St. Regis Deer Valley - Follow Up

Within hours of emailing the St. Regis, I received an apologetic letter.  I was very impressed by the timely response as well as the fact that it was a personal note rather than just a form letter response.  It is important to note that the majority of the time, companies don't even respond.  I also want to point out that every employee that I have interacted with has been extremely friendly and they have helped to the best of their ability.

I was also very impressed with the fact that they asked for me to give them another shot and if I decide to do so, to contact them directly.  That is a great personal touch.  While the experience was extremely frustrating, it makes me feel better to know that they actually do care, and that they took the time to try and make it right.

Here is a copy of the response I received:

Dear (Brand Interaction),

Please allow me to apologize for any aspect of your visit that did not exceed your expectations. Under no circumstances was it the norm or up to the high standards we have set for this property.

As a small token of apology, I have credited your SPG account with (XX) points. Additionally, I hope you will return and allow us to deliver a true St. Regis experience. Please contact me directly if at any point you do wish to return.

Have a wonderful New Year!

Warm Regards,

Chelsea