This week’s Compensation Clinic-comes from a stay at Crowne Plaza Nairobi Airport hotel. Remember that you can email us, send a message via Facebook, or use Twitter to include photos too. We’ll try to cover a Compensation Clinic case here regularly. You...
This week’s Compensation Clinic-comes from a stay at Crowne Plaza Nairobi Airport hotel.
Remember that you can email us, send a message via Facebook, or use Twitter to include photos too. We’ll try to cover a Compensation Clinic case here regularly.
You can access Crowne Plaza Nairobi Airport’s website here.
READ MORE: IHG One Rewards Rate & Bonus Points Offers
What Happened?
I had a 4:40 AM flight from Nairobi Airport to Cairo, and I thought it would make sense to stay at an airport property to make a move as painless as possible at that early hour. The hotel had an hourly shuttle on the hour to the airport.
I requested a 230 AM wake-up call to make sure that I would make the 3 AM shuttle. I conveyed this directly at the reception when I returned to the hotel around midnight after dinner in the city.
Well. The wake-up call never materialized, and the front desk didn’t seem to be very concerned when I asked what had happened at the time of requesting a settled folio.
I thought of dropping a note to the Ambassador Desk about this service failure, which should not occur at an airport property, but I got the usual after-stay survey.
I filled it out and noted that the front desk didn’t care much that they had failed to make up the wake-up call.
Thank you for choosing Crowne Plaza and for taking the time to provide feedback about your experience at Crowne Plaza Nairobi Airport.
I would like to start by apologizing to you for the inconveniences you faced during your stay.
We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future.
I want to reassure you that corrective measures have been put in place and a repeat of this will not reoccur. As a gesture of goodwill please allow me to credit you 25,000 IHG One Rewards points and kindly reach out to me directly on your next visit for me to be able to meet you during the stay.
I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.
Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at +REMOVED or REMOVED@crowneplazanairobiairport.com.
Sincerely,
Barnabas Wamoto
General Manager
It is not uncommon to receive a reply from the property for any issues you may have noted on these surveys, but I was surprised that they understood the problem and promised to deposit 25,000 points for the inconvenience.
And the points were soon posted to my account.
Video of the Junior Suite:
Conclusion
The JW Masai Mara, where I came from, belongs to the same group, and I hoped that this Crowne Plaza was equally well managed.
I don’t usually stay at Crowne Plazas as their quality tends to be very variable, but the only other choice on the Nairobi Airport grounds would have been Four Points.
Also, I needed one more night to hit 70 IHG nights for 2023 for the 70-night Milestone Rewards.
I am glad that the management quickly resolved the issue to my satisfaction, and luckily I managed to wake up with an alarm after a 90 minute nap. I hope that they fix whatever issue might result in no wake-up calls being made.
There will soon be more options for stays in Nairobi, as both Hyatt Regency and JW Marriott are opening. The InterContinental Nairobi has closed.