Thought Picnic: Villa Bellagio - a case of a manager beyond her depth

A bad manager

When  I consider the issues I have with Villa Bellagio, the hotel I have stayed in for 2 weeks now that has failed to resolve the 10 day loss of wireless internet service, I see a serious deficit in problem management that I put down mainly to the manager at first and then to the brand.

The hotel in advertsiements clearly touts that it offers free Wi-Fi, it is part of the product set and like I have said before, one of the things people check for when booking a hotel is the availability of Internet connectivity, either wired or wireless. It is also becoming uncompetitive to charge for that service and this trend was started by hotels with the Radisson brand name and it has extended to the group and now beyond that.

The lies are many

The manager had a story as regards the loss of this service for the first 4 days which was far from the truth when she blamed it on Swisscom saying other hotels were having the same problem when our own independent investigation determined that the hotel or possibly the hotel chain itself had cancelled their contract with Swisscom.

Apparently she was not aware of that situation until I informed her of the situation. What amazed me was how such a unique selling point in the hospitality industry could have been missed by a manager running a hotel with about 100 rooms.

I accept the fact that we are unusual clientele for the fact that we have spent more the typical average stay of less than 3 nights such that the story that might have worked for short-stayers will not work for us, but it makes the issue nonetheless urgent.

No problem ownership

She never once owned the problem from the very start, everything else was to blame, Swisscom first, then her head office and now probably us for being a nuisance demanding the service be restored.

She no doubt must have had a discussion with her staff because I first heard of the “it is a complementary service” line came from one of the desk clerks, but she was missing a fundamental point which was, complementary or not, this was part of hotel service just as much as one will expect to have one’s room cleaned, clean bed linen, a television and even a fridge, if not a mini-bar.

No re-mediation steps

Between the hotel group and the hotel, they cannot have been unaware of the pending loss of this service and facilitated a replacement, first with immediate re-mediation pending the installation of the new service with presumably the service provider I am told they have signed up with, but I am nowhere near believing that she has told the truth here either.

In fact, I have come to the conclusion she will manufacture any story to get her out of a sticky confrontation with me that I will need to contact the head office myself and remonstrate about this dissimulating manager.

Beyond her depth

Beyond the being a hotel desk clerk able to check-in and check-out middle-aged to retired Far-East Asian guests, this lady who has been promoted well beyond her capabilities cannot really manage a hotel, she by terms looks no different from her staff and lacks the requisite aptitude to manage even the simplest situation of giving priority to rooms that clearly have “Please Make Up My Room” door signs over other non-urgent rooms. [See earlier blogs on this.]

That it has taken this exceptional situation to recognise a fundamental flaw is both unfortunate and careless, she has not grown to the challenge and by that, she might well destroy both her job and the brand too just because 6 people came to stay 3 long weeks at the hotel and got a good feel of how it really is being run.

Abandon hope

So, once again, I was at the desk this morning, we had extended our stay for another 2 nights; at this stage there really was no reason to change hotels even though we had another week to run. Our patience has been tested, our endurance of the incomprehensible has been tried, and life goes on.

There. I learnt that new phone lines have to be put in on Monday and then the wireless connectivity will be restored thereafter. I did not believe one word of what she said apart from understanding we might not get the service restored before we leave and that is if ever the service will be restored at all, it has gone on too long to hold that prospect.

When I asked for a contact at their head office, she said she will call up for me and then connect the person to my room. Trust had broken down to the level that I just told her, I will find out myself and make my own call.

Thought Picnic: No stars for my coffee and no bucks for the WiFi

Starbucks to the rescue

For free wireless internet connectivity at the price of a coffee with strange names [tall, grande or venti] pretending to trendiness at Starbucks you can surf.

I usually have a café latte grande which in simple English is a medium-sized coffee with frothy milk, but it felt strange seeing the coffee being made.

Now, I have had student doctors gather round my bed, even had some sit in on consultations either with my medical consultant or for intimate topics of discussion without thinking much about it as long as they are not poking me with things or making the calls.

The taste of trainee coffee

It is the first time I have had an apprentice barista [not barrister at law for a vendor at a coffee bar] prepare my coffee as she was instructed through each step of making the coffee.

