Tuesday, January 01, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest placed an order for Bhindi Ki subzi, 1 pcs of missi roti and 1 pcs butter
naan. Food was delivered to the guest room as per estimated time even Sumit
Immediately fresh portion of missi roti was delivered to the guest room as a gesture. Later feedback has Guest received half piece
Sumit Mr. Robin Raina - 22:17 226 27th Dec 2018 01st Jan 2019 (AM) personally check the food order same was sent as per standard. Later F&B Service - Y 8 -
been taken guest enjoy the food and service. of missi roti
guest called up IRD and shared the feedback that he has received half piece of
missi roti instead of full piece.

IRD associate (Sarthak) and chef Rana spoke to the guest and apologized for the inconvenience caused and
Guest placed an order for 1 veg burger, 1 tomato dhaniya shorba. Later Mrs. asked guest for an alternative for which he denied. Upon clearance it was found that the guest had
Mr. Anoop Trehan Guest did not liked the
Sarthak - 23:28 535 27th Dec 2018 01st Jan 2019 Trehan called up service express and shared the feedback that the taste of the consumed the whole burger. Since the guest had consumed the food same was charged to guest folio. F&B Production - Y 9
(ANOOPTREHAN61@HOTMAIL.COM) veg burger
burger did not met her expectation. Morning manager needs to meet the guest.

At mentioned hour guests came to reception and complained that their luggage Guest was met by Arvind (Concierge Executive) and was assisted with their luggage. Upon checking it was
Abhishek Mr. Jitinpal Singh and Mr. Namit Narula - 18:00 740, 742 31st Dec 2018 01st Jan 2019 Front Ofice Luggage delayed - Y 8 -
did not delivered to their rooms. learnt that we did not received any luggage tag. Same was expalined to guest.

Ms. Srishti Wadhwa, Mr. Ravneet Wahi, 215, 743, 233,

Abhishek - - 31st Dec 2018 01st Jan 2019 Guests luggage was delayed due to busy movement, guests were apologized by concierge executive and assured for better experience. Front Ofice Luggage delayed - Y 7 -
Mr. Keshav Luthra, Mr. Rahul Khanna 818

Kanika met the guest and apologized, air-conditioning was checked and temperature was lowered. Diffuser
Kanika Ms. Sreeja Pillai (sreejappi@gmail.com) - 20:00 321 31st Dec 2018 01st Jan 2019 Guest called up service express and mentioned that the room was stuffy. Engineering Room was stuffy - Closed 7 Kanika met
was also kept as per guest’s request. Guest was fine.

Shweta (WES) met the guest and apologized for the laps, upon checking it was found that the room was
Shweta Mr. Sandeep Kumar - 14:40 432 to 409 31st Dec 2018 01st Jan 2019 Guest called up service express and mentioned that the room was dirty. erroneously inspected on the system. Guest was immediately shifted to #409, guest appreciated and guest Housekeeping Dirty room c.in - Closed 8 Shweta (WES) met
was fine.

Wine bottle broken

While delivering the luggage to guest room, a bottle of wine got broken as guest Abhishek (DM) spoke to the guest and offered him an imported wine against it, guest accepted the same. A
Abhishek Ms. Srishti Wadhwa - 16:01 215 31st Dec 2018 01st Jan 2019 Front Ofice whine delivering the - Closed 8 Abhishek (DM) spoke
had not informed us about the wine kept in the bag. bottle of wine was sent to the guest room, which he appreciated and he was fine.
luggage

Guest approached to Mr. Khatri at the Westin place and asked for his wallet if found anywhere. Immediately Abhishek (DM) was approached to check wherein there was a wallet which was
Money and card missing Mayank (AFOM) and Abhishek
Yogesh Khatri Mr. Manish Bansal - 17:35 425 31st Dec 2018 1st Jan 2019 found in the elevator by an associate. Post finding the wallet guest mentioned that around INR 4000 cash and one card was missing from the wallet. Guest was met by Mayank (AFOM) and Security - Y 9
from wallet (DM) met
Abhishek and was requested for some time to investigate.

Kanika (EHK) met the guest and #626 was shown, however the corridor was noisy due to the kids in nearby
Guest was checked in to #821 wherein they did not like the layout of the room
Kanika Mr. Abhinav Anand - 17:05 825 31st Dec 2018 1st Jan 2019 rooms hence they did not want to move. #815 and #825 were later shown which they liked and agreed to - Guest did not like room - Closed 8 Kanika met
and also mentioned that the upholstery was worn out.
move to 825.

Guest called up service express and complained of the music and screaming Guest was requested for some time and same was informed to Rupa (DM) and Kapil (Security). Rupa went
noise which was coming from #725 Mr. Mallik Room’s . Guest was apologized up and met the guest but he was not ready to listen anything and demanded to speak with higher Guest complained of the
Anoop/Rupa Mr. Kartik Kapil - 2:32 717 31st Dec 2018 01st Jan 2019 - - Closed 8 Mr. Pandey met .
for the inconvenience caused but he was not pacified with the same and wanted management. Immediately Mr. Pandey met the guest and apologized for the same and crew lounge place noise
to speak with general manager was offered to guest #725 for party which they took after that guest #717 Mr. Kapil was fine.

