I’m back home from the Amex Luxury Summit at The Breakers and as promised, I wanted to update you on the service response from The Breakers. First off they did not do anything to remedy our dissatisfaction until we complained. And we complained only after they had another service outage.

I had ordered breakfast through room service to arrive at 7:30 am. It did not arrive until nearly 8:30. By that time, I was already in the Summit presentations that began at 8:15. For the breakfast snafu, they did proactively apologize and promised it would not happen again. The person who contacted our room left his number and so I decided to call him since it had already happened to me twice. While we played phone tag (no fault of their’s as it was due to my unavailability), he did promise to adjust the bill and see that we were not charged. I appreciated that very much and it was the one thing they could do to make me feel like they were doing the right thing.

That being said, it was still on our bill when we checked out, so I had to go through it once again. Apparently there was a note attached to my file saying I wasn’t to be charged, so they quickly took care of it, but I’m always a bit self-conscious about asking for a charge to be removed at checkout, so I didn’t appreciate having to mention it. Feeling self-conscious is perhaps not logical, but I guess it is part of my personality.

I would like to give The Breakers kudos for everything else this past weekend. Their service as it related to the summit itself was exemplary, and I loved the friendliness of their staff. The renovations and blend of old and new in the facilities are first-rate, and I can see how it is a favorite of many people.

It’s still not one of the 3 “Best Of’s” out there based on my experience, but it had the potential to be without those service failures.

All the Best,

Doug