See, I can be nice too...

[wendyzski]

I see from Bank By Phone that you were able to reverse that last outstanding fee for the unauthorized charge on my account.

I wanted to thank you so much for following through on this. As I mentioned to you, I had been through 4 visits to my local banking center at 6009 N. Broadway and 3 phone calls to One Card Dispute resolution before I came to you, and I was terribly frustrated.

I have worked in customer service before, and I am well aware that you only seem to hear from customers when they have a complaint, so I wanted to make sure that was not true in this case. You were extremely courteous and helpful.

Please show this to your supervisor, so that they can be sure you get the recognition you deserve.
I wish you a happy holiday season.

As opposed to the polite nasty-gram I sent to the national corporate office of Wyndham:
Last weekend, I stayed at the newly-acquired Wyhdham O'Hare in Rosemont, Illinois, in room 321.

Upon checkin, I called housekeeping to notify them that a pair of dirty sock had been left in the room. These were not shoved in the closet or anything - they were in the middle of the floor next to the TV. Not the most satisfactory of first impressions.

Then I noticed the broken floor lamp. It listed at a 25 degree angle, and upon examination, it was extremely loose and hazardous. I again called the front desk to report this. The lamp was removed about 2 hours later, but no replacement was ever brought. So we spent a rather dark weekend.

Then upon video checkout on Sunday, we made sure to set the part of the room due under my name to $0.00, and checkout with the full amount of $153.68 to my roommate, Mrs. Janet Caires-Lesgold. However, it appears that when we checked in separately, the front desk staff entered MY card under HER name and vice-versa.

As a result, the charge was put on my card, which caused me overlimit fees which will now take weeks to sort out. To his credit, Reynaldo in AP at this location says that he has issued a credit to my account. (That part took 3 days and over a dozen phone calls from Mrs. Caires-Lesgold and myself.) Who knows how long THAT will take to go through.

This was the first time that this hotel had hosted Windycon, and I have to say that my impressions were not good at all. I have stayed in Wyndham hotels before, particularly your Itasca IL location, and have always associated the name with a higher quality of service than this.

I hope that you share this belief in higher standards, and hope that you will use this information to improve the standards of this newly acquired location.

This is the letter that got me a free night at the hotel with breakfast.

Piss me off and you WILL pay, but I can be benevolent too.

Comments

Good For You!

[irpooh.livejournal.com]

I have spent over 1/2 my life in some customer service profession or another, 100% of my employed life ... and of course I rarely heard when I got anything right! But boy howdy, did I hear when I got it wrong - even when I was bending if not breaking company rules to get it right. IF you can find out who the supervisor is you might send them a copy of the letter just to shake them up a little more at Bank By Phone to make sure the employee gets the credit they deserve. Wanna get some more attention from Wyndham? A copy of your letter to corporate HQ should get you more than just one free night. BUT in any case - good for you for sending some praise to the Bank person.