File: D:/hMailServer/Data/sarahharvey.com/bob/7B/{7BDE055E-3E7E-4E72-802D-72C246F41CB8}.eml
From: "robert home" <bob@sarahharvey.com>
To: "'Bassi, Gianluca'" <gianluca.bassi@ihg.com>
Bcc: <sue@sarahharvey.com>
References: <DM5PR07MB28581EFD9E110B78CF68BEE28D510@DM5PR07MB2858.namprd07.prod.outlook.com>
In-Reply-To: <DM5PR07MB28581EFD9E110B78CF68BEE28D510@DM5PR07MB2858.namprd07.prod.outlook.com>
Subject: RE: Crowne Plaza London Kensington
Date: Wed, 8 Nov 2017 13:16:06 -0000
Message-ID: <09fc01d35893$bd426c00$37c74400$@sarahharvey.com>
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Thank you for your email.
As I stated at reception:
The complimentary drink vouchers were sent after we had left for our
meeting and event so they were pretty useless to us at 12pm on our return
when we actually read your letter.
To be honest it does not cut with me. FREE drinks will not hide the
substandard activities and facilities of your hotel.
As previously mentioned to your management team.
My wife had originally booked a room for the Adele concert which was
cancelled in June. That day was transferred to last Sunday night which due
to a family problem we wanted to cancel again and move to another night.
Yes you cancelled it but only on the proviso that we had a more expensive
room. I do not like being blackmailed and will be letting your IHG senior
management know this. There were other rooms available. We have other
events that we would be coming back to this year so you could have moved
it for us.
Greed comes to mind. Thanks Crowne Plaza for your understanding!!!!!
So in essence you charged us for a room that we did not want.
We have been coming back to this hotel for over 10 years and although only
frequent it a couple of times a year and are probably not as important as
other guests. We are still a IHG member and deserve to be treated with
some respect.
Let's talk about the hotel itself:
The reception check- in was extremely cold and the staff member lacked
serious customer service skills. No complimentary drink. Usually received
for certain members. Obviously not this time. No explanation of the hotel,
the level room, or any other facilities, including the mini bar or even
buying drinks in the restaurant. Just to remind you that you had taken
money from our card earlier that day without asking us?
The room itself was clean but the stairs are dangerous and an accident is
waiting to happen. I have serious knee problems and I nearly fell several
times. The stairs should also have a gate at the top for safety especially
if children are there.
The mini bar would not open and I was unaware that I had to leave my card
details with the front desk as I had not been told this One of your staff
came into our room while we were upstairs. How rude!
There are no waters in the room. Every IHG I have stayed in this year has
at least one complimentary water.
The shower pressure was inconsistent and very poor.
No draws for your clothes.
Bed extremely hard and poor quality along with pillows and bed linen. For
the price charged I would expect a much higher standard!
The level room:
Lack of stock.
Poor quality nibbles.
Terrible customer service from the girl in there who gave the impression
she wanted to be somewhere else.
Definitely not worth the extra money!
Breakfast:
If things couldn't get worse!
Cold food, Cold tea, Cold coffee
Soggy toast.
Poor quality food.
We did not eat all ours but it was by far the worst breakfast I've ever
been provided with.
Check out was the only positive. A nice staff member on reception.
In conclusion considering price. The worst hotel I have visited for a long
time.
We will not be returning and I will be forwarding this email to your head
office and Trip advisor.
There are a lot better hotels in the area. Take a lesson from the
Docklands Crowne plaza on how to treat customers!
Regards
Bob Home
Sarah Harvey Limited
Sarah Harvey House
37 Chandos Street
Leamington Spa
Warwickshire
CV32 4RL
Tel: +44(0) 1926 450545
Fax: +44(0) 1926 450658
Mobile: +44 (0)7887726814
email: bob@sarahharvey.com <mailto:bob@sarahharvey.com>
From: Bassi, Gianluca [mailto:gianluca.bassi@ihg.com]
Sent: 07 November 2017 19:26
To: bob@sarahharvey.com
Subject: Crowne Plaza London Kensington
Dear Mr Home,
Please allow me an opportunity to introduce myself, my name is Gianluca
Bassi and I am the Guest Relations Manager at the Crowne Plaza London
Kensington, my colleagues at the reception have informed me about the
inconveniences that you had with your room. We sent to your room yesterday
an apologise letter with 4 complimentary welcome drink vouchers that you
didn't receive during your check-in, while we couldn't resolve any of the
issues that you had with your room as we were not aware of those until
this morning unfortunately. I'm terrible sorry about it.
I also would like to thank you once again to be part of IHG as a Club
Member.
Thank you once again for taking the time to share your experience and we
look forward to welcoming you back with us soon.
