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Hi, I’m Brad Feld, a managing director at the Foundry Group who lives in Boulder, Colorado. I invest in software and Internet companies around the US, run marathons and read a lot.

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Starwood and AT&T #FAIL And Bless Me With $180.76 Of Phone Charges

Comments (113)

Put this in the “every business traveller thinks this on a regular basis” rant category. Sure – I’m whining, but I imagine I’ll feel better after I get done. I doubt it has any impact on the universe, but hopefully it’ll be a story that rings true to some of you out there who travel as much as I do. And to my friends at Starwood and AT&T, you made my day yesterday, which was already intense, a lot harder than it needed to be.

I just woke up, made some coffee, turned on my computer, and noticed that my hotel bill was shoved under my door. Last night before I went to bed I tweeted “Dear AT&T and Westin Hotel Wifi: I give up. Good night.” I rarely look at my hotel bills but this time I was curious so I grabbed it. $323.10 for the room, $32.32 for State and County Tax, $9.95 for Internet Service, and $180.76 for 10 telephone calls.

Remember that I said I rarely look at my hotel bill. I travel constantly and I’m what I’d describe as a high end utilitarian traveler. When I travel alone I’m not terribly picky about the hotels I stay at, generally prefer modern to classic, just want a dark, clean room that I can make cold at night, and want to be left alone. I try to be super polite to the hotel staff while simultaneously very low maintenance.

I used to be annoyed that I’d pay $500 or more for a room and get hit with a $14.95 bill for Internet access. I stopped being annoyed by that a while ago and just view it as part of the cost of the room. I don’t watch television so my time in the room is spent working on my computer, talking on my cell phone (or my computer via Skype or Google Chat), sleeping, or being in the bathroom. That’s it. Oh – and I appreciate the free coffee service in the room since I get up at 5am and there’s rarely a coffee option anywhere until 5:30am.

Yesterday at about 2pm I arrived at the Westin Arlington Gateway. I’ve got a set of meetings tomorrow at the National Science Foundation so I’m staying down the block. My amazing assistant Kelly had scheduled a dozen phone calls between 2pm and dinner so I figured I’d just sit in my room and grind away on calls and email. A few of my calls where Skype calls and my phone number is a Google Voice number so I’d just sit in front of my computer and work in between the calls.

When I checked in at 2pm, the room they had assigned me to wasn’t ready. The guy checking me in was super nice, asked me a bunch of questions (do you want a high floor or a low floor, near the elevator or away from the elevator) to which I answered “I don’t care – whatever room you have will be fine, and found me a room. He informed me that my Starwood preferred number was on file (whatever that means) and was very  polite.

I plopped down in my room, took out my laptop, went through the “connect to the Internet” process which appeared to cost $9.95 for the day, and got to work.

After 10 minutes I knew I was screwed. The Internet performance was painfully slow. Since I had back to back calls, I didn’t have a window to call “tech support” and have them take a look so I put up with it for a little while. I figured I’d use my iPhone as a hotspot as the backup and switched over to it. That was even worse. I tried to make a phone call with my iPhone instead of Google Voice. It took three tries for it to go through and then it dropped after 60 seconds.

I was officially in RidiculousTelecommunicationStan. I struggled through the first few calls (anyone on the other end, especially the poor souls on Skype, could probably sense my frustration and theirs was probably higher) before giving up and switching to the landline in my room. Yes – a landline. I had to think for a moment whether to dial 9 first or 8 first (remember that I’m in a hotel), got it right, and simply made all the calls from that phone. Internet performance was still miserable, but by using Sparrow I managed to work “semi-offline”  and the emails went through what seemed to be simulating a 2400 baud modem.

Eventually I had 15 minutes between calls so I pressed the “Service Express” button on the phone to ask for Internet tech support. The nice person took down my info and said someone would call me back. They did 15 minutes later which overlapped with my next call. I eventually called them back just as I finished up but before I left for dinner. We did all the standard troubleshooting things which indicated that the Internet was slow and after an escalation, resulted in someone “resetting a router” remotely. I went to dinner, was about 15 minutes late, but was optimistic that when I got home I’d be able to jam through another hour or so of email.

No such luck. After calling Amy on the land line and saying goodnight, I struggled through 15 minutes of email before deciding to just screw it and go to bed. I tweeted out my frustration and quickly got a response from @StarwoodBuzz that said “Sorry about that. If you can DM us your stay details in full, we can do our best to help. We’ve followed you.” Nice, but I was done for the night, closed my laptop, and will DM them this blog post and see what happens.