You could see she was not a dab hand that my coffee was in danger of coming short of the Starbucks quality I had grown accustomed to; there was not enough frothy milk to fill my mug that the instructor had to step in.

She might with time become such an expert able to train other baristas in making the Starbucks menu of coffee-bean offerings but I would have liked a little subtlety in the instruction.

Just ask

For a café full of people who I thought were using the free WiFi, I found out it was down, the jinx of my hotel seemed to be following me, but when I asked, the guys in the café switched it on and we were all able to surf for free.

I cannot be the most forward and assertive person around, I guess people just looked for alternatives rather than ask and that might be because they had their coffees in take-away paper cups rather than in a china mug as I always have mine.

Why ask?

This only lasted so long before the WiFi service became unusable in two Starbucks cafés around Chatelet des Halles that it was better to find a seat inside Forum des Halles for the free WiFi connection.

Where an annoying prick took exception to people taking pictures in the mall where he might have inadvertently appeared in their pictures after being the most irritating nuisance on the phone beside me. He was just about walked out of the place by security – Good riddance.

To think in one Starbucks café I only had to click on a button to connect and in another hardly 300 metres away I filled in a form to guard against terrorism just short of divulging my sexual preferences and blood type – I’ll rather be rescued by something freer than what Starbucks has to offer of over-priced coffee and a fraction of a carrot cake compared to what I will get in Germany going for literally twice the price. Daylight robbery!

Villa Bellagio running for Worst Hotel Prize

Still unconnected

The promise of the restoration of wireless internet connectivity at my hotel remains unfulfilled that I went to the reception this morning spoiling for a showdown and we had what I expected to have.

I had come to the conclusion that I had probably become a nuisance or at least I was getting treated as one considering no progress had been made on resolving the problem for each day that I had raised the issue with the manager.

Having now spent 2 weeks at the hotel with another week to run, the manager had still not cottoned on the kind of trouble we could become.

A French dump

9 days without a service that was the clincher for considering this hotel above others, nonetheless a free service had gotten to an untenable point.

It would have been comforting if without the Internet we had the pleasure of at least one English channel to watch on television but rather be home away from home, I am in the equivalent of a reeking hell-hole made worse by a lack of alacrity and urgency to address a particular need.

Once again, I was told it was a free service to which I said, I did not care if it was free or paid for, the reason business people choose hotels is for the convenience of being able to go online.

Pissing off the customer

For her faux pas, she then said I was not like their typical customer, there are 6 of my team in that hotel for 3 weeks, I as much as threatened to pull out all the team and seek a more amenable hotel, considering we did leave another hotel for Villa Bellagio after two nights.

If Best Western was still running that hotel before it closed for two years, I doubt they will have such a silly manager at the helm, one unaware of what is going on in the company that a critical service is lost and she cannot press to have it urgently replaced within a week at the very maximum.

Villa Bellagio to my mind considering all the hotels I have stayed in and I have stayed in quite a few has all the makings of a 4* hotel but like I said before, it is poorly served by 0* staff that by the time I have posted on Booking.com, TripAdvisor, Expedia and any other review site that advertises the services of this hotel my experiences which are factually and truthfully well below par, their supposed proximity to DisneyLand Paris will count for nothing.

Breathe, Akin, breathe.                                                                                                                                                                                                                                                                   

WiFi Coming Back

Coming back, possibly

Politics, you find that everywhere, but that is another story between assertiveness and a passive-aggressive stance to ensure one is not undermined by events and decisions that should have one’s input or audience.

At the hotel I spoke with the desk clerk last night and as on had feared, the contract between Swisscom and the hotel had been cancelled and apparently, they have now signed up with another provider.

I have been assured that the wireless connectivity will be restored today and as I have just heard, the communications cabinet was being moved out this morning.

Bring it back, first

Now, I will rather not dwell on good intentions but effective action with results. This means the graphic with the red cross through the “Free WiFi” icon on the hotel’s sign will remain until that service is restored after which I will blog from the hotel of that change.