Guest called up IRD and wanted to reheat outside food (momos), which was politely denied, and offered to order food from ird, to which she was not happy. Same was informed to Rupa Guest wanted reheat the
Rupa Mr. Inder Sachdeva (abc@mail.com) New Year Package 4:17 222 31st Dec 2018 01st Jan 2019 IRD - Y 8
(DM). Morning manager to meet the guest on departure outside food

Later guest called up IRD and shared the feedback that there is a smell in the fish upon checking the food by
Guest place an order for grilled sea bass through IRD. Food was delivered to chef it was learnt that fish preparation was done as per standard. Sumit along with chef Rana went to the Guest felt smell in the
Sumit Mr. Sumit Ahuja New Year Package 21:09 414 31st Dec 2018 01st Jan 2019 F&B Service - Closed 8 Sumit (AM) met.
the guest room as per estimated time. guest room and apologized for the inconvenience caused and asked for the alternative which she denied. fish
Since guest did not consumed the food same was waived off from her folio.

Guest were upset as the

Mr. Aayush Dua, Mr. Guest approached front desk and mentioned they were upset with the way buffet was closed and no food option was available. Guest mentioned that he was helped after they made noise.
Satender New Year Package 3:41 844, 847 31st Dec 2018 01st Jan 2019 F&B Service buffet was closed before - Y 8 -
Gaurav Gogia (abc@mail.com) But this was not acceptable from the hotel. Guest was apologized by Satender (Exe-lounge manager) and assured for better service. Morning manager to meet the guest .
they came for dinner.

Mr Anand came for breakfast at 11:30am with his wife and choose to sit in the
Due to busy operation
Prego patio and asked for a table. As operation was busy Wayne informed the Mr Roshan met with guest and apologize for the same and as service gesture food was served to the room.
Roshan Mr. Abhinav Anand New Year Package 11:30 825 31st Dec 2018 1st Jan 2019 F&B Service guest was served - Closed 7 Roshan (Manager) met.
guest that all tables are occupied and gave them the option in the ballroom on Guest was pacified.
breakfast in the room.
which guest felt offended and went back to their room.

Later Ashish called up to the guest room but guest didn't pick up the call. Same was informed to duty
Guest place an order for breakfast through Ird Same was prepared and
manager (Rahul) and bill was settled in the room. At the time of checking out guest has disputed to pay the Guest disputed the
Sumit Mr. Ankush Gupta New Year Package 8:23 633 31st Dec 2018 1st Jan 2019 delivered with the estimate time. When server reached to the guest room, the F&B Service INR 4900/- Closed 7 Rahul (DM) met.
charges for breakfast and stated that he had breakfast in the banquet since it was including in the package. breakfast charges.
room was on DND.
Since the guest did not consumed the food .As a gesture breakfast charges was waived off from his bill.

Guest was apologized and she was politely informed about the New Year event happening in hotel, guest
Mr. Shahista Hussein Dharsi Guest called up service express and enquired about loud music noise travelling
Abhishek - 21:45 245 28th Dec 2018 02nd Jan 2019 understood the same and she was fine. Security (Mohit) informed about the same. - Guest faced noise issue - Closed 7 Heena Met
(sameera.alimohamedi@gmail.com) to her room.

Rahul (DM) met the guest and apologized for the inconvenience caused and assured him for better
At the time of farewell guest shared that the AC was not effective during the
Rahul Mr. Sanjay Sharma - 11:15 530 31st Dec 2018 1st Jan 2019 experience in future stays. Later upon checking with Arif (engineering), Ac was working fine and room Engineering AC not effective - Closed 7 (Rahul) DM met
night.
temperature was recorded 21*C.
 Wednesday, January 02, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest wife ankle got twisted, wheel chair assistance was offered immediately and guest was sent to Fortis
Guest wife slipped on the lounge staircase and her leg got twisted. (Abhishek)
Abhishek Mr. Vadiraja Bhatt - 7:09 811 30th Dec 2018 2nd Jan 2019 hospital along with husband, guest was also offered associate assistance at the hospital which he declined. Front Office Guest leg got twisted - Closed 7 (Abhishek) DM met.
DM was informed about the same.
(Abhishek) DM met. Business card was shared for further assistance.

Mr. Erica Hope Lambert

At the time of check-in guest mentioned that they will be staying for one night
(AKIBA68@GMAIL.COM), Mr. Mayank (AFOM) met with the guest and explained non-refundable policy to the guest . Hence e-mail has Guest wanted shorten
Mayank - 1:48 626 , 827 31st Dec 2018 02nd Jan 2019 only, as for both the rooms reservation was for 2 nights and it was pre-paid Front Ofice - Y 8 -
Erica Hope Lambert been sent to Pratyush for the same. his stay.
reservation.
(AKIBA68@GMAIL.COM)