Yours sincerely,
Gianluca Bassi
GUEST RELATIONS MANAGER
E: <mailto:ginaluca.bassi@ihg.com> ginaluca.bassi@ihg.com T: +44 (0) 871
942 9022 F: +44 (0) 207 373 0559
W: <http://www.cplondonkensingtonhotel.co.uk/>
http://www.cplondonkensingtonhotel.co.uk/
Crowne Plaza London Kensington,
100 Cromwell Road, London, SW7 4ER
<https://twitter.com/CPKensington>
<https://www.facebook.com/CrownePlazaKensington>
<http://www.tripadvisor.co.uk/Hotel_Review-g186338-d195198-Reviews-Crowne_
Plaza_London_Kensington-London_England.html>
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-GB link=3Dblue =
vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Thank you for your =
email.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>As I stated =
at reception:<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>The complimentary drink vouchers =
were sent after we had left for our meeting and event so they were =
pretty useless to us at 12pm on our return when we actually read your =
letter.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>To be honest it does not cut with =
me. FREE drinks will not hide the substandard activities and facilities =
of your hotel.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>As previously mentioned to your =
management team.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>My wife had =
originally booked a room for the Adele concert which was cancelled in =
June. That day was transferred to last Sunday night which due to a =
family problem we wanted to cancel again and move to another =
night.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Yes you cancelled it but only on =
the proviso that we had a more expensive room. I do not like being =
blackmailed and will be letting your IHG senior management know =
this. There were other rooms available. We have other events that we =
would be coming back to this year so you could have moved it for =
us.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Greed comes to mind. <b>Thanks =
Crowne Plaza for your understanding!!!!!<o:p></o:p></b></span></p><p =
class=3DMsoNormal><b><span style=3D'mso-fareast-language:EN-US'>So in =
essence you charged us for a room that we did not want. =
<o:p></o:p></span></b></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>We have been coming back to this =
hotel for over 10 years and although only frequent it a couple of times =
a year and are probably not as important as other guests. We are still a =
IHG member and deserve to be treated with some =
respect.<o:p></o:p></span></p><p class=3DMsoNormal><b><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></b></p><p =
class=3DMsoNormal><b><span =
style=3D'mso-fareast-language:EN-US'>Let’s talk about the hotel =
itself:<o:p></o:p></span></b></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>The reception check- in was =
extremely cold and the staff member lacked serious customer =
service skills. No complimentary drink. Usually received for certain =
members. Obviously not this time. No explanation of the hotel, the level =
room, or any other facilities, including the mini bar or even buying =
drinks in the restaurant. Just to remind you that you had taken money =
from our card earlier that day without asking =
us?<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>The room =
itself was clean but the stairs are dangerous and an accident is waiting =
to happen. I have serious knee problems and I nearly fell several times. =
The stairs should also have a gate at the top for safety especially if =
children are there.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>The mini bar would not open and I =
was unaware that I had to leave my card details with the front desk as I =
had not been told this One of your staff came into our room while =
we were upstairs. How rude!<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>There are =
no waters in the room. Every IHG I have stayed in this year has at least =
one complimentary water. <o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>The shower =
pressure was inconsistent and very poor.<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>No draws =
for your clothes.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Bed extremely hard and poor quality =
along with pillows and bed linen. <b>For the price charged I would =
expect a much higher standard!</b><o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><b><span style=3D'mso-fareast-language:EN-US'>The =
level room:<o:p></o:p></span></b></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Lack of =
stock.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Poor quality =
nibbles.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Terrible customer service from the =
girl in there who gave the impression she wanted to be somewhere =
else.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Definitely not worth the extra =
money!<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><b><span =
style=3D'mso-fareast-language:EN-US'>Breakfast:<o:p></o:p></span></b></p>=
<p class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>If =
things couldn’t get worse!<o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>Cold food, =
Cold tea, Cold coffee<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Soggy =
toast.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Poor quality =
food.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>We did not eat all ours but it was =
by far the worst breakfast I’ve ever been provided =
with.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>Check out =
was the only positive. A nice staff member on =
