Paul Wallbank – Brilliant Communications

Tag: travel

Travel review: Marriot Marquis, San Francisco
San Francisco’s Marriot Marquis is a welcome place to rest after a tough flight or a long day at a conference, just be careful when you take on the coffee machine.

The first impression of the Marriot Marquis San Francisco when you step out of a cab is that it is a very busy place. Being situated next to the city’s Moscone Centre makes it is the centre for the convention trade which overruns the hotel when a big convention like Dreamforce is on.

Something all major conference destinations do well is dealing with crowds and the Marquis is no exception. The reception desk is efficient, fast and friendly – right down to having no problem with a check-in earlier than the stipulated 4pm. Exactly what a traveller needs after a cramped 13 hour flight.

The room

A standard room at the Marquis is a comfortable size with a genuine king sized bed. Beside the bed is a clock radio that is simple to set and actually works, this is something many other hotels should take note of.

There’s plenty of room to spread out with a good sized bath, plenty of storage space and a deep wardrobe. In the wardrobe is the standard digital safe for valuables.

On the TV there is the usual range of cable TV, free to air stations and in-house movies. Interestingly the cable selection included Russia Today but not the BBC World Service or Al-Jazeera.

Power sockets are plentiful including two mounted on the writing desk for easy laptop charging. Wireless networking, which costs an extra $14.95 a day, gives reasonable download speeds and is more than adequate for most cloud computing tasks.

The Coffee Machine of Doom

Unlike the user friendly beside clock the one cup drip coffee machines are quite possibly the most difficult devices ever installed in a hotel room.

The evil Marriott coffee maker

Thinking the first one was broken, I sent it back. It turned out it wasn’t but I never quite got the knack of figuring out how to work them.

Along with being horribly user unfriendly, the disposable cartridges in the thing are horribly environmentally unfriendly. Generally give the things a miss and visit one of the many good coffee shops in the neighbourhood.

Fitness Centre

The fourth floor fitness centre features the usual range of equipment but in a complex the size of the Marriott expect it to be busy at peak times, at 7am the place was packed.

The Marriott Marquis’ swimming pool

Upstairs on the fifth floor is a respectable 30ft swimming pool which doesn’t get too busy, however more than four lap swimmers at one time will be difficult. The pool is quite shallow at one end and enthusiastic tumble turners should take care at the end of their laps. Note the pool opens at 6am, half an hour after the rest of the fitness centre.

Location

For attending conferences at Moscone the location is unbeatable and being right on Market Street in downtown San Francisco with Union Square, Westfields and all the major shopping outlets close by.

Harbourside tourist attractions are some distance from the hotel although the Marriot is close to the Powell terminus of the city’s iconic cable cars to Fisherman’s Wharf. The vintage K-Line street car service also runs to Fisherman’s Wharf via the Embarcadero waterfront.

Both the BART and Metro are around the corner at the Powell Street Station – the BART takes half an hour to San Francisco airport but it’s unlikely you’ll need that if you can afford to stay at the Marriot. Cabs to the hotel are around $65 including a 20% tip.

Overall

It’s difficult to fault the hotel as the service is friendly and efficient while the rooms are comfortable with all the features required for a good business stay.

Overall, if you’re not on a tight budget and you’re attending a conference at the Moscone Centre or have business in the SoMA district then the Marriot Marquis is a good choice. If you’re in San Francisco for the tourist experience or you have business in the Financial District then you’ll probably find hotels closer to what you’re in town for.

Paul travelled to San Francisco and stayed at the Marriott courtesy of Salesforce to attend their Dreamforce conference.

Similar posts:
November 25, 2012
Economy Plus – the United Way
One of the tough things about long haul, overnight flights is getting a decent night’s sleep. I find this can only be done in a windows seat where you can snuggle against the fuselage and get reasonably comfortable. So it’s a priority to get those windows seats for a big flight.

With the return flight to Sydney from San Francisco it turned out there were no window seats in the basic economy section so a $150 upgrade to United’s Economy Plus section was needed to grab one of those essential windows seats.

Check-in

The United online check in, while clunky, still worked and the upgrade to Economy Plus was a simple online credit card transaction with a straightforward seat allocation, the selection was painless and effective.

At San Francisco airport the check in, albeit three hours early, was friendly and quick with no quirks and thankfully the seat allocation had been kept.

One thing to keep in mind with United’s seat allocations is they reserve the right to change them and even kick you out of Economy Plus, albeit with a refund of the supplement, if the flight is full and the Sydney flights are usually packed.

