Hotel Security Breach

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This topic contains 50 replies, has 14 voices, and was last updated by  KeaneJohn 26 May 2011
at 22:35
.

Viewing 15 posts - 16 through 30 (of 51 total)

  • conair346
    Participant

    I’m going to hazard a guess to the hotel, seeing as IHG, Starwood and Rezidor have been contacted and named it leaves Accor, Marriott and Aurora that operate and knowingly have air crew stay in Manchester.

    Was it the Renaissance just off Deansgate? Maybe Qatar airways?


    SimonRowberry
    Participant

    On a positive note about hotel security, I have two examples (both in Helsinki).

    Shortly after Bill Clinton stayed at the (then) InterConti Helsinki (now the Scandic Continental) I was staying at the property and made a ight-hearted quip about the Pres and his stay (he was filmed being brought into the hotel in a wheelchair as he’d broken his leg).

    I was told in no uncertain terms that “It is company policy not to reveal present or past guests, Sir.”

    The hotel chain of choice, then, for anyone planning an extra-marital dirty weekend!

    The cleverest bit of thinking regarding security was at the Hotel Kamp, again in Helsinki (part of Starwood’s Luxury Collection). I have posted this point before on another thread, for which I apologise.

    Anyway, when hanging your room service breakfast card outside the door, you only write your room number and your initials. This is intentionally to prevent people who pass by in the corridor getting hold of a name and room number.

    I don’t know whether this is procedure at any other Luxury Collection properties (I’ve not had room service breakfast at others and forgotten to look at the card to see if it’s the same system).

    As far as the hotel in question in Manchester, it sounds like the sort of behaviour you’d expect from the Britannia.

    As far the Sofitel on Collins, I think I stayed there when it was the Regent Melbourne. If so, then flyingfox is omitting a key point in his story, which enables me to well understand his ire. The reception is on the ground floor, but the rooms start at something like the 35th floor and, if memory serves, you sometimes have to change lifts at the bar and restaurant area on about the 32nd floor.

    Simon


    judynagy
    Participant

    My first thought on reading the hotel’s response was that someone’s teenage delinquent had hacked into the hotel’s email and replied to the complaint. This is unquestionably the worst breach of common sense I’ve ever encountered.

    Naming the hotel would allow the rest of us to vote with our credit cards.

    I’ve lost track of the times I’ve reminded the front desk people of the rules about giving our room numbers. My fave is locking my key in my room, asking for another at the front desk and having it immediately handed over. Since the majority of hotel people seem to be very nice and reasonably intelligent, I have to assume this is a training issue.


    skyguy79
    Participant

    Hi all. I have personally emailed the hotel chain’s CEO and also the contact cente manager and HR Director.

    I will give them until lunchtime tomorrow and then I will name them.


    watersz
    Participant

    Here comes the super injunction….. 🙂


    skyguy79
    Participant

    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 think it is time to reveal all as I have done all I can and this company clearly don’t want to better themselves :

    The hotel is Brittania Sachas Hotel on Tibb Street, Manchester City Centre.

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

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


    conair346
    Participant

    Any airline that puts its crew into Sachas obviously does not value their staff. It and its sister hotels are regarded as the worst hotels in Manchester.

    I had the misfortune to stay there about 5 years ago, never again…
    Until last month I had a dinner event there. Unidentified meat was served, some hair in the soup and pillars in the banquet hall. Surly bar staff and best of all staff who barely understood English serving the meal!


    esselle
    Participant

    Brittania hotels are something of a laughing stock in the hospitality business.


    skyguy79
    Participant

    Oh My God….I feel like laughing at myself now !

    Read the responses from the General Manager to disgruntled guests. Shocking isn’t the word :

    http://www.tripadvisor.com/Hotel_Review-g187069-d191553-Reviews-Britannia_Sachas_Hotel-Manchester_Greater_Manchester_England.html


    SimonRowberry
    Participant

    Do I get a prize for guessing correctly?

    As long as it’s not a night at ANY Britannia Hotel….!

    Simon


    PatJordan
    Participant

    Hi skyguymanchester.

    I read the generic response from the General Manager…if it wasn’t long gone I’d have said that it was an April fool’s gag.

    But please tell us what airline makes its staff stay there…..

    Pat


    SimonRowberry
    Participant

    Does anyone remember one of the early “reality” TV shows called “Hotel” (not the one currently on Channel 4)?

    It featured the Adelphi in Liverpool. A once-proud hotel which had, by then, been taken over by Britannia. The programme did the hotel no favours at all. Nor did the manageress. On the day of the bomb threat that prevented the Grand National from running and left literally thousands of people stranded in Liverpool, there were many stories of strangers putting other strangers up in their home, to help people out in the crisis that had ensued.

    Not so at the Adelphi. They saw a money-making opportunity. The odious GM lady laid out mattresses in the ballroom and charged outrageous prices for a night on the floor.

    Britannia making money out of other peoples’ suffering. No change there then.

    I read the Sasha GM’s responses on TripAdvisor. It seems that 99% of the people who posted are liars, apparently. Interesting.

    Regards, Simon


    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


    skyguy79
    Participant

    Hi PJordan, if I discuss which airline’s crews stay here, as I am already complaining about a breach it makes me no better off !


    conair346
    Participant

    Skyguy, While I understand the topic is about security protecting the airline serves no purpose. We could stake out the hotel and checkout who the crew belong to if we really had sinister intentions, its purely informational and for gossip I think we want to know.

    Its not like its El Al or anything. I already know where BA fd and cc stay (separate hotels), LH, DL, QR, OK and BD LHR based crews. I’d like to think that US, AA, UA, SQ, EY and EK hold their crews in higher regard.

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