SPG 컨시어지 무능해졌나 보네요 (SNA 관련)

다음주 가족여행으로 방 예약하면서, SPG Suite Night Award 적용이 웹상으로 안되길래, 간밤에 SNA Champion으로 이메일을 보냈었습니다.

예전에도 비슷한 문제를 종종 겪었는데, 그때마다 SNA Champion에 연락해서 쉽게 해결 가능했었거든요.

 

아침에 일어나서 이메일 답장 온거 확인 해 보니...  요즘 SPG 컨시어지가 많이 무능해졌나 봅니다. -_-;;;

 

많이들 아시는 SPG Champion처럼 콜 센터 일반 직원들이 해결 못 하는걸 해결 할 수 있는 권한이 있는 책임자들이였는데.

지금은 왜 그런지 문제점 조차 파악할 수 없는정도로 무능해 졌나 보내요.

 

매리어트에 인수당하면서 능력 좋은 분들 많이들 빠져나간거 알고 있지만.. 이건 좀 너무하다 싶을정도로 나빠진거 같습니다.

 

아래는 오늘 새벽에 온 답신 내용입니다. 제가 하일라잇 해 놓은 부분 보시고, 어떻게 변화 된건지 느껴보세요 ㅎㅎㅎ

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Dear Mr. Lee,

Thank you for your email. I hope you are looking forward to your upcoming stay.

I must inform you that Suite Night Awards can only be requested either through the website or by calling one of our Centers. We cannot override the system to manually issue these upgrade awards. I am following up with the relevant team to find out why you cannot make the request online, and I will contact you back as soon as I have any information.

In the meantime, I would like to assure you that even in the event that a Suite Night Award cannot be added, your usual Platinum upgrade would still apply at the time of your arrival.

Have a wonderful day, Mr. Lee.

Best Regards,
 
 
Valerie *******
Suite Night Award Champion
Starwood Preferred Guest

 

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참고로 예전에 받은 답신 이메일 보여드리면 이랬었더랬죠..;;

 

Dear ******* Lee,

 

Thank you for letting me know there was an issue.

 

I have gone ahead and made the request for you.  Sometimes the online system can be a bit touchy, you can always reach out to SPG and they can assist you by adding the SNA's to your reservation for you.

 

Have a wonderful holiday in September.

 

Best Regards,

 

 

Pamela *******

SNA Champion and Program Services Team Lead

Starwood Hotels & Resorts Worldwide

 

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Dear ******* Lee,

 

Thank you for your email concerning your Suite Night Awards.  I am happy to help you with this.

 

The reason you were not able to add the SNA's was because all of the rooms were on one confirmation.  I have had to split the reservations into three separate ones and the additional two confirmation numbers are ********* and *********.  The first one remains the same.  

 

I have gone ahead and made the SNA request on each of the confirmation's for you.

 

I apologize for the miscommunication during your discussion with the reservations team.

 

I hope you and your family have a nice time together.

 

Have a great day.

 

 

 

Best Regards,

 

 

Pamela *********

SNA Champion and Program Services Team Lead

Starwood Hotels & Resorts Worldwide