I am writing to tell you about a problem I had recently with some of the amenities at your hotel. I am frustrated and annoyed. I sincerely hope you are able to address this. My complaint concerns the Fairmont Hotels and Resorts facility at Kansas City, MO.
My wife and I stayed at the Country Club Plaza location for an anniversary weekend (March 15th-16th 2002, FOLIO #sssssss). Just a few of the problems started with some missing amenities: no bathrobes and no shampoo in the bathroom. We called the Housekeeping Department regarding this and it took nearly an hour to fulfill this very minor request for something which should had already been in the room upon check-in.
Also, when we checked in and used the valet service, it took nearly an hour for our luggage to arrive in our room. The bellman apologized, which I appreciated. He also mentioned that there is no excuse for luggage to be delivered as late as it did.
Finally, we had ordered up for room service on Saturday morning for breakfast. There were a number of condiments which were missing from the tray. Again, we had made a phonecall to remedy the situation and it was another long response time.
These may seem like minor inconveniences. However, for a hotel chain which prides itself on extraordinary executive service and high attention to detail, I would hardly call this stay a success overall.
Perhaps it would help if you had a little information about me. I just recently was a guest at the Country Club Plaza location within the last six months. And, when I stayed there, I spent nearly $250.00.
After this experience, I don't know whether I'd be willing to stay with you in the future, and I don't know whether I could recommend you to others.
Thanks very much for your time and attention. I would greatly appreciate a prompt response.