Manager Guest Name
Rupa Mr. Robin Raina
Sumit Mr. Robin Raina
Ms. Prarthana Beri
Deven
(prarthana.beri@yahoo.com)
Mr. Rajat Chawla
Chetan
(rajatchawla3@gmail.com)
Ms. Karen Lynn Crites
Neha / Satender
(KAREN.MA.LLP@GMAIL.COM)
Ms. Karen Lynn Crites
Kabir
(KAREN.MA.LLP@GMAIL.COM)
Thursday, January 03, 2019
Concern Follow REQ
Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)
IRD associate (Sarthak) spoke to the guest and apologized for the inconvenience caused .After 5 mins guest
Guest order for 1 Aloo Jeera and 1 Tawa paratha which was served on standard
again called IRD and share the feedback that Tawa paratha was very hard for his baby and asked for an
time. When the food was served guest called up IRD and stated that there is the Guest disputed the
- 23:33 226 27th Dec 2018 03rd Jan 2019 alternative phulka was served on priority basis. As the guest didn’t consume the paratha same was waived F&B Service INR 290/- Y 7
difference in billing as the Tawa paratha which he order was of ₹240 and the paratha charges
off from bill and phulka was charged to the guest. Same was informed to DM (Rupa). Morning manager to
bill which he received of ₹290.
meet the guest to check his satisfaction.
Guest placed an order for Bhindi Ki subzi, 1 pcs of missi roti and 1 pcs butter
naan. Food was delivered to the guest room as per estimated time even Sumit
Immediately fresh portion of missi roti was delivered to the guest room as a gesture. Later feedback has Guest received half piece
- 22:17 226 27th Dec 2018 03rd Jan 2019 (AM) personally check the food order same was sent as per standard. Later F&B Service - Y 8 -
been taken guest enjoy the food and service. of missi roti
guest called up IRD and shared the feedback that he has received half piece of
missi roti instead of full piece.
Guest ordered for steam seabass, stir fried tofu with black pepper sauce. Food
Deven Spoke to the guest and apologized, and offered her alternate dish which was denied by her as she was
was served as per standard time. Few minutes later guest called in IRD and Deven (IRD Manager) spoke to
- 13:12 215 02nd Jan 2018 03rd Jan 2018 going to checkout. Chef Shaan met with guest during the checkout at front desk. Fish was remove from her F&B Production Guest did not liked food INR 1250 Closed 7
mentioned that the fish was not met with her expectation as fish was smelling guest and chef shaan met
folio.
bad.
Guest came for breakfast. Everything went well also the satisfaction was
Instantly Chetan met with the guest and tried to make guest aware about the kid’s policy that kid between
checked. Meanwhile guest was politely told that there are only two occupants Guest disputed the
4-12 years is chargeable on pay half policy. Wherein guest mentioned if it's has been the case then it should
Club Marriott 7:30 736 02nd Jan 2018 03rd Jan 2018 reflecting in room status and the kid will be chargeable. Upon which guest F&B Service breakfast charges for his - Closed 7 Chetan met and apologized
be informed at time of check in only. Later on the 3egg omelette bill was presented with extended 50%
mentioned it has never been the case even the last visit was in Westin Sohna kids.
discount. Guest settled the bill and left the restaurant.
and there no one has charged the kid.
Guest shared feedback while having breakfast at Prego, that there was a mark
on the window glass in her room. She had asked for a heater to be placed in her
room but the associate who went up to assist her did not know English. She
requested for a pineapple juice and rum during the cocktail hours at the
Neha (FOM) along with Satender (Lounge manager) met the guest and thanked her for taking the time to Neha (FOM) along with
executive lounge, but she was told that pineapple juice was not available, it was Housekeeping / Guest had an unpleasant
- 11:15 735 01st Jan 2019 6th Jan 2018 share her feedback. The guest was assured of a flawless experience in rest of her stay. Later Kanika also met Closed 9 Satender (EL Manager) met,
only after the guest said she would get the juice herself from the restaurant Front Office experience
the guest on farewell. Kanika also met.
downstairs that the juice was procured for her. The guest was under the
impression that if she give her laundry in the morning it would be returned by
18:00hrs however there was a slip left stating that the laundry could not be
delivered as the room was on DND.
Guest approached front desk and mentioned that she had a medical emergency Kabir (DM) met the guest and doctor's assistance was offered which the guest denied stating that they had
Guest wanted to
- 13:30 735 01st Jan 2019 3rd Jan 2018 as her daughter could not breathe due to the air quality in the city and she already consulted a Doctor. The guest requested for assistance with booking a hotel in Bangalore which was Front Office - Closed 8 Kabir (DM) met
shortened her stay
wanted to shortened her stay. done. As special gesture the guest was not charged a retention.
 Friday, January 04, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)
Guest was apologized and same was informed to Engineering (Arif) and DM. Upon checking AC was
working fine and temperature was recorded 21*C, which was reset to 18*C. Later courtesy call was given by
Courtesy call was given by
Mr. Chirag Goel Naved, wherein the guest had confirmed that the AC is cooling properly.
Naved Club Marriott 12:10 708 02nd Jan 2018 04th Jan 2018 Guest called up service express and mentioned that the AC was not effective. Engineering Ac not effective - Closed 7 Naved. Wrong email address
(Powerctrls_hit@yahoo.com)
no email sent

Guest came for breakfast at Prego. The guest was escorted to preferred sitting
The guest was apologized for the inconvenience caused and instantly an assistance from Kabir (DM) was
and choice of tea/ coffee was offered on promise time. Also the satisfaction in
Mr. Chirag Goel taken. Later on it has been found that guest took an extra bed for the same sharer has the complimentary Guest disputed the
Chetan Club Marriott 7:45 708 02nd Jan 2018 04th Jan 2018 terms of food and service was checked. While presenting the bill guest shown F&B Service - Closed 7 Chetan met and apologized.
(Powerctrls_hit@yahoo.com) breakfast including in room tariff. The guest was apologized for the inconvenience caused and assured for a breakfast charges.
dissatisfaction and told all three occupants, has their breakfast included in
better experience in future visits
room tariff but as per the room status there were only 2 occupants reflecting.

Mr. Boon Kheng Chan
Shweta
(chansk68@gmail.com)
Shweta (DM) met the guest and informed him about his booking was made from a day prior and we will not
At the time of welcome at 0630 guest claimed that he should be charged only be able to changes in the rate. Wherein the guest mentioned that as per his contract he should only be Guest disputed on full
Parkway Healthcare 6:30 702 4th Jan 2018 4th Jan 2018 Sales / Front Office - Closed 8 Shweta (DM) met
half day as he will be checking out at 0930hrs in the morning itself. charged for half day. Later upon checking with Rohit (sales) rate was changed to half day and guest was day charges
apologized.

