On our trip to Germany back in September we stayed in two Club Carlson properties in Berlin. We stayed at the art’otel Berlin Mitte and the Radisson Blu Berlin. Being a Club Carlson Gold member, I expected an In-Room Welcome Gift during our stay. I didn’t think that we received a gift at either property and was a bit surprised.
On previous stays at Club Carlson properties, we’ve received gifts like fruit plates (delivered to our room) and gift bags filled with a generous amount of snacks and water.
This made me wonder if the In-Room Welcome Gift was only available for stays in the United States. I am pretty sure that we received a gift during our stays in Russia (Moscow & Saint Petersburg) earlier in the year but I wasn’t positive.
I decided to send a tweet to @ClubCarlson, @RadissonBlu and @ParkPlazaHotels.
I received a response from Maurice a couple of days later letting me know that the situation would be looked into and that I would receive a response from each hotel within 7 days. He also confirmed what I had read on the Club Carlson website- all properties participate in giving welcome gifts to elite members.
“I apologize that you were not recognized as a Club Carlson member — all Radissons, Country Inns, Park Inns, and Park Plazas participate in the program.”
I received responses from both hotels within 5 days. Here is what I found out.
- The first response was from art’otel Berlin Mitte– I received a friendly e-mail which stated that they checked with the head housekeeper and she was sure that she left a welcome card with tissues and a little bath duck. I did see some tissues but didn’t think it was a welcome gift. I then went to look in Lucas’ little toy bag because I did recall seeing a duck at some point during the trip. It wasn’t the duck that he received from Austrian Airlines so this must be the duck they were talking about! I responded by thanking them and explaining what happened.
- I received a response from the Radisson Blu Berlin the following day. They were surprised that I got nothing. Based on the internal-treatment distribution list I should’ve received honey and a welcome card. I knew for sure that we didn’t receive any welcome card or honey. After letting them know this in a response, I was told if I happen to come back to Berlin they would offer me an upgrade to a higher category room.
I e-mailed Maurice (Club Carlson Twitter support) once more to let him know the outcome. When I mentioned Radisson Blu’s response, I said that it was unlikely that we would be returning to Berlin any time in the near future.
I decided to ask if there was anything else they could do for me to make up for the lack of a welcome gift and was amazed at the response.
I received a response from a new customer care rep, Dana. Dana agreed that the duck was a great and unique welcome gift like I had said and then apologized for not receiving the honey at Radisson Blu Berlin. Dana then offered to add 10,000 points to my account and wanted to know if that worked for me.
I didn’t hesitate to accept this overly generous offer!
The missing welcome gift turned out to be an amazing deal and now made our two night stay almost 25% off! (We paid 44,000 Gold Points for our two night stay thanks to the Club Carlson credit card’s Stay 2+ Nights, Get 1 Free perk.)
What would you rather have- 10,000 Gold Points or an In-Room Welcome Gift? I don’t think this would be much of a debate.