After 7 days without wireless connectivity, I have been an utterly patient man to my own surprise, if not chagrin. I have accommodated this atrocity by walking up to the Le Caméléon Bar where they have free wireless internet and power sockets to link up and just connect to our heart’s content.

Besides that, even after informing the desk clerk that I wanted my room cleaned for Saturday, I returned to an unmade room, a basket full of rubbish and used towels. I do hate complaining but I went downstairs after a 12-hour working day to remonstrate – I had towels delivered to my room and a promise that on Sunday my room will be cleaned.

It was cleaned.

De excitement La Catalunya

Packing the world

One might say, wonder why one would be visiting Barcelona for a week for a conference without taking in the weekend. Well, I decided to sandwich the busy week into two weekends so my trip to Barcelona today and returning next Sunday.

I finally packed my bag after having just about an hour’s conversation with my brother in Nigeria, I still have not mastered the art of travelling light; I take so much and almost always end up forgetting what I want and packing what I never use.

Just because I thought I might run late, I called a taxi which turned back 5 minutes into the journey because I had forgotten my phone – all my appointments and contacts are in that thing, so I was glad that I did not use public transport or else that situation would have been impossible to redeem.

The comfort of having a Flying Blue Silver card – need to travel more – and the trappings of business class meant one could jump queues for check-in and security.

Cane must hit head hard

All went well till one jobs-worthy customs oaf said I could not take my cane on the plane because I did not need it to walk with the metal detector – how much of a foolish talk is that?

I have been through Amsterdam Schiphol Airport about 30 times this year and each time I have take my cane apart into its 4 constituent parts and put it all in the check-in tray, no complains, but today they had a chiropractor loafing around checking people’s backs I suppose.

Here I was mouthing through every ailment I ever had along with the occasional back pain that compels me to use the cane as if I now have to carry around a doctor’s certification that allows me to take a cane through customs.

Anyway, after such vehement remonstration bordering on anger as one begins to recognise the atrocious constrictions of this stifling war on comfort named war on terror, I got my cane, put it together, did the revise strip-tease of putting my things back on and walked away with a huff – as one of the customs ladies who had a semblance of humanity in her sinews gave me a smile.

Then off to the KLM lounge where the ladies at the reception succoured me and told me the fact that they had to suffer these indignities twice a day as part of their working at the airport, I suddenly did not feel too sorry for myself.

It was night to be addressed by name as I was served on the plane, a bit of turbulence and the view over the Pyrenees was as magnificent as you could get of any view from the air and then 10 extra degrees of Celsius warmth, one would not want to be anywhere else but in Barcelona.

Hotel, not hell

When I arrived at the hotel which was fully-booked from the Microsoft contact site but available through a full package booking on lastminute.nl which is become a neat way to book holidays lately, I was informed I would have a top-floor room with amazing views of Barcelona, I suspected I was being sold crap, but I had to see the room first.

I could hardly get my luggage into the room and this was with the help of the bellboy, single-bed and window only a balcony I could not reach, views of Barcelona – my foot! There was no way I would spend 8 nights in this shack of a pretend-penthouse squeeze.

Meanwhile, the reception had called up for my passport which the bellboy took away for a photocopy to be made; I called reception and asked for a bigger room, first I was given the spiel about standard single rooms and I offered to pay the extra cost to be upgraded; I think the bellboy informed them that I had offered a generous tip so I got another room, probably triple the size with a balcony that I could access and even sit 2 other guests – at no extra charge.

As usual, if you do not ask, you might as well suffer in silence and be eaten up by the utter inconvenience.

Wireless helpless

I got online as reception feigned complete ignorance about the WiFi service which had me calling the Swisscom helpdesk where a competent lady called Barbara took my call from Portugal and we both did the troubleshooting that indicated there were problems with DNS which we resolved after about 20 minutes on the phone.

I decided to go for a walk and had reception give me an idea of my bearings, the metro station was just across the road and getting a ticket required a bank card which I swiftly retrieved from the hotel.

And the ticket machine swallowed my card – I consciously said to myself, this is not want I need in order not to say the clichéd “Just what I need”.

Thankfully, the transport security guys were there and they got to station supervisor to retrieve my card before my holiday went tunnelling into desperate despair.