Guest came for breakfast at Prego. The guest was escorted to preferred sitting
and the choice of tea/coffee was offered on estimated time. Also satisfaction Instantly guest was apologized for the inconvenience caused and assured to look into the matter which was Guest was upset when Chetan met and apologized.
Zs Associates India
Chetan Mr. Vaneet Sethi (vaneet.sethi@zs.com) 7:00 508 02nd Jan 2018 04th Jan 2018 was checked. Later on when the bill was presented as guest room status depicts immediately brought into the concern of Kabir (DM). Meanwhile it was found that instead of CP the room F&B Service the bill was prsented to - Closed 8 Apology email Sent By WES
Pvt Ltd
EP, guest shown dissatisfaction and stated being a frequent visitor of the status was on EP and same has been to CP. his for breakfast (Heena)
property has never been charged for breakfast.

Guest was apologized and same was informed to Abhishek (DM) and Chanderdev (Engg). Heena (WES)
Mr. Akash Saxenaa Samsung India Guest called up service express and mentioend that the room door was not along with Kulbir (Concierge) and Ajay (Engg.) went up to the room, up checking nothing was traced and Guest room door was not Heena (WES) met.apology
Abhishek 21:37 224 2/1/2019 4/1/2019 Engineering - Closed 8
(ASAXENA5@YAHOO.COM) Electronics Pvt. Ltd. opening. door was working fine. However room move was offered which guest denied. Business card was shared for opening. email sent by WES ( Heena)
further assistance.
 Saturday, January 05, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest called up service express and mentioned that there is some weird noise
Mr. Megha Sandesh HC WeWork India Upon checking it was learnt that the click noise coming continuously from the curtain. Abhishek met and Noise coming from the
Abhishek 22:30 324 - 724 30th Dec 2018 5th Jan 2019 coming from the room. Same has been informed to the Pawan (AHK), Abhishek Engineering - Closed 8 (Abhishek) DM met.
(sandesh.megh@gmail.com) Management Pvt Ltd apologized for the inconvenience. Room move was offered which guest agreed. Guest was shifted to #724. curtains.
(DM) and Vinod (Engg).

Guest called up service express and mentioned that he had asked for bucket Abhishek (DM) spoke to guest and apologized for the inconvenience caused and offered IRD in case he
Mr. Aliimran Syed Bucket and mug was not
Abhishek Amazon 18:59 207 02nd Jan 2019 5th Jan 2019 and mug however same was cracked and leaking, guest also mentioned that he wants Indian cuisine to which guest was fine. Keshav (HK executive) went up the room and new bucket was Housekeeping - Closed 8 Abhishek (DM) spoke.
(ALI.XLRI07@GMAIL.COM) clean.
was not aware about Seasonal Taste being under maintenance. placed, also seasonal Taste renovation letter was shown, which guest appreciated.
 Sunday, January 06, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest was apologized for the inconvenience and same was informed to the Vinod (Engg.) and Shweta (DM).
Mr. Chaitanya Vutukuru Guest called up service express and mentioned that the marble fell down in the Marvel broken in the Courtesy call was given by
Shweta IBM India 8:02 507 2nd Jan 2018 6th Jan 2018 Issue was fixed by engineering. Later in the evening courtesy call was given by Naved, and offered him to Engineering - Closed 7
(chaitanyav@in.ibm.com) washroom area. washroom Naved
shift him to a suite room. Guest declined stating that he is comfortable in room and enjoying the stay.

Guest was apologized and same was informed to Chandradev (Engg). Rupa (DM). Upon checking the
Mr. Michael Kaechele
Rupa Booking.com 23:14 515 04th Jan 2019 06th Jan 2019 Guest called up service express and mentioned that AC not getting cool. temperature was recorded 22*C same was reset 18*C by engineering. Guest to be met to check his comfort Engineering AC not effective - Y 7
(MICHAELKAECHELE@GMAIL.COM)
level.

Shiven (AM) met the guest upon arrival and explained the situation to which the guest mentioned that he
Mr. Michael Kaechele Guest approached airport representative for his airport pick up, however no Front Office / Airport pickup not
Shiven Booking.com 22:01 515 04th Jan 2018 06th Jan 2018 had replied on the booking.com reconfirmation email sent by the hotel. Keeping the guest satisfaction in - Closed 8 Shiven (AM) met
(mkaech.762735@guest.booking.com) pick up details were updated on PMS. Reservation arranged
mind, guest was upgraded to aura room and tea was served with our compliments.
 Monday, January 07, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Mr. Suresh Murjani

Guest approached front desk and mentioned that the glass sliding door in the Shiven (AM) met the guest and apologized for the inconvenience caused and assured that the same would Living area door hard to
Shiven (SURESHMURJANI1981@YAHOO.COM 23:30 224 04th Jan 2018 07th Jan 2019 Engineering - closed 8 Email Sent by WES ( HEENA)
living room was hard and has requested to get it checked tomorrow morning. be checked tomorrow morning. operate.
)

Guest was apologized and same was informed to Arif (Engg). Satya (AHK) went up to the room, met the
Guest called up service express Satya (AM HK) met Email was
Satya Mr. David Hobbs IBM India Pvt LTD 13:22 526 02nd Jan 2019 07th Jan 2019 guest and apologized for the inconvenience caused, upon checking, it was found that AC temperature was Engineering AC not effective - Closed 7
and mention that the AC is not effective. sent by WES
recorded at 22*C, as per guest request temperature was set at 20*C.
 Tuesday, January 08, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest approached front desk and asked to get the AC more effective as
Ms. Elizabeth Helen Rivers-Bulkeley Upon checking with engg. (Arif) it was learnt that our standard room temp. is 22* and room temp is already
Kabir Alight 8:43 815 03th Jan 2019 08th Jan 2019 temperature is only 20* and she want temperature to be more cold. Eng. (Arif) Engineering AC not effective - closed 8 apology email sent
(E2Bulkel@alight.com) set on 20*C. Manager to meet the guest.
informed about the same.

