping.
DeannaZane
Awe thank you!! That is very kind and I like your thinking :)
YutteHermsgervordenbrotborda
Congrats on the whole marriage thing, though <3 You two make an adorable couple
coleyoley32
Nothing more than a tag team of two obnoxiously entitled little brats airing first world problems via social media to validate the tweetrant
mnmachine
Is it me or do the bride and groom look like bobbleheads?
estana
they actually own one that were caricatures modeled after them!
DeannaZane
Lol yes. I'm a little terrified of being pregnant in case the kids take after our large headedness :p
Amyloulala
lottahullabaloo
Photographer screwed me on my wedding. I cry when I see other people's beautiful wedding photos. I feel bad for anyone who deals with jerks.
DeannaZane
I'm sorry :(. Maybe you guys could do a cute anniversary shot. I know it will never replace the ones from the actual day, but could be nice
lottahullabaloo
Sweet idea. Photographer friends of mine who saw our photos were horrified and offered free sessions. There are good people too :-)
Showmeyourotters
As someone who works the front desk at a hotel, I'm so sorry to anyone who has to go through this kind of thing, honeymoon or not :( 1/?
Showmeyourotters
It's shitty 100% of the time, and anytime I've had to break this kind of news to people I always feel like shit. It's the one thing I 1/?
Showmeyourotters
Wish management would deal with differently even if it's just calling in advance. Or y'know actually taking proper steps to prevent 3/?
Showmeyourotters
Overbooking would be nice too. 4/4
CassidyConway
Working at a W and other hotels, I genuinely feel sorry when this happens. It's called walking a guest, and the worst thing to explain.
TheOneTrueGosh
I used to tell people exactly why we had to walk them and management was always quick to hush me up. Don't tell then the truth, basically.
CassidyConway
Yeah, management doesn't want their guests to realize that they're basically planning to have poor front desk agents kick people out.
SoupFace
I am Starwood revenue manager. Thanks for walking the guests we over book... never have to talk to the guests.
Aranyszin
BTW - hey, W and all you other snooty, self-important hotels. You can't walk a "guest." If you don't let them stay, they aren't a guest.
Aranyszin
What you are ACTUALLY doing is not honoring a reservation. It is a broken covenant, and should (imho) be illegal or at the very least
Aranyszin
actionable as a breach of contract. That would shut the practice down altogether.
DeannaZane
Yeah I let them know I wasn't mad at them, but at the situation. I've been on the receiving end of angry customers & theyre just humans.
Aranyszin
Walking a guest is inexcusable. "Hi, we're too busy to give a crap about your reservation. Go sleep in the street, peasant."
Sleepdeprivedstudent
I work at a hotel, and whenever overbooking happens, we pay for the difference in price for a BETTER hotel. Rarely are guests disappointed.
RedWebster
Same here. Shit, I would do very shameful things for a free room. I'd be psyched.
NurseSlacky
My husband and I couldn't take a honeymoon immediately either. /: But we made up for it a year later. Just sink all this energy into an 1/
NurseSlacky
amazing first year of marriage and maybe try to treat yourself to a big trip (with tons of safety nets!!!) for your anniversary?? So sorry!
estana
They are planning on a honeymoon later next year but this definitely was not a smart or even good move by Starwood Hotels.
azazyel
Yeah we waiting until our 1 year anniversary too. 2 weeks in Hawaii, it was amazing.
31sierra
What's wrong with a Quicktrip hot dog?
DeannaZane
NOTHING. I dream about them. But, if I'm ordering lobster & get a QT hot dog I wouldn't be too happy. Or maybe I would .. they are rill good
31sierra
Hey, you're the bride. Congratulations. Good point on the lobster comparison. I was just defending QT dogs because I enjoy them.
DeannaZane
lol I'm sorry if my reply came off as angry, I didn't mean it that way. We share a common love.
lovelykittah
I am the only one who thinks th pictured couple looks more like they got went to prom than a wedding?