The night had only begun, I should be out for dinner soon and one can only say Barcelona would be fun.

HTC Trinity - Connects, Works & Pleases

Mobile Phone does kitchen sink

Managing a new gadget is not that easy, only last month after failing to get Orange Netherlands to provide me with a smartphone in English for the past 18 months, I went out and got me one from one of those Internet outfits that do SIM-less mobile phones.

After reviewing everything I could find on the market, I decided on the HTC P3600 (codename HTC Trinity) smart phone in Bakelite black which gives you all kinds of connectivity including Wi-Fi and a flaky GPS functionality.

I had hardly switched it on and I was updating the ROM and many other things as I got accustomed to the keyboard and other interesting functions on the device.

Previously, I had used Bluetooth to transfer all the phone contacts on my SonyEricsson T610 phone to Microsoft Outlook; it was then a seamless transfer unto my new device.

Backup it up, do it now

When I consider how much data gets stored on mobile phones, it does not bear thinking of, the circumstance of losing all that data - in fact, I once had an Orange SPV 200 phone which allowed me to store all my phone data on an Orange server, unfortunately, out of a 2-year contract, I only got 6 months of service out of that phone.

It wasn't till about 3 weeks of usage that I found the Block Recogniser input method which uses the Graffiti script recognition that I mastered as a user of the HandSpring Visor Deluxe many years ago, but getting to write the G was a bit of trouble for quite a while.

By then, I had bought the Full Screen Keyboard from SPB Software House which seems to function for none of the applications I use; I am also shy of Pocket Word after typing in almost 2 pages of text only to find that some quirk in the device would not save my document. I now use the InkWriter/Note Taker application which I can open in Microsoft Office Word on my desktop and that is fine with me, lightweight functional and effective.

Mini-SD in playlist creation

Only yesterday, I had to acquire Storage Tools from SoftWinter because the 1GB mini-SD card suddenly disappeared half a gigabyte of music files and there was nothing I could do to retrieve my files; imagine, I lived with that for almost 2 weeks, it had become a seething nuisance I could no more entertain; after copying the data I could find to disk, I ran the Storage Tools analyser which started creating 16KB CHK files; well that was trouble I was not willing to entertain any further either.

A quick reboot saw me reformatting the mini-SD card and then putting back the data I had backed up elsewhere, just a quarter of my Classical Music library and we were ready to go.

I launched the Window Media Player 10 Mobile for Pocket PC application and could not find a way to create a Playlist, in fact, many forums had indicated you had to create an ASX file and then upload that to the device.

That was not going to work for me, I had randomly selected the files I wanted on my device, I needed to be able to create the Playlist on the device itself, before long I was installing the Playlist Manager freeware to handle my music files in situ - I created the Playlist but could not get the device to use it.

Whilst the device was playing back some music, I clicked on the Now Playing option, then on the Menu and found the option Save Playlist..., clicking on that, I was able to give the playlist a name and it automatically loaded all my files into the new Playlist and there I had it. One can create Playlists on a Windows Mobile 5.0 device, if you know how to do it.

Live Searching the wrong country

So, this morning as I ended up in the Microsoft home page in the USA, there was a picture of a fresh faced developer you might not be too familiar with along with an advertisement for Live Search for your Windows Mobile device, a facility that gives you information about services, directions, traffic and businesses and in your area; but when I checked, it only had information for the USA and the UK, nothing for the Netherlands.

It would appear Microsoft has a competitor to Google Earth called Microsoft Virtual Earth all on my mobile device, it would appear, for now and for the near future, I have a mobile phone that works, no need for an iPhone just as I have had no need for an iPod.

Meanwhile, as I explored the world at my stylus-tip, I scrolled down to Africa, I homed in on a location that brought back memories of childhood - to be continued in another blog.

If only I had an iGadget I liked

Managing MP3s

I am hardly a gadget freak, most probably a technophobe of sorts. I find that I only get gadgets that particularly suit a purpose I have and sometimes no one has been thinking along those lines.

Years ago, I had a number of speech and sermon files which were fragments of talks that needed to be kept in a particular order and played back in that same order to make sense of what was being said.

