Though many who know me would say I’m very vocal and outspoken, especially when I am displeased, the truth is that I actually feel very awkward and unsettled when it actually comes to confrontation. Nothing makes me feel more squirmish or red-faced than trying to express dissatisfaction and anger with someone. And with a voice like mine, I rarely come off as sounding commanding and aggressive; I usually end up sounding far more mild and girlish than intended. I stayed at the W Hotel in Midtown Atlanta the last several days, and I didn’t really feel like it was up to the same standard as the Ws I have seen and stayed at before. So instead of asking to speak with the manager after I checked out yesterday, I went home last night and wrote the GM an e-mail complaint.
I received a cookie-cutter response to my feedback e-mail and felt pretty pissed this morning, so I sent another e-mail to this non-response and told them that it was ridiculous that they would send me what sounded like an auto-reply that had absolutely no thought, nor any offer of compensation, when I am an SPG member paying a pretty penny for my stay and future stays. So then I got a really apologetic response, plus an offer for bonus points, plus an offer to be handled completely by the GM from the point of my next booking to my departure.
Sometimes, it’s really worth it to suck up my red face and complain.