Guest was
Facebook India Online Guest mentioned to (front desk associate) shubhang that the room temperature apologized and offered a room heater. Shiven (AM) gave a courtesy call, guest appreciated the concern Room temperature was Shiven (AM) gave courtesy
Shiven Mr. Yagneshra Ravijayendran 21:24 508 06th Jan 2019 08th Jan 2019 Engineering - Closed 8
Services Pvt L was cold. shown and was fine. cold call.email sent by WES

Guest was apologized for the inconvenience caused and same was informed to Chandradev (Engineering),
Post check-in guest came back to front desk and mentioned there was no lights
Mr. Julian Stanford Rupa (DM). Immediately room moved was done to #739. Upon checking the MCP got tripped due to which Phone and lights not
Rupa - 2:17 745-739 06th Jan 2019 08th Jan 2019 in the room and phone was also not working due to which he had to come Engineering - closed 8 Email was sent by WES
(julian.stanford@dolby.com) there was no lights in the room. With regards of the telephone complain, both the phones were working working
down.
fine. Guest to be meet again by the manager as he was not happy with his check-in experience.
 Wednesday, January 09, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Mr. Suresh R Babu Maruti Suzuki India Guest called up service express and mentioned that the shower was not Guest was apologize and same was informed to (engg) Chandradev, (AHK) Satya and (WES) Heena. Upon
Heena 8:08 616 07th Jan 2019 09th Jan 2019 Engineering Shower not working - Closed 7 apology email sent by WES
(RSURESH.BABU@MARUTI.CO.IN) Pvt Ltd. working. checking, nothing was traced, shower is working fine. System explain to the guest.

Post check in at 6am requested to deliver an ashtray in the room. The same was delivered by Ram (Housekeeping). Wherein guest informed to Ram that TV was not working. The FCS was
raised by service express to Engineering, Chanderdev and Abhishek (DM) was informed at 06:10 am. Engineering associate went to check the TV, wherein the guest told to check the TV
PROTIVITI Security ,
Mr. Sanjeev Agarwal once he leaves from the room as he was about to catch a quick sleep. During the day, the room was checked by Sandeep (HK associate), on which it was learnt that the TV screen was AFOM Mayank , Mr.Pandey
Kanika CONSULTING PVT 14:30 421 08th Jan 2019 09th Jan 2019 Housekeeping, TV screen found broken - Closed 10
(sanjeev.agarwal@protivitiglobal.me) broken. Immediately Kanika, Kabir (DM) and Deepak (LP) went up to the room to check the status. The TV was immediately replaced by engineering and LP was informed to investigate met
LTD engineering
the matter. An apology note along with amenities were placed by Kanika. As a service recovery, early check in half day charges were removed. Anoop was briefed about the incident. The
guest needs to be met by senior management. The incident report shall be shared by LP department with thorough investigation.

Shweta (WES) along with engineering associate went up to the room, upon checking it was learnt that the
Mr. Mario Tasso Guest called up service express and mentioned that there was no power supply No power supply in Shweta (WES) met. Email sent
Shweta - 8:11 447 07th Jan 2019 09th Jan 2019 MCB got tripped, same was rectified by engineering. Shweta apologized the guest and assured him for Engineering - Closed 8
(MARIO.TASSO@JAS.COM) in the room. room by WES
better experience, which he appreciated the he was fine.

Guest came for check in and mentioned that he had reservation from yesterday and due to delay in flight he was not able to come. Heena (WES) met the guest and informed about the 01
Mr. Ravi Viswanathan Guest disputed on
Preeta/Heena Google Preferred 10:05 605 08th Jan 2019 09th Jan 2019 night retention as there was no prior information on which guest got upset and mentioned that he is a regular guest in other Westin hotels and denied to pay for the retention charges. Sales / Front Office - Closed 9 Heena (WES) met
(rvisheanathan@google.com) retention charges
Preeta (Sales) was informed and as a gesture 50% was charged instead of full night.

Guest was politely informed about the standard charges wherein he mentioned that prices are too high and
Mr. Rahim Jasani Guest felt that transport Mayank (AFOM)
Mayank Ernst & Young Llp 19:50 334 05th Jan 2019 09th Jan 2019 Guest called up service express and requested for a car to sector 29. we should give him better option being gold member. Mayank (AFOM) spoke to the guest and 10% discount Front Office - Closed 8
(RAHIMJASANI@GMAIL.COM) charges are too high spoke.Feedback email sent
was offered which guest accepted and was fine. Later, guets called up and cancell the car

Guest placed an order for non-vegetarian bruschetta. Food was delivered to the
guest room as per promised time. Later guest called up IRD and shared the Chef Ashish and Sumit called up in the room and apologized for the inconvenience caused and asked for
Sumit Ms. Mehta (mejhon@apollo.com) Apollo Munich 16:34 504 06th Jan 2019 09th Jan 2019 F&B Production Guest didn't like food INR 740/- Closed 7 Sumit (AM, IRD) met.
feedback that the taste of Parma ham and artichoke did not met her alternative which she denied. Since the guest did not consumed the food same was waived off from her bill.
expectation.
 Thursday, January 10, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Mr. John Hugh Harding Ciena India Private Guest called up on hotel number regarding his airport pick-up hiwever there Later Upon checking it was learnt that reservation did not tagged his airport pick –up details due to which Car was not arranged for
Rupa 2:00 212 06th Jan 2019 10th Jan 2019 Reservation - Closed 7 Email Sent by WES
(jharding@ciena.com) Limited was no information about it. Immediately an outside car was arranged for him. car was not arranged. guest pick-up.