DeannaZane
Lol yes now that I look at it we kinda do
estana
They aged real well. :)
notfunnydanny
LET PEOPLE SLEEL THERE!
spacerocks
To be fair, I've never actually been to a hotel that permitted sleeling.
estana
#sleeling is ????????????
estana
Oh man... they won't let me use fire emojis...
IPoopAfterDrinkingCoffee
Not funny, Danny.
LanceCorporalCarrotIronfoundersson
I poop after drinking coffee too.
sprbwlshuffler
Title made me think the hotel was gonna come back with a snappy remark. Never happened. But still, too bad this happened to them.
PresidentProTempore
The hotel hid its twitter account after this. That was their response.
ultraronbun
Yeah wtf I read the whole dumb thing waiting for the best comeback and nothing.
Gunsling3r
Yea misleading title I was reading expecting the bride to be lying or a total asshole and it never happened :(
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InsanityReborn
My internal reaction every time I see some shit like that: Busting through the front doors all like
InsanityReborn
Like yes, send a goddamn email. THAT'LL BE SOOO USEFUL.
xmaneds
I had forgotten that the exact same thing happened to me at the hotel on my honeymoon. absolute worst customer service of all time.
jtb1313
Only suggestion is to clock in the instant you can
kibbypie
Holiday Inn lost our reservation. Checked in after midnight, had to call Dad, luckily he had the email validation and we got a room.
bizon1829
It's not though. They over book on purpose. Everyone else had a reservation too. Do you expect to kick someone else out? Of course not.
stinkingyeti
We had a similar one, booked a jungle cabin sort of thing, was told there'd be buses to wineries and the like, place got sold a week before
stinkingyeti
and the new owners were told nothing of our honeymoon trip that was booked, our special breakfast package was a kids lunchbox
mallywanders
My honeymoon first 3 nights were at a Marriott, and those went fine, but the next 3 nights were at a BW that put us in a room with a broken
mallywanders
Door (this wasn't in a great neighborhood, and it was clear that something illegal went down. The bottom of the door was kicked and bent in
mallywanders
Enough to stick a finger through outside and the handle and locks were barely attached to the door) and when we asked to be switched they
mallywanders
Made us wait an hour then put us in a room that wasn't supposed to be rented out because they were resurfacing the concrete. Everything was
mallywanders
Covered in dust and we were itchy for days. Got confirmation from a nice construction guy that the hotel had violated the agreement with his
MaximilianColbyJack
Me too sort of! My wife and I booked W Atl for our wedding night, and they told us they had overbooked the room I requested (a nice one too)
MaximilianColbyJack
So instead we got a downgrade for the same price, and instead of a king we got two queens.
DeannaZane
Wow they should have credited your account or something?
estana
That's... awful. You guys paid more for lesser accommodations. Did they credit you in any way?
UraniusCrack
same price? really? that's shitty
estana
Holy Christ. My condolences. Like, they have one job, you know? LET U GUYS SLEEL THERE!
ihaveweirdfetishes
+1 for SLEEL
xmaneds
I guess then that what I wish for you is that over the years, you can forgive and forget. after many years, I'm just over it now.
xmaneds
of course, no one is suggesting that you would ever use "W" hotels ever again in the future, or that you would ever recommend them to anyone
estana
I'll let them know :)
Keramane
I work at a hotel myself (A Super 8, no HM suites) and overbooking does happen. New staff can do it, Expedia and Hotels.com >
Keramane
do it to us ALL THE TIME. It's the second most embarassing thing to happen to us (next to handing keys to an occupied room). >
Keramane
HOWEVER, a good hotel employee WILL find you a place that is as close to their standards as they can.