At first, I put the MP3s on CD but that could only take so much, I needed a device that could handle gigabytes of information, read MP3 tags, allow album arrangement and sequencing by track number.

There were so many MP3 CD players and hardly any hard-disk based portable players that offered all that functionality until I found the Creative DAP (Europe) or Nomad II that appeared to do everything I wanted then – this was before the iPod days and before long 6GB of disk space was insufficient for my needs.

I never got a new MP3 player, but a good friend gave me a 20GB player soon after, I have not asked for a bigger one, but it met my requirements. The market is now filled with entry-level 512 MB MP3 players, that would never have fulfilled my requirements 7 years ago.

Eventually, I found out about the SLiMP3 which allowed you to manage your MP3 files on a server over a network which then linked into your amplifier, there has been much evolution but no revolution.

A phone that works

Everyone who has a mobile phone probably has all their numbers on that device and hardly a backup of that information on some other storage medium be it a computer or on paper.

Indeed, I have not been satisfied with the snail’s pace of development in the home phone; you have integrated answering machine, remote access, possible Short Message Service (SMS) and hands-free functionality.

I have just over 200 numbers on my mobile phone, but there is probably only one phone on the market that allows you to transfer the information from your mobile phone to your home phone.

You either spend six Saturdays clicking each number into the home and all you need is a few names with letters that require a multi-press and FOILS is a matter of clicking 16 times and then an 11 digit number with all the OKs, each entry is the development of repetitive strain fatigue.

It makes you wonder why more devices do not exist to backup you mobile phone data to your PC and a USB cable can used to upload the information to your home phone, in fact, the date should be in your computer address book where it can be corrected, uploaded to your mobile phone and transmitted to your hands free home phone by infra-red, blue tooth or some other wireless means.

The iPhone is a revolution

I have been with Orange for just over 4 years, in the first 3, I had a contract, but now, I have a rolling renewal which is more-or-less a monthly contract.

This is because, I cannot find a decent phone to do what I want because mobile telephony companies prefer to maximize their profits than provide services that are beneficial to their customers.

There are very few phones that take advantage of WiFi connectivity, and where they exist, they are inflexible dud systems, the sophisticated devices cannot be found on the vendors’ shelves.

For instance, I want a phone that serves as a fully functional portable PDA and it does not have to be a BlackBerry where charges for having that kind of device for personal use are prohibitive.

Customer service rating - 0

When I did find a phone I could tolerate, it was running a Dutch operating system, now, Orange is at least a European company and I could not persuade anyone I contacted in that company to one phone configured in English even if it involved shipping it from the UK. There is a lack of initiative that pervades that company.

Worse still is when the latest version of one phone is available in one country and not available in another even though it is the same company and Orange has been a culprit in that matter many times.

In fact, mobile phone companies are going the way of the record and film companies, their inability to innovate and capture the essence of changing demands even provide groundbreaking devices means that outsiders would capture that market and change the face of it before they catch out that they have lost what used to be their niche.

I probably would never get an iPhone, just as I do not have an iMac, iPod or iGadget, but if this amazing innovation gets Nokia, Sony Ericsson, Motorola to make useful products like HTC is introducing to the market and then take on ideas like iPhone such that I should never have to click the 7-key four times to start to say Sorry, we would have come a long way.

Extortionate prices

I am also seriously irked by the fact that with Orange in the Netherlands, France and the UK, I still end up paying prohibitive rates for making and taking calls when I am not in my home country.

These companies are dragging their feet on what should have the European Commission really laying down the law for competitive change on roaming charges. I cannot even tell you that WiFi connections in hotels average €22.00 for 24 hours with Vodafone being the most expensive at €29.50 when I am in Germany – it is utterly extortionate that one has to pay these prices in Europe for rotten phones and un-integrated infrastructure.

The sooner iPhone rocks this cosy boat, the better it would be for customers, now, iPhone does still have its issues, but the goal posts have moved and there is now a new paradigm in mobile communications coming to you in June.

More so, Apple struck a deal with Cingular in the United States where Cingular had to modify their services to accommodate additional features like the voice mail system, the whole methodology needs to change and thanks to Apple, we would yet see change in this rather tired market.