reception.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>In =
conclusion considering price. The worst hotel I have visited for a long =
time.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-US'>We will =
<b>not</b> be returning and I will be forwarding this email to your head =
office and Trip advisor.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>There are a lot better hotels in =
the area. Take a lesson from the Docklands Crowne plaza on how to treat =
customers!<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'>Regards<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><div><p =
class=3DMsoNormal> <o:p></o:p></p><p class=3DMsoNormal>Bob =
Home<o:p></o:p></p><p class=3DMsoNormal>Sarah Harvey Limited<br>Sarah =
Harvey House <br>37 Chandos Street<br>Leamington =
Spa<br>Warwickshire<br>CV32 4RL<br> <br>Tel: +44(0) 1926 =
450545<br>Fax: +44(0) 1926 450658<br>Mobile: +44 =
(0)7887726814<br> <br>email: <a =
href=3D"mailto:bob@sarahharvey.com">bob@sarahharvey.com</a><o:p></o:p></p=
></div><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-US'><o:p> </o:p></span></p><div><di=
v style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm =
0cm 0cm'><p class=3DMsoNormal><b><span =
lang=3DEN-US>From:</span></b><span lang=3DEN-US> Bassi, Gianluca =
[mailto:gianluca.bassi@ihg.com] <br><b>Sent:</b> 07 November 2017 =
19:26<br><b>To:</b> bob@sarahharvey.com<br><b>Subject:</b> Crowne Plaza =
London Kensington<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><div =
id=3Ddivtagdefaultwrapper><div><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'>Dear Mr Home, =
<o:p></o:p></span></p><div><div><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'><o:p> </o:p></span></p></div>=
<div><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'>Please allow me an =
opportunity to introduce myself, my name is Gianluca Bassi and I am =
the Guest Relations Manager at =
the Crowne Plaza London Kensington, my coll=
eagues at the reception have informed me about the =
inconveniences that you had with your room. We sent to your room =
yesterday an apologise letter with 4 complimentary welcome drink =
vouchers that you didn't receive during your check-in, while we couldn't =
resolve any of the issues that you had with your room as we were not =
aware of those until this morning unfortunately. I'm terrible sorry =
about it.<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'><o:p> </o:p></span></p></div>=
<div><p class=3DMsoNormal><span style=3D'font-size:12.0pt;color:black'>I =
also would like to thank you once again to be part of IHG as =
a Club Member.<o:p></o:p></span></p></div><div><div><p =
class=3DMsoNormal><span style=3D'font-size:12.0pt;color:black'><br>Thank =
you once again for taking the time to share your experience and we look =
forward to welcoming you back with us soon.<br><br>Yours =
sincerely,<o:p></o:p></span></p></div></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.0pt;color:black'><o:p> </o:p></span></p></div>=
<div><p class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'><o:p> </o:p></span></p></div>=
</div></div><p><span =
style=3D'font-size:12.0pt;color:black'><o:p> </o:p></span></p><div =
id=3DSignature><div id=3Ddivtagdefaultwrapper><table =
class=3DMsoNormalTable border=3D1 cellspacing=3D0 cellpadding=3D0 =
style=3D'border-collapse:collapse;border:none'><tr><td width=3D186 =
valign=3Dbottom style=3D'width:139.5pt;border:none;padding:0cm 0cm 7.5pt =
0cm'><p class=3DMsoNormal><b>Gianluca Bassi</b><br>GUEST RELATIONS =
MANAGER<o:p></o:p></p></td><td width=3D224 valign=3Dbottom =
style=3D'width:168.0pt;border:none;padding:0cm 0cm 7.5pt 0cm'><p =
class=3DMsoNormal><br> <o:p></o:p></p></td></tr></table><div><p =
class=3DMsoNormal><span =
style=3D'font-size:12.0pt;color:black'> <o:p></o:p></span></p></div>=
<div><div><div style=3D'margin-top:11.25pt'><div =
style=3D'margin-top:11.25pt'><p class=3DMsoNormal><b><span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>E:=
<a href=3D"mailto:ginaluca.bassi@ihg.com"><span =
style=3D'font-weight:normal'>ginaluca.bassi@ihg.com</span></a></span></b>=
<span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>&n=
bsp;<b>T:</b> +44 (0) 871 942 9022 <b>F: </b>+44 (0) 207 =
373 0559</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#222222'><=
o:p></o:p></span></p></div></div><div style=3D'margin-top:11.25pt'><p =
class=3DMsoNormal><b><span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>W<=
/span></b><span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>:&=
nbsp;</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#222222'><=
a href=3D"http://www.cplondonkensingtonhotel.co.uk/" =
target=3D"_blank"><span =
style=3D'color:#1155CC'>http://www.cplondonkensingtonhotel.co.uk/</span><=
/a></span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#888888'><=
o:p></o:p></span></p></div><div style=3D'margin-top:11.25pt'><p =
class=3DMsoNormal><span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>Cr=
owne Plaza London Kensington,</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#888888'><=
o:p></o:p></span></p></div><div style=3D'margin-top:11.25pt'><p =
class=3DMsoNormal><span =
style=3D'font-size:8.5pt;font-family:"Arial",sans-serif;color:#746661'>10=
0 Cromwell Road, London, SW7 4ER</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#888888'><=
o:p></o:p></span></p></div><div style=3D'margin-top:11.25pt'><p =
class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#222222'><=
a href=3D"https://twitter.com/CPKensington" target=3D"_blank"><span =
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