Update as of end of April 2010: After a long time going back and forth and escalating this to the general manager for Radisson Group Ireland, the Radisson and I came finally came to a satisfactory resolution on this matter. Many lessons were learned by all sides.
Update: Staff members of the Radisson Blu chain are swarming around this blog post, one has even left a fake comment about his love for the Radisson Blu Dublin
I’ve been back and forth with the Radisson Blu Galway for over a week about the crap service they gave for the Blog Awards. Below is a list I sent the hotel of what I have subsequently been told were “minor issues”. I unfortunately trusted others that I would be guaranteed good service from the hotel, instead I got the worst service of any hotel I’ve done business with in 6 years of running various events. All these complaints have been forwarded to the GM of the Radisson Blu Group but I have yet to hear anything from them either. So much for good quality hotels in Ireland. The amount of additional stress added on to myself and others on the night of the Awards because of the below was uncalled for and should not have happened. This is what you don’t want for a conference or an event.
Lack of delivery of contract and prices until a few weeks before the date.
Despite choosing the hotel and going over details for the event, it was just weeks before the event that a contract arrived.
Staff wanted Twitter messages deleted
When I rang to clarify some issues, the main number for the hotel rang out. I noted this on Twitter. Later a staff member rang me back and answered some of my questions then said my tweets made them look bad and appreciated if I deleted them. When I said no I got a smart “well that’s your prerogative”. Further explanation from me that I’m not in the business of deleting tweets got the same “your prerogative” reply.
We checked into the hotel, with a distinct lack of “hello and welcome”. A handover between two staff members for the event was amateur and the most up to date details and contract couldn’t be found. One of the Blog Award volunteers was assigned two rooms instead of one so had to correct that. I got asked at the handover what media coverage I would get for the hotel, does this post help? 🙂
The power sockets blew in my room on late Friday night leaving phones and laptop dead on Saturday morning.
Tried to ring down dozens of times over the space of two hours to complain about power sockets. All numbers were engaged almost all day. Resorted to charging phone in someone else’s room. Walked to reception and it was swamped with people, could not find a staff member to complain to. Eventually had someone in housekeeping get an electrician. Electrician came to room and fixed sockets, they blew again later that evening.
Blog Awards Function
Function room was set up for 250 not 300, despite the handover on Friday making this very clear. I had to correct this with the staff who seemed unimpressed with my telling them. Staff were unpleasant to me and others.
Lights blew in VIP section of the function when lights tested by staff, had to be replaced by an electrician.
Unsafe wooden steps for the stage put up, yet had previously been promised proper steps in runthrough earlier in March. No proper steps were put up.
The stage was dirty with rubblish left there from previous event and rubbish was not cleared by staff.
Curtains at left of the stage had very large and obvious stains on them.
Complained to John W on checkout about power in rooms. No record of any issues was sent down by electrician or housekeeping. Rooms was comped over power issue. Supposedly. Banqueting manager not around to discuss other issues or deal with payment.
Chatted to Karen J on the phone about list of issues, outlined bedrooms were comped by John W. Outlined all the other issues I had. Told Karen J I would be paying
Invoice for event arrived and I was charged for supposedly comped rooms
Without permission, hotel took 1000 euros off my credit card.
Data Protection Breach
Hotel has sent a survey to numerous Blog Award attendees despite them ticking box asking for no contact. Hotel has added many Blog Awards guests to their mailing list despite people opting out on check-in cards.
April 6th, 7th
Issues raised with Radisson Blu Group Manager – waiting for response…
Hotel writes me a letter, comping my room. Again. Pointing out issues were minor. Offering me a voucher to stay in hotel.