WMH Customer Service

[VacationForever]

We are back at WMH this week, checked into a 2BR unit although there are just 2 of us.
- Assigned room was not ready at 4pm. Brought stuff up to the room and the room was still being cleaned by 3 housekeeping staff. Reported back to front desk who gave us a credit to be spent at the resort. Nice.
- Room was ready about 30 min later. Small room had distinct smell of previous guest(s) who smoked heavily in the room. Large room was sprayed with a fragrance, maybe to hide the smoke. Reported back to front desk about smoky small room even though we were not using it as we did not want to be blamed for it when we check out next week.
- Housekeeping staff "broke" into the room without knocking who went "Oops, I did not know someone is here." His visit was to replace a broken glass. Another housekeeping staff knocked on the door to report that she was here to fumigate the small room.
- Husband called front desk and was put on hold for 8 min, was told "please hold for a short while." He hang up and called back to complain about the terminal hold and the housekeeping staff incident. Front desk staff increased the credit given to the room!!!
- Came back from dinner and someone knocked on the door with a bottle of wine and an apology note from our favorite front desk staff.

We were not expecting to be given a credit or the wine for the issues. We just wanted a pleasant check-in and stay. But they certainly worked hard to try to correct the issues which were caused by the weakest link, i.e., the housekeeping staff. I told my husband to not complain loudly anymore as I am now totally embarrassed by the credit given to our account and the wine.

 

[clsmit]

It's OK to complain to get the service you expect (and pay for). That the company chooses to provide you benefits to thank you for alerting them to issues is their choice, and like any other gift you accepted them gracefully. It sounds like you made reasonable complaints and they appreciated them.

WMH gave us a really nice snack basket when we stayed there as our first 5*. I really do like that property.

 

[SDKath]

One of our fridges defrosted when we stayed there last year and we lost all of our food. They gave us a $500 gift card to let us shop again. I totlally forgot about this but your post reminded me!

Katherine

 

[VacationForever]

Another housekeeping, actually "engineering" story today. We stepped into the room after a surprisingly good lunch at the casino (Aqua Caliente) and heard water sound coming from washing machine area at the deluxe bedroom unit. We had declined housekeeping service yesterday and she offered to move it to today (Thu). We said ok. Our first thought was whether the housekeeping service was using the washing machine while we were away... wierd! We checked and nothing was running but found water gushing out from the wall which had an old peeled-off paint spot. Looks like a repeat of an old issue. Floor and carpet were all wet by now.

We were heading to the phone to report the issue when it rang and the good old housekeeper asked if we wanted service today and we said no but we were investigating water gushing sound in the other room. She sent engineering up right away. Engineering showed up and said it was from broken piping and thanked us profusedly for reporting the problem. Told us that we should move to a different unit but we declined as we were not using the deluxe unit. He indicated that our unit would smell from drying of the wet carpet from the other room. We declined again indicating that we could just shut our door and they could work on the other unit. No problem at all. He came back 10 min later and said "Sorry for the inconvenience and we are crediting your account with $XXX." Maybe a few more issues over the next few days and our stay would be paid for!