Rupa (DM) spoke to the guest, wherein she wanted to change her room. Guest was immediately shifted
Ms. Jung Shin Samsung India Guest called up service express and mentioned that there was strange smell Rupa (DM) spoke. Email sent
Rupa 6:56 340 -301 06th Jan 2019 10th Jan 2019 from #340 to #301 which guest apppericiated and she was comfortable in new room. Engineering Engineering Smell in the room. - Closed 7
(ETERNITY_J@NAVER.COM) Electronic Pvt Ltd. coming from the bathroom. BY WES
(Raghunandan) was informed to check the room, upon checking nothing was traced.

Ms. Nisha Nizaam Guest called up service express and wanted to speak with hotel doctor as she Guest was put in touch with doctor Pabrai, wherein guest was suggested to contact with an eye specialist. Guest eyes had some
Rupa WPP Group Global Gp 7:15 240 06th Jan 2019 10th Jan 2019 - - closed 8 Rupa met
(nisha.nizaam@essenceglobal.com) had eyes infection. Rupa (DM) and Deepak (Security) was informed about the same. infection

Ms. Mi Yoo Samsung India Guest approached front desk and mentioned that the shower head is loose and Guest was apologize by front desk associate and same was informed to Chandradev (Engineering). Upon
Kabir 8:00 547 06th Jan 2019 10th Jan 2019 Engineering Shower head loose - Closed 8 Email Sent by WES
(MI73.YOO@SAMSUNG.COM) Electronic Pvt Ltd. requested to check the same. checking, it was learnt that the shower holder was loose, same was rectified by engineering.

Shiven (AM) met the guest and booking was reinstated. Upon investigation it was learnt that the wrong
Harvard Business Guest approached front desk for check in however his reservation was featuring Reservation was showing Shiven (AM) met, courtesy call
Rahul Mr. Bharat Bansal 17:55 637 07th Jan 2019 10th Jan 2019 profile was picked up, and reconfirmation email was sent by reservations to the wrong guest who had asked Reservation - Closed 8
Publication India as cancelled. on PMS was given by Rahul (DM)
to cancel the reservation. Courtesy call was given by Rahul (DM).
Post check-in guest requested for king bed room, however he was booked for Guest was immediately shifted to #845 and comfort level was checked by concierge associate for new room
DXTN and he was informed on welcome about the same. on which he was comfortable in #845. However after sometime guest called and requested to move back to Guest wanted king Courtesy call was given by
Shweta Mr. Sujith Chithamur McKinsey 22:20 203 07th Jan 2019 10th Jan 2019 Front Office - Closed 8
#203 as he found the room being noisy due to city noise. Guest was re-shifted to #203, courtesy call was bedded room Shweta (WES).Heena Met
given by Shweta (WES) and apologized for the inconvenience caused.

Later upon arrival guest was met by Rahul (DM) and apologized for the inconvenience and requested to
Guest’s booker called up concierge and mentioned that guest is waiting at the share any email with regards to pick up, guest has shared an email sent to reservation requesting for a
Ms. Wai Ming Li Airport pickup was
Rahul Bacardi India Pvt Ltd 0:44 427 09th Jan 2019 10th Jan 2019 airport for his car however there is no pickup immediately airport pickup, email has been forwarded to reservation for further investigation. As a special case guest being gold Front Office - Closed 8 Rahul (DM) met.
(MAGGIE79LI@HOTMAIL.COM) missing
representative assisted the guest and car from car zone was arranged. elite member room upgrade to royal suite was given and late check out has been extended until 3 pm

Gaurav (Travel Desk Associate) received a call from Airport representative and
he asked for a hotel car but car was not available at the same time. Airport Upon checking it was learned that Flight detail were wrongly update in departure request. Email sent to the
representative offer a hotel car and wait for 40 minutes to the guest but same Reservation revert awaited.
Mr. Jacob Swint Airport pickup was Rahul (DM) met.No email
Rahul - 1:12 626 09th Jan 2019 10th Jan 2019 was denied. (DM) Rahul met with guest and suite upgrade was given after that Front Office - Closed 8
(michelin.intl.bkk.th@contactcwt.com) missing address nothing found on GXP
guest was fine.
 Friday, January 11, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Guest colleague Mr. Ganesh called on hotel boardline number and requested to
Mr. Mitsuo Kikuchi AFOM (Mayank) with engineering associate went up to the room. Upon checking the room temperature
Mayank Formula Group 11:35 646 08th Jan 2019 11th Jan 2019 check the guest room temperature stating that the guest was unable to set the Engineeirng AC not effective - Y 8 -
(gireesh@formulaindia.com) was recorded 21*C and same was set to 25*C.
temperature and room was cold.
 Saturday, January 12, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Pick up was arranged for the guest, Rahul (DM) met the guest on his return and offered him doctor
Mr. Richard Bruce Deutsch There was a call from guest office for an office pickup stating that the guest was
Rahul Alight 22:30 524 02nd Jan 2019 12th Jan 2019 assistance, which he denied stating that he will let us know in case he needs anything. Rahul (L P) informed - Guest being unwell - Y 7 Rahul (DM) met
(RBDEUTSC@HEWITT.COM) not keeping well.
about the same.