So it’s a good idea to get the airport and check in early to reduce the chances of losing your seat which is highly likely if there’s been disruptions elsewhere in the United network meaning connecting passengers have missed earlier flights.

Getting through security is the usually fraught hassle however the TSA staff deal with flummoxed tourists and language barriers with a brisk efficiency. Keep your sense of humour and accept that travellers’ dignity was one of the early causalities of the War On Terrorism and the process shouldn’t be traumatic.

Airside

San Francisco’s International Airport is a delight compared to the snarling, customer unfriendly Sydney Airport. While food outlets aren’t cheap, San Francisco’s are decent and there’s plenty of accessible power sockets, working desks and free wi-fi that works.

The gates themselves can be some distance from the facilities so be prepared not to stray too far. The gate lounges themselves are fairly spartan and there’s no reason to wait there until a few minutes before the aircraft starts boarding.

The seats

Sadly I didn’t get the aircraft registration numbers for this flight or the previous inbound trip but it appeared that this plane was newer – say mid-1990s – than the flight into San Francisco which could well have been one of the first 747-400s ever built in the late 1980s.

United Airline’s Economy Plus is far more comfortable than standard economy

The Economy Plus seats’ additional 3″ of legroom are definitely worth it. The moment you get in the seat, you know the extra room makes a much more comfortable trip than the cramped 31″ of standard economy class.

One thing to keep in mind is that while Economy Plus adds nothing more in service, being at the front of the economy cabin does mean you get first choice of food, beverages and easy access to the middle toilets which is a slight advantage over those crammed at the back. It’s also a little quieter as the seats are over the wing rather than behind the engines.

Another benefit with the additional pitch is that you don’t get a faceful of headrest when the seat in front of you reclines so it is possible to work on a laptop, read or eat in comfort even when the person ahead of you is still sleeping.

Inflight entertainment

While the system was still the shockingly decrepit 1990s cabin screens, there were for some reason additional choices on the audio channels including a classical music selection which made it far easier to relax than cheesy 1980s love songs or gangsta rap.

Naturally there was no inflight power in the cheap seats so take advantage of the plentiful power sockets at SFO to make sure you’re fully charged before boarding.

Shortly after take off the cabin crew come around with meals. Overall the cabin crew seem tired and beaten, while they aren’t rude or unpleasant one wonders if they have all received too many stern memos from management about being friendly to customers.

Food

An interesting thing about cheap airline food is how they cook and serve it in ways that make it difficult, if not downright dangerous to eat with plastic cutlery.

Careful trying to cut that chicken

In this respect UA 863 didn’t disappoint. The tough, mystery chicken lying under a red sludge masquerading as barbecue sauce was difficult to cut and risked sending one’s drink flying into your neigbour if you weren’t careful. This isn’t helped by the weird ridges United insist on putting underneath their trays.

The bread had a strange chemical taste while the Love and Quiches Double Chocolate Crunch Bar was the highlight of the meal. The red wine was nice as well.

After as good a night’s sleep as one can get in an economy class seat, breakfast was served around two hours before landing in Sydney. Again it was tough to eat.

You’ll need lots of syrup to soften that tough toast

Like the chicken earlier in the flight, the French toast was tough to cut and hard to eat. Fortunately a good soaking in maple syrup makes it almost edible.

The fruit salad was spartan but fine while the cold croissant tasted strange like the roll served the night before. It’s a shame United can’t find one of San Francisco’s excellent bakeries to supply their bread.

Arrival

The plane arrived on-time and without problems with immigration straightforward after dodging the embarrassing and garish duty free ripoff shops.

Customs is the standard mass brawl that’s normal for early morning international arrivals at Sydney when a dozen or so wide bodied jets arrive at the same time from Europe, Asia and the US.

If you have the choice, it may be worthwhile choosing a flight that arrives in Sydney after 8am so you can avoid both the customs hall and traffic peak hours.

Once past customs it’s welcome to the snarling, belligerent and anti-traveller horror that is Sydney Airport. Get out of there as quick as you can by train, taxi, bus or car.

Note if someone is meeting you, the pick up area is on the far side of carparks A and B. It’s not marked for either passengers in the terminals or for those driving into the complex. None of this is an accident and it’s best for both parties to have mobile phones so they can co-ordinate movements.

In many ways the customer hostile attitude of the Sydney Airports Corporation is good news for United Airlines as it makes their tired inflight service feel warm and inviting.

