Reply To: Hotel Security Breach

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skyguy79
Participant

I’ve put this on tripadvisor.com and I’m posting here in case they pull the review ;

“SACHAS – stands for Substandard Security At Cheap Hotel As Standard”

I cannot believe what I am having to write here. I write as a visitor to the hotel on behalf of my friend who stayed at this joke on 15th May 2011. He is a cabin crew member of an airline whose homebase is currently on red alert for security. That airline chooses to house it’s crews at Sachas when on Manchester layover .

I sent the below email to the hotel’s Customer Services Department at their Head Office in Manchester on 16th May 2011 :

Dear Sir / Madam,

I wish to advise you of some goings on at the Brittania Sachas Hotel.

As you may be aware this hotel has the cabin crew of xxxxxx Airlines staying there on a daily basis.

One of the crew who is my friend, arrived yesterday off a flight from XXXXXX.

As he wouldn’t have a UK / roaming mobile on him, I called the hotel reception to be connected to his room.

I was then advised of his room number despite the receptionist not really knowing who I was. I could have been anyone pretending to get a room number and this is a safety breach.

Furthermore when I actually got through to my friend ( Room XXX ) whilst we were talking, another of his colleagues called my friend’s room and was able to listen to part of our phone call and then apologised for disturbing us.

As you can appreciate, XXX are paying a lot of money for their staff to stay with yourselves on a daily basis. If I were to escalate this to XXX’s Head Office, then I can confidently say they would look to take their business elsewhere.
I thought I’d give you a heads up to brief your staff to never give out room numbers over the phone.

Also the issue with call interference must be looked at immediately.

I shall call the hotel in a few weeks and if I am given a room number during the call, then XXX Airlines will be contacted in XXXX.

Regards and best wishes ,

My name.

THIS MY RESPONSE FROM CUSTOMER SERVICES ( and I am not joking ) :

original message-
Subject: FW: Britannia Hotels Web Site Customer Feedback
From: “<a href="mailto:customer.services@britanniahotels.com“>customer.services@britanniahotels.com
<a href="mailto:customer.services@britanniahotels.com&gt“>customer.services@britanniahotels.com&gt;

Date: 16/05/2011 4:03 pm

Good Afternoon xxxxxxxxxxx .

Many Thanks for your below email.

With regards to staff giving room numbers out over the phone this is perfectly fine, Staff on switchboard are there to pass calls on not to be a PA for the guest.

There is no security breach with regards to this.

With regards to the interference of calls we have received no complaints, I.T have checked the phone lines and everything is in perfect working order.

Many Thanks for your comments

Customer Services

I WAS FURIOUS AND THEN REPLIED

What on earth ? Do you feel you have replied professionally and taken the time to really read my email ? How dare you patronise me and make me out to be a liar. What a loser

AND I THEN GOT THIS BACK :

We will be in touch with XXXXXX AIRLINES to discuss them not using our hotel in future.

Does anyone feel that this clear breach of Data Protection was acceptable ?
Would anyone reading this like for their hotel to confirm their room number to a random person calling the hotel ?
Are the responses I have had in any way been reassuring or refllective of good Customer Service ? Does anyone feel the responses I have had are justified and acceptable and look like they ar from an organisation that cares about guest security ?

I am appalled to be quite honest.

So I contacted my contacts at three major Hotel Chains and here are their exact responses :

IHG ) We would never give out a guest’s room number and we take extra care with crew members.

Rezidor ) We would never give out a room number. It is company policy.

Starwood ) It is not company policy to do give out room numbers.

After 2 initial emails to “don’t really care much about the” Customer Services department and 3 emails to the Chairman and HR Director, 3 phone calls to speak to the concerned hotel’s Duty Manager, I got a Night manager last night who took all my details and said he would pass these to the Duty Manager who starts at 7am and will call me back. He mentioned that this was a very serious matter.

I have been quite busy all day with appointments but I log onto my email at 4pm and see no response from either of the senior management.

Furthermore Mr ” Duty Manager” also hasn’t called. I see this won’t go anywhere.

I have done all I can and this company clearly don’t want to better themselves :

The CEO who doesn’t give a damn about his staff’s actions is Alex Langsam.

The matter will now go to the airline whose staff’s security is being compromised.

And if anyone from Brittania wishes to call me,please don’t bother. You have been given a chance to put this right and yourselves could have turned this around there and then.

I was due to arrange an Asian wedding at this otherwise cheap and shoddy hotel’s very nice banquet hall but they have lost 5 days of revenue. Talk about wanting the business ; this lot can’t seriously be wanting to stay in operation for long.

Reviewer ratings for this hotel:

Value Rooms Location Cleanliness Service Sleep QualityDate of stay: May 2011
Visit was for: Leisure
Traveled with: Large Group/Tour
Member since: October 06, 2008
Recommended by this reviewer? No

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