SoupFace
OP, I know the revenue manager there. The guy who sets the prices and "over sells" hotels. I was a revenue manager for Starwood hotels 1/2
SoupFace
And he is my old boss and still good friend. Let me talk to him, maybe he can make this right before blasting this on the internet for 2/3
catherinecc
Yeah, because "making it right" will change their habitual practice of overbooking. Fuck that noise, sunlight is the best disinfectant.
estana
Please DM her on Twitter. @deannazane
SoupFace
I don't know how to twitter!!
SoupFace
Extremely, extremely common practice in the hotel industry. Chances are your friends booked through a 3rd part and checked in well 3/?
estana
I DM'ed you on imgur and also they booked directly T_T
muddiekins
This stuff right here. This is how @Imgur can be amazing sometimes.
SoupFace
After their wedding was over and never let the hotel know about they're late check in or special wedding night. Hotels get oversold, 2/?
fishwrecker
And now they've set their Twitter page to private, because THAT'S a smart move.
DeannaZane
Really??? Woah
fishwrecker
Yep. Scurrying and hiding rather than owning up to the fact they royally fucked up.
Norsestalgia
It's actually a pretty common(albeit shitty) practice for hotels to intentionally overbook to make sure they stay full. They do it KNOWINGLY
Showmeyourotters
The 1st hotel I worked at would intentionally overbook by the logic that 3 people will always cancel. We weren't allowed to close inventory.
CatLaydy
So do airlines.
RedWebster
Hotel Front Office guy here. We do and the desk people hate it. Literally the worst part of my job by a long shot.
Spiritette
As someone who works at a hotel I agree it is shitty but the logic behind overbooking is that they assume a % of people aren't gonna show up
Norsestalgia
Should fall under the same rules as bait and switch. And how is it decided who keeps a room a hotel overbooks? Wouldn't fly anywhere else.
Showmeyourotters
Usually based on rewards program loyalty, who has reservations for the longest stays, or first come first serve.
olegh
There's no logic here. There is a financial risk and then there's dishonest business practice. Financial risk can be mitigated differently
Norsestalgia
Right. Good for business. Terribly unfair to the people who end up getting screwed over like this. I honestly think it should be illegal.
Spiritette
I agree. Though at the place I work we do ensure that the guest has a place to go for the night that's of equal quality and we pay for the/1
Norsestalgia
No offense, but doing your best to make sure they are taken care of would be not putting them in that unfair situation in the first place
Spiritette
It's company standard, if I had my way this wouldn't be an issue at all.
Spiritette
room and give them a free night stay. Basically we do our best to make sure that they are completely taken care of. The way that this place2
Spiritette
handled the situation is unacceptable and needs to take responsibility.
RedWebster
My company does it all the time. Walking people is the absolute worst part of my job
beartato
Ran into the issue once. I was working on a project with the military and needed to get clearance to work on the project. We had months 1/?
beartato
to plan this out. I was working with a really big named group in the military and had the full backing of some of the largest military 1/?
beartato
contracting companies in the world. Booked at the local Marriott hotel about 11 months in advance and the base commander apparently told 1/?
beartato
the hotel it was important I get a room there. I didn't know it was so important, but whatever. So I get there when I fly in...and.... 1/?
beartato
no room. They overbooked, of course, and I got rerouted to another local hotel...which was also overbooked. They rerouted me to another..1/?
SgtChowdown
The amount of idiots on this thread calling her a drama queen instead of being annoyed that ppl paid for a service they didn't get is lol
DeannaZane
Thank you for standing up for me ! That is very kind :).
SgtChowdown
It's appalling that you two did everything but the hotel couldn't hold up their end
SgtChowdown
They paid for a honeymoon experience at a fancy hotel. Go tell your future crying spouse that they're just being dramatic
SoupFace
You don't pay for a hotel until after you leave. They didn't pay for a service
SgtChowdown
In the US your card has anywhere from 50% to the full cost of the stay locked in on check in. The fact that her MIL had 1/
SgtChowdown
room service champagne and treats "arranged" means HER card was held for the full amount as well. Have you never stayed at a luxury hotel?