Guest was apologized and same was informed to Chandan (Engineering) and Heena (WES). Upon chekcing
Pawan Mr. Shruti Hemendra Modi Pfizer 15:31 727 09th Jan 2019 12th Jan 2019 Guest called service express and mentioned that the TV was not working. TV was hang, same reset by engineering. Later in the evening Pawan (AM HK) met the guest and apologized Engineeirng TV was not working - Closed 7 Pawan (AM HK) met
and assured guest for better experience.

Mr. Scott Hanson Guest approached front desk and mentioned that plugging point near to the Rahul (DM) met and apologized, guest was assured that the issue will be rectified. Chanderdev Power pluggs not
Rahul - 18:00 810 09th Jan 2019 12th Jan 2019 Engineering - Y 7 Rahul (DM) met
(scott.cn.hanson@gmail.com) bed were not working and request to fix it tomorrow morning post 0900 hrs. (Engineering) informed about the same. working

Guest approached front desk and mentioned that he had lost his phone in Westin Vatika Ballroom. Shweta (WES) along with (L P) Vinod checked the guest room however nothing was
Guest was not able to
Shweta Mr. Sanish Vasudevan Pfizer 22:00 509 10th Jan 2019 12th Jan 2019 found. Further invastigation was done by Loss Prevention team, upon checking nothing was traced. Shweta (WES) spoke to the guest and informed about the same, on which guest was Loss Prevention - Closed 8 Shweta (WES) met
locate mobile phone
fine.

Guest was informed about the sold out situation and room move has been offered for tomorrow which he
Guest called up service express and mentioned that he would like to change the agreed and he is fine. Guest didn't like disable
Rahul Mr. Nukala Jagadeesh Kumar Pfizer 11:49 205 10th Jan 2019 12th Jan 2019 Front Office - Y 7 -
room as it’s a disable room. room.

Guest called service express and mentioned that his bedside socket not working Engineering
Same need to be check tomorrow morning. Bedside socket not
Abhishek Mr. Sanam Juneja Pfizer 0:22 647 10th Jan 2019 12th Jan 2019 same was informed to (DM) Abhishek, (Engg) Arif. - Y 8 -
working

Guest approached the front desk and requested for first aid as he had cut his finger while having breakfast. Kabir (DM) met the guest and Security (prince) was informed about the same
Kabir Mr. Dilesh Anam Pfizer 9:25 241 09th Jan 2019 12th Jan 2019 - Guest finger got cut - Closed 8 Kabir (DM) met
and dressed the wound. Guest was fine and appreciated the quick response

Kabir
Zs Associates India Guest approached the front desk and mentioned that he was facing difficulty to
Kabir Mr. Romeet Sen (romeet.sen@zs.com) 9:46 623 09th Jan 2019 12th Jan 2019 (DM) met the guest, apologized for the inconvenience caused and assured that the same shall be fixed in his Engineering Main door battery low. - Y 8 Kabir (DM) met
Pvt Ltd opening his room door as both red and green lights were appearing on the lock.
absence. Chandan (Engg) was informed about the same. Upon checking it was found that main door battery
was low, same was changed by engineering.

New bottle of perfume was procured and placed in the room. Coordinator was spoken to by Monu. Later Guest perfume bottle
While servicing the room, guest’s perfume bottle was accidently broken by the
Neha Mr. Sanjay Sharma Pfizer 15:55 648 10th Jan 2019 12th Jan 2019 guest was met by Neha (FOM) along with Swapna (Coordinator). Guest was absolutely fine and Housekeeping was accidently broken by - Closed 7 Neha (FOM) met.
associate.
apppericiated the concern. associate
Guest called up service express and mentioned that I home not working in the Guest was apologized for the inconvenience caused and same was informed to Chandradev (Engineering)
Pawan Mr. Manpreet Singh Pfizer 19:15 502 10th Jan 2019 12th Jan 2019 Engineering I-home was faulty - Y 7
room. and Pawan (HK). Upon checking it was found that I-home was faulty same was changed by engineering.
 Sunday, January 13, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Mr. Simon Roope Guest approached concierge and mentioned that there is no instructions for TV Kamal (Concierge) escorted the guest till the room and system was explained. Guest felt difficulty to
Kabir Fill india Business 12:41 306 02nd jan 2019 13th Jan 2019 Front office - Y 8 -
(simonroope@gmail.com) and it's difficult for him to operate. Guest was fine. Kabir (DM) was informed about the same. operate TV.

Abhishek (DM) met to the guest and apologized for the inconvenience caused. Guest was absolutely fine.
Mr. Jay Picard Guest upon arrival had to wait for 5 minutes as the BDO group came together Guest had wait for check
Abhishek - 2:54 437 07th Jan 2019 13th Jan 2019 Front Office - Y 8 Abhishek (DM) met.
(TRAVELJVP@GMAIL.COM) for check in. in.

Himanshu (AFOM) met the guest and apologized, same was informed to engineering (Arif). Upon checking
Himanshu Mr. Robin Raina - 16:01 226 03rd Jan 2019 13th Jan 2019 Guest approached front desk and mentioned that AC was not effective. AC thermostat was faulty, same was rectified by engineering. Guest wanted his room temperature to be set Engineering AC not effective - Closed 8 Himanshu (AFOM) met
on 20*C, same was set by engineering.