Overall the United Economy Plus option is worth the extra $150 charge to at least get earlier service and more legroom if you have to fly UA. It’s difficult though to recommend United while they fly such awfully old equipment and you should only consider it if the connections or the fare make them the best option.

Similar posts:
September 24, 2012
Travel review: Jupiter’s Hotel and Casino, Gold Coast
Jupiter’s was built in the late 1980s as part of Australia’s initial casino mania. Today it’s looking its age despite several refurbishments in recent years.

Apart from the gambling room, the complex’s main attraction is its proximity to the Gold Coast Convention and Exhibition Centre.

Location

Jupiter’s Hotel and Casino is located centrally on the Gold Coast in Broadbeach, around 4km South of Surfers Paradise and 20km North of the Airport, right next to the Pacific Fair shopping mall.

The Casino sits on its own island some 500m away from the beach. The Gold Coast Convention Centre is a 200m walk from the hotel across an open air walkbridge.

Most of the time that walk will be fine but be prepared to get soaked in wet weather.

There is also a cheesy and largely pointless monorail that runs to the shopping complex across the highway. The $3 fare is reportedly waived for hotel guests but check at reception first.

Check-in

The front desk staff are friendly and helpful. There was no problem with checking in two hours before the official check-in time.

Asking reception for some fresh milk for the tea making facilities was no problem.

Rooms

While it’s claimed there have been ongoing refurbishments since 2008, the rooms are dated and tired, despite a relatively recent paint job.

Beds are comfortable and the blackout blinds do a good job of plunging the room into darkness and keeping the early morning or late evening sun out of the room on a hot day.

The bathroom, mini-bar and tea making facilities are basic but adequate. Each room has a digital combination safe as well as ironing equipment.

One aspect of the 1980s legacy is the scarcity of power points with only one double power outlet next to the fixed desk unit. Luckily there are nearby shopping centres to buy a powerboard if you can’t borrow one from reception.

Rooms have wireless and wired Internet available for a fee, although it may waived for convention guests. Surfing and downloads are extremely quick.

Amenities in the room are satisfactory with the standard range of free to air and cable TV stations including CNN, Bloomberg Asia and Sky.

Unfortunately the room doesn’t have dressing gowns and it’s little touches like that which let the hotel down.

Fitness Facilites

the Gym is well equipped with the usual range of weights, rowing and walking machines and open from 5.30am on weekdays.

It’s open to the public and could get crowded at busy times. The weekend times are fairly limited with Sunday being a stingy 8am to 4pm, Saturday’s are 7 to 5.

If you want a swim, there’s a large, warm pool next door to the gym and lap swimmers can get a 25m stretch if it isn’t busy. The pool area is open from 6am to 9pm and also has two spa baths.

Overall impressions

Jupiter’s desperately needs an investor to spruce the place up. The public areas are looking run down with chipped tiles and scuffed walls. Generally there’s a faded 1980s vibe about the place.

That 1980s feel also comes from the patrons, a midweek stay at Jupiter’s will find you sharing with a lot of grumpy seniors who are presumably playing the pokies (slot) and games in the casino.

In many respects Jupiter’s reflects much of what is wrong with Australian hospitality — a 1980s property that hasn’t had the investment to compete in the 21st Century catering for a declining, low value segment of the marketplace.

Overall the hotel is adequate but there are better deals to be had on the Gold Coast.

If you’re attending a conference at the Gold Coast Conference Centre then it may be worth checking out rooms at the nearby Sofitel or the many serviced apartments in the Broadbeach area.

Paul stayed at Jupiter’s Hotel and Casino courtesy of Microsoft when attending the 2012 Australian TechEd conference.

Similar posts:
September 13, 2012
Travel review – Jetstar JQ406 Sydney to Coolangatta
One of the delightful aspects of the low cost airline model is the contempt management has for their customers.

That scorn for the people who fund management’s salaries is guilty pleasure to watch on a third rate TV “reality” show, but it’s not fun when you’re on the receiving end.

So with a fixed smile and a grim determination not to to let the bastards grind me down, I headed to Sydney Airport to catch Jetstar’s flight JQ406 to the Gold Coast

Check in

It’s no conincidence people make reality TV shows documenting the clash of penny pinching, ticket clipping corporatism with the modern lumpenproletariat; the queues are long and the tempers are frayed.