SgtChowdown
(note: the full amount of the food, not the full amount of rhe stay. The MIL likely paid for a honeymoon package)
SoupFace
Thanks for your lesson. I have worked for Starwood hotels (they own the W) in their Atlanta corporate office for many years as a revenue
Tyrannotron
While you are likely correct, she still has every right to be pissed that they didn't honor the reservation.
SoupFace
Oh totally agreed. If you see my comments from up above, I offered to help. As I am friends with the revenue manager of the W Atlanta.
Tyrannotron
Fair enough.
chrisjfinlay
I've always paid my hotels in advance, the fuck are you on about?
Ziggypiggyziggypiggy
(Sometimes you pay beforehand if booking from 3rd party, sometimes u give them credit card as deposit and they pay all when u check out)
Ziggypiggyziggypiggy
Sure downvote me for just telling you facts as a person who has stayed in a bunch of hotels. Have fun.
superbmatter
Same thing happened to me. Hotel overbooked during our honeymoon, said they couldn't do anything. Called their headquarters...
superbmatter
And they completely reimbursed our rooms, plus the room we got at another hotel, and a free nights stay at a later date.
Weepingangel33
But where did they put you at? An equivalent quality hotel or a cheap one? I think that is the bigger problem here.
superbmatter
I didn't run to twitter and cry about it. I did what I had to do to rectify the situation.
SgtChowdown
Did you even finish reading to see where they were there for a couple hours trying to get it fixed? Or too busy bragging?
DeannaZane
Well they have yet to correct the situation after calls, emails, DMs, and twitter so I guess you're just a better human than I am lol
itsabouttogetspicy
That's unfair; the hotel you went to did something to make up for the mistake, while the hotel OP went to just left them hanging.
JKrlvgn
Congrats on their marriage, and fuck W Hotels. That's some fucked up shit. Hopefully they get something amazing for being treated like that!
DeannaZane
I posted their email response on my twitter @deannazane (Trying to follow up on this in case anyone was interested)
DeannaZane
Thank you for the congratulations :) it's amazing calling him my husband now!!
IFUCKINGLOVEICELAND
I worked for Starwood. Procedure is to comp stay at both hotels and provide points for future stay in any Starwood hotel.
andrewtater
Ha! My response would be "you are putting me up in a *nicer* hotel, or you are sending someone to wake up the owner right now"
IFUCKINGLOVEICELAND
Worked in Boston We only sent 2 nice hotels even it it was farther away If they returned next day, they were VIP, upgraded + free breakfast
estana
None of this was mentioned. Just the RRI and a "whatdoyouwantustodo" look.
IFUCKINGLOVEICELAND
I'm really sorry. Was a GuestServices Manager. My team would've never allowed this even if no physical rooms left, we'd comp other things!
PsuedoShoop
Yup, my hotels aren't supposed to be tactful when they have to walk, and the stay elsewhere is always covered along with a raincheck.
DJScrambles
Starwood Hotels (owner of W) has flat out the best customer service in the world. It is highly likely they booked through Hotwire 1/2
tcgl
Sure doesn't look like it from this post. A shrug and "you're SOL" is NOT good customer service.
DJScrambles
or a deal site which any amount of research will tell you places at the absolute bottom of the priority list. It is indeed a very shitty
DJScrambles
situation but I have to put some of the blame on the couple for not doing their part to minimize the risk of this situation occurring.
estana
No, they booked directly.
Zardif
maybe the company shouldn't try to sell something it doesn't have? If it can't handle hotwire maybe they shouldn't be selling on hotwire.
NoSleepTilBrooklyn
No. If you book at a hotel, no matter what agent you go through, you have the right to expect the room that you booked.
estana
Booked directly through the W Hotels.
estana
I mean... I hope so. The front desk people didn't even call the GM to remedy this for them. Just told them they're SOL.
thedevil
I wish I'd seen this quicker. I work on the road 8 months of the year and have the highest tier loyalty for pretty much every hotel. In
causality
I can't promise to sell two people the same car without getting sued. Overbooking should be illegal.
