For anyone who doesn't know, Sandals is a chain of hotels in the Caribbean that is more expensive than most hotels but claims to offer better service. I have been going to Sandals resorts for a number of years now and am starting to become concerned about how much longer I can stand dealing with them. Here is a copy of an open letter I am unfortunately going to have to mail them.
Dear Sandals,
I would consider myself a pretty consistent Sandals customer. I am part of the Sandals Select Club, I have 51 nights stayed, I got married at Sandals, I have a Sandals vacation coming up next week, and just a few weeks ago I made plans to also buy three more Sandals vacations from 2011-2013. I go to Sandals every spring, and I tell people that I think it is worth paying the extra money to get better service.
However, I believe that customer relations by the Sandals organization outside of the hotels sucks. Every year I book a Sandals vacation, and every year I get spammed with email offers. Every year I click on the "unsubscribe" links at the bottom of those emails, and every year I continue to get spammed until I actually leave on my vacation. This kind of advertising is annoying and shameless. People should have a choice regarding whether or not they receive your extra offers, Red Lane Spa advertising, and unsolicited spam.
Frankly, because I have so many nights already invested in Sandals, I am tempted to just get my free week at 70 nights stayed and then stop going to Sandals. Here's chronologically what has happened this year:
1. I booked a Sandals vacation.
2. I received an unsolicited email from Sandals.
3. I received another unsolicited email from Sandals.
4. I received a phone call from Sandals asking me to pay US$300 to upgrade my room type.
5. I received another unsolicited email from Sandals and clicked the unsubscribe link.
6. I received another unsolicited email from Sandals and clicked the unsubscribe link.
7. I phoned 1-888-SANDALS and asked why I was still getting spam, a supervisor said she would remove me from the mailing list and assured me I would receive no further spam.
9. I received another unsolicited email from Sandals.
10 I called again and was told that the Sandals rep I was talking to could clearly see a note on my account to not send me any advertising. She asked me to forward her the most recent 2 emails so she could see where they were coming from.
11. Mere minutes after the above phone call I received another unsolicited email from Sandals.
I do not think that this is an appropriate way to treat customers who have spent in the neighbourhood of CDN$50,000 over the years to go to your resorts. I truly hope your customer service and administrative departments decide to start showing loyal customers the integrity that the hotels and hotel staff have shown for years.
To be honest, I like Sandals, and Beaches, and I like the staff. My problem is with the administrative people who insist on shoving advertising down the throats of customers who pay their fucking salary. Well, let's see what kind of reply I get.