Edwardian Radisson, London - failed!!!

The Vanderbilt hotel now owned and run by the Radisson luxuary brand, Radisson Edwardian, is certainly a looker in the south Kensigton area of London. I decided to give it a series of tests to double check whether it was to match what it claims it stands for:

"The Edwardian Era was the age of innovation. For so many reasons, that era provided the inspiration for the name Edwardian Hotels."

As John Kennedy, programme director at Edwardian Radisson, was just putting it:
"This is just to let you know that now when you stay with us throughout Europe, the Middle East or Africa you can now get Broadband access as part of our E@syConnect Service at Radisson SAS hotels and you won't have anything to pay." Worth doublechecking this piece of news so I called the hotel and asked reception whether wifi was enabled in each room. It did not take them long to figure out who could help but I did not get a response straight away, mind you, not many hotel staff know about wifi in my experience. I got a call back later so I guess they passed this first test eventually.

Second test, I did forget my my frequent traveller card Goldpoints in purpose but had the number stored in my Pocket PC. The receptionist was kind of confused, was not sure of this programme but eventually took it to store it with my stay so that I can reveive my points.

A couple of weeks later, there were still no points so I contacted the customers' services
and here was the reply:
" Unfortunatelly it's not possible to receive points for Radisson Edwardian hotels with goldpointsplus card.

You can only receive points for Radisson SAS, Park Inn, Country Inn or Regent hotels.

Kind regards,
Epp Saks

Membership Services
goldpoints plus"

Meaning that the receptionist had no clue, I specified in my reply that I was not told this was the case and I went through the whole hassle of searching and giving out this long membership number.

3 days later:
"Thank you for your email.

I am sorry that our programme is leaving you unsatisfied.
I will forward the email you have sent us to the London
Vanderbilt hotel, before I do that please specify who
exactly has promised you that the points will be added, was
it just the reception staff or did you make any agreement
with Managers? If you could send us any names then this
would be very helpful for the hotel in their investigation.

I am looking forward to your reply.

Kind regards,

Maile
goldpoints plus
Member Service Center"

Another person, who was a bit more understanding and apologetic but nothing came out of it of course, I did not take the person's name down and anyway, it was more of a training issue with their staff as I explained this back to Maile at Rezidor SAS Customers' Services

So at the end I threatened them to close my Member account and avoid all Radisson hotels in the future, which they did:

"I am truly sorry to hear this but understand the negative
emotions that you have and the reasons why you wish to
close your goldpoints plus account- this has been a very
unprofessional case handling from the hotel's side and I
will be sure to report it to our Head Office. I am sorry
that the answer you received was unsatisfactory.

As requested I will then close your account and update your
account profile so you will not receive any newsletters or
promotional mailings from goldpoints plus.

Please again accept my sincere apologies for the
inconveniences this has caused you."

Although they tried hard, they failed to retain a high spending customer.

Verdict: Radisson / Rezidor SAS / Goldpoints - failed!!!

Radisson Edwardian