Guest placed an order for Bhindi Ki subzi, 1 pcs of missi roti and 1 pcs butter
naan. Food was delivered to the guest room as per estimated time even Sumit
Immediately fresh portion of missi roti was delivered to the guest room as a gesture. Later feedback has Guest received half piece
Sumit Mr. Robin Raina - 22:17 226 27th Dec 2018 13th Jan 2019 (AM) personally check the food order same was sent as per standard. Later F&B Service - Y 8 -
been taken guest enjoy the food and service. of missi roti
guest called up IRD and shared the feedback that he has received half piece of
missi roti instead of full piece.

Guest was apologized by Priyanka (Front desk executive) and same was informed to Chandan
Mr. Simon Roope Guest approached front desk and mentioned that there was some noise coming
Rupa Fil India 8:16 306 02nd Jan 2019 13th Jan 2019 (Engineering). Upon checking it was found that the AC motorized valve was faulty, same was changed Engineeirng Noise - Y 7 -
(simonroope@gmail.com) from the AC.
engineering.

Rahul (DM) met the guest and informed that being an elite Platinum ambassador member we upgraded
Mr. Arthur Vaysman Guest called up service express and requested to change his room stating that
Rahul - 17:32 526 to 719 10th Jan 2019 13th Jan 2019 him to executive suite and all our suite rooms are city facing. On which guest opted to stay in a club room, Front Office Room being noisy - Closed 7 Rahul (DM) met
(ARTHURVAYSMAN@YAHOO.COM) the room being noisy due to city noise.
hence guest shifted to #719. Guest appreciated the quick response and he was comfortable in new room.

Guest approached to the lounge associate for onion masala dosa at 3pm. After
Satender (Westin Club Lounge Manager) met guest and apologized. He was fine after but, he mentioned Guest wanted to order
checking with IRD and Main Kitchen guest was informed about the non- Satender (Lounge Manager)
Satender Mr. Robin Raina LEISURE CORP 15:00 226 03rd Jan 2019 13th Jan 2019 that it should be made available during the day. Upon checking with IRD it was found that while placing the Front Office Masala dosa which was - Closed 7
availability at that time .Guest got upset, used the house phone of Westin club met.
order guest name was not communicated by lounge associate to ird hence it was refused. refused .
and placed his order for Onion masala dosa with IRD.

DM (Rupa) met and requested for some time to check the same. Nikita (Club Marriott) was informed
Club Marriott Guest approached front desk for check-in however there was no reservation on wherein it was learnt that the information was passed to reservation as well in advance for guest’s booking. No reservation found on
Rupa Mr. Sanjeet Patel 15:12 212 12th Jan 2019 13th Jan 2019 Reservation - Closed 7 Rupa (DM) met.
Privilege PMS, his reservation was from club Marriott. Guest was apologized and immediately reservation was processed, guest was escorted by front desk PMS
associate which guest apppericiated and was fine.

Guest called Service Express and mentioned that there is noise coming to his
Guest got distrubed from
Mr. Harrdy Sandhu room, same was informed to (Sec) Rohtash & (DM) Abhishek Upon checking it was learnt that the noise was coming from #227, Mr. Tushar Kalra, as he was playing loud
Abhishek Jindal Steel and Power 4:09 327 12th Jan 2019 13th Jan 2019 - music noise, coming - Y 7 Abhishek (DM) met.
(rohit.singhal@kingspanjindal.com) music which was stopped at once. No further complaints received.
from neighbor’s room.
 Monday, January 14, 2019

Concern Follow REQ

Manager Guest Name Company Name Time Room C/in Date C/out Date Incident Service Recovery Root Cause Cost Incurred Severity Closure
Dept (Y/N)

Shweta******Wr Ms. Luis Dereyes Guest approached front desk and inquired about his lost credit card, stating Shweta (WES) met the guest, upon checking with seasonal taste same was found and after checking guest Guest was not able to
- 22:25 546 08th Jan 2019 14th Jan 2019 - - Closed 8 Shweta (WES) met
ong email (LALVAREZ@NWPASTA.COM) that he had seen it last time in seasonal taste while having breakfast. details same was handed over to the guest, which he appreciated. locate his credit card

Guest arrived at airport and was checking about airport pick up. Upon checking
it was found that the reservation was from 13th and no pick up details were Guest was met by (DM) Abhishek on arrival. Guest was absolutely fine and was very happy with the arrival
There wasn't any detail
Abhishek*****st Mr. Michael Wilhelm updated, same was verified by the group arrival excel sheet that no pick up experience.
Adidas GP 1:36 544 12th Jan 2019 14th Jan 2019 - updated for Airport - Y 8 Abhishek (DM) met.
ay over (michael.wilhelm@adidas-group.com) details were given to us.
Pickup.

Guest along with her two colleagues (#504, Ms. Margot Peterman and #510,
Concierge executive met the guests on welcome and guests were informed about the fact, which guests Guest did not use the
Ms. Marni Maynard Ms. Robles) requested for an airport pick up through the central reservation at
Abhishek - 3:45 509 12th Jan 2019 14th Jan 2019 understood. Upon checking it was learnt that guests had made their reservations when they reached at the Front Office hotel car and came by - Y 7 -
(MARNIMAYNARD@GMAIL.COM) the last minute. Hotel car was sent but till the time car reached at the airport
airport. As special case guest was not charged for airport pick up. own
guests came by the outside car.