The key to your temper surviving Jetstar’s check in is not to have checked baggage so you can dodge the general grumpiness in the queues.

Otherwise have your all your documents handy when you get to the check in clerk as they are quite friendly once they realise you aren’t going to mess them around.

Seats

A positive with Jetstar is the seats are spacious and comfortable compared to their Virgin competition and Qantas cousins.

While seat comfort isn’t an issue on a one hour flight it is a plus on longer flights and actually makes Jetstar a reasonable choice if you want to sleep on a ‘red eye’ from Perth.

Meals

As a low cost airline, meals and drinks are an extra charge on Jetstar and really who can be bothered on a mid-morning one hour flight?

During the Flight

An irritation with JQ is the early “turn of electronic devices” policy that sees cabin crew telling you to turn off devices the moment the plane starts its descent.

On short trips this weird policy means as little as twenty minutes time available to use a laptop or tablet, if you want to work on your flight then choosing Virgin or Qantas will give you more time to get things done.

On arrival

Baggage collection was surprisingly slow for a relatively quiet airport and Coolangatta Airport’s management save a few bucks by opening a minimum of luggage carousels which can cause crowds if two flight arrive at once.

Getting away

Coolangatta Airport is a delight for transport with plenty of taxis, including Maxi Cabs that seat half a dozen people and a regular city bus service that runs the length of the Gold Coast.

Overall Jetstar delivers what it promises, an 21st Century air flight that does its best to imitate a 20th Century bus.

If there is an alternative at a reasonable cost then go for it, otherwise accept the low prices and avoid checking baggage.

Paul travelled to the Gold Coast courtesy of Microsoft to attend their Australian TechEd event.

Similar posts:
September 11, 2012
Losing the hospitality battle
Travel review site Tripadvisor released its 2012 Industry Index examining the 25,000 responses from hotels around the world and 1,000 Australian hospitality businesses who took part in the survey.

The index covers a wide range of areas of how the hospitality industry is dealing with connected customers, the web and how hotels are dealing with the relative performances of markets in Europe, North America and Asia.

A disturbing part of the survey was how many smaller businesses are falling behind their bigger competitors with less than half of Australian Bed & Breakfasts agreeing the statement that an “ability to book via my property’s website on a mobile device is ‘very important,” while 70% of hotels agreed.

The failure of smaller properties to engage online is borne out anecdotally as well, at a recent business breakfast a B&B owner – whose main business was furniture retailing – moaned about the negative TripAdvisor reviews his place had.

When it was suggested he might want to engage with the unhappy customers, the proprietor threw his hands up and said “our solicitor told us that it was too expensive to sue.” He wouldn’t accept that the dissatisfied guests might have a legitimate complaint that should be addressed.

At the same time larger hotel chains have full time teams monitoring comments on Tripadvisor, Facebook and other online forums, fixing problems that are being mentioned and then telling the world they have resolved the issue.

There’s a good reason for this. Ask someone planning a major holiday and you’ll find almost all of them are reading reviews on sites like Tripadvisor, Fodors or Lonely Planet’s Thorn Tree before booking accommodation or flights.

While many of the hotel management responses are boilerplate – repeated replies like “Thank you for your review and we appreciate you taking the time to share with us your experience as we are always pleased to receive feedback from our valued guests” is not what social media or customer service is – at least there is a perception that senior management is listening.

At many establishments senior management really is listening, a country manager of one of the world’s biggest chains describes how his three person team sends him a report each day of any complaints being listed online. These are checked out and any systemic problems they find such as surly front of house staff, poor housekeeping or incorrect billings are addressed immediately.

Having a direct line to happy or dissatisfied customers is one of the major benefits social media offers businesses. That smaller hotels aren’t doing this while their multinational competitors indicates the independent sectors of the hospitality industry are falling behind the majors.

The furniture shop owner with a B&B investment illustrated the problem, not only was he not engaging with dissatisfied customers on TripAdvisor, he had no idea whether his businesses were listed on Google Places, Facebook or any other online listing service – “my wife does that” was his dismissive answer.

Possibly the most overused quote in modern business is ice hockey star Wayne Gretzky’s “skate to where the puck is going to be, not where it has been”. Those smaller hospitality businesses not taking the mobile web, review sites or social media seriously aren’t even in the skating rink in today’s game.

There’s a lot more interesting ideas in the TripAdvisor report that should have any hospitality thinking about how customer service and marketing are evolving in a connected society. It’s worth a read.

Similar posts:
August 13, 2012