Caketarts
I would've done my damn best to make them call a GM. That's bullshit that the hotel did nothing. I hope they have a better honeymoon!
estana
I think they were stunned more than anything. Who expects to get shuttled to Red Roof Inn when you booked a wedding night at W Hotels?
JKrlvgn
Those people should be fired. That's the first thing they should have offered! I know it's not you or me, but that pisses me off so much!!
estana
The worst thing is they called to confirm. They're supposed to offer comparable accommodations. They did not. It is completely infuriating.
mynewestusername
There are many comparable accommodations in the area of the W in Atlanta, too. I don't think the nearest RRI is in a good part of town.
estana
If you're a local, you know that RRI is by the O4W slum stretch.
thedevil
Other words I know how to get to the person with authority to get shit done and they don't want me pissed off. Beyond that I have enough
thedevil
Points that I would have loved to put you guys up somewhere nice for your honeymoon.
Nikkiaz
You!!! Right there. Fucking awesome. This is why I love imgur.
andrewtater
What state was this in?
estana
Atlanta, GA
OtherDay
They replied to the first tweet within 12 minutes. That's quite impressive actually.
RedWebster
That really is. I work at a hotel and 12 days would even be impressive.
Kleas706
Glad to see that they have their priorities straight.
Kleas706
Twitter first Job later
cranialpleasure
Trying to nip it in the bud before it went viral.
hitzchicky
My company has a service level goal for all social media posts of less than 30 mins, I imagine other companies are similar
estana
Is this only for initial contact SLA? What are your escalation SLA times?
hitzchicky
I believe it's for initial contact, but they work on each case at time through to completion.
weedtittiesandkitties
So instead of trying to work with them and DM she continues to tirade?? WTF type of service do you expect when you throw a twitter tantrum?
Queyonce
The service of getting one retweet from @watldowntown.
estana
She DM'd them. She just got that initial response and she told them to email her. Nothing. Nada. No response.
WeylandAve
Places with poor customer satisfaction often have an aggressively responsive social media team to compensate and keep this stuff under wraps
TheStealthHippopotamus
So instead of actually fixing the problem with the hotel she twitter rants?
estana
Wait, how is she going to solve a problem the hotel created? She tried contacting them already and I'm the one who told her if she's 1/2
estana
2/2 getting nowhere to post this up for visibility so they can make it right.
gtmiller
Social media can be used to hold bad service accountable.
NobodyWantsToBeMrPink
Damage control....
ApidaeEveryday
4 minutes actually. Even more impressive... not.
estana
Wasn't impressive that they failed to call their GM at the front desk to remedy this situation for them last night though.
NotWhatYouPlanted
Yeah, "don't air our dirty laundry on the internet for other customers to see" responses tend to be really quick.
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PhysicsAndRomance
They probably have some policies about how this should never happen and it was just the current staff that screwed up so badly. Unlikely 1/2
PhysicsAndRomance
it's some big coverup by the social media guy, more likely he thinks the situation sucks but can't really do anything about it. Oh well.
Dez1013
Probably a bot that sends that canned message
luckyflavor23
Definitely.
estana
Friend works for an automation company and I think he told me they do stuff like this for their Twitter CS.
DeannaZane
Yes impressive but that is their job (and I guess now I understand it is impressive for people to actually do their job lol).
DeannaZane
I'm ecstatic for being married to my best friend. Just frustrated w the experience. My friend brought over wine and cookies so life is good
estana
Athleisure and rosé day ????????????
wideeyedilluminations
They were just trying to put out a fire before it spread by having her dm them
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Echopractic
What is SPG assist?
estana
W Hotels is owned by Starwood Hotels. SPG is their Starwood's Preferred Guest Program and SPGassist is their Twitter for this program.