And then I woke up this morning, started a cup of coffee, and noticed by $180.76 bill for 10 phone calls. Total stupidity on the part of Starwood where I’m apparently a “not very preferred guest.” It’s been a long time since I resorted to using the landline in my hotel room and it didn’t even occur to me that they’d rip me off like this. I remember staying in a Marriott near an airport recently and the cost for Internet and unlimited long distance phone calls was $9.95, so I’m doubly perplexed. And I don’t see any of those little plastic signs saying “if you use this phone to make a call we are going to charge you $2 per minute” (which is what it appears they were charging based on a few of the calls.)

I can’t remember the last time I made a fuss when I checked out over a hotel bill. I’m sure I eat some extra charges her and there, but whatever. This morning, when I head downstairs, I’ll ask to have all the phone calls taken off my bill. We will see what happens.

In the mean time, I’m going to keep reminding myself that this is 2012, not 1996, where we are just discovering the expensive magic of Internet in hotel rooms. I look forward to 2024 when I no longer have a landline in my room and the Internet works flawlessly for the $9.95 I pay a day to use it. Or maybe AT&T will work in the middle of Arlington, Virginia. Or maybe pigs will fly.

Update: The manager at the Starwood Arlington left a message for me that he had reversed all of the charges. So he did the right thing and I appreciate that. An AT&T customer service person also called and assured me he would talk to the hotel and explore if there is a dead spot in the area. I’m now on Acela to NY where their Wifi doesn’t work for shit but AT&T is tethering ok today. Now, if I could only get the soccer mom two rows up to stop telling stories about her 7th grade son’s soccer team I’d maybe be in a less grumpy place.

Software Beats Network In My Book

Comments (33)

Remember rock / paper / scissors?  It’s a beautiful kids game that unlike tic-tac-toe regularly results in a winner.  Paper always beats rock.  Rock always beats scissors.  Scissors always beats paper.  But what happens when you only have two – say “software” and “network”.

Whenever I’m at a Silicon Flatirons event, I always get into an argument with someone from the telecom world about “what the Internet is.”  Most of the time I try to listen patiently for about 30 seconds as the telecom person explains to me how without them there would be no Internet and the applications that exist are merely “traffic” on “their network.”  They then try to tell me crazy things like “no one will ever need more than 100 Mbps” and say snarky things like “who knows, maybe Google will spend more on their 1 Gbps buildout then they did on the 700 MHz spectrum.”  I try to remind them that when I was 13 someone told me “you’ll never need more than 48k of RAM” and then again when I was 18 someone told me “you’ll never need a hard drive bigger than 10MB".”  Oh, the things people say in the throws of competitive pressure.  Innovation?  Who needs innovation.  Let’s take a big helping of regulation instead.

As someone who has been involved in creating software in one form or another for the past 25 years, I know I’m biased.  I happily live in my little parallel software universe, generate huge amounts of data that travels over these complex networks, and pay a lot of money each month for the privilege.  If you add up all of my bills – Comcast in multiple houses, a Qwest T1 to my house just outside of Boulder (since Comcast doesn’t get there), a Verizon MiFi, AT&T for my iPhone, Tmobile for Amy’s Dash, Verizon for a Droid we don’t use, lots of connectivity to my office, and probably some other stuff I don’t even know about, it’s a big number.  Oh, and that doesn’t even count all the connectively that the companies I invest in use.  You’d think – for all this – the network would be the driver of my behavior.

But notice the different providers above.  Comcast.  Verizon,  AT&T, and Tmobile.  I know my friends at Sprint must feel left out – I’ll have to figure how to get something on the Now Network.  Oh yeah, I’ve got DirectTV in one location (the one with the T1) because of – er – no Comcast to my house.  These companies are all household names for me because they spend ridiculous amounts of money on advertising – not because I love them.  Do you love any of them?

I had an interesting experience in New Orleans over the weekend.  After a day, I turned to Amy and said “have you noticed that almost everyone is walking around with an iPhone?”  I was amazed by the incredible the penetration of the iPhone.  I followed this up with “I wonder what they are all doing since I can’t get a signal on this thing worth a shit.”  Then, during the marathon on Sunday, I noticed that the vast majority of runners who had a device had one of three devices: (1) A Garmin GPS watch, (2) an iPhone, or (3) an iPod.  That was it.  Every now and then someone had a different phone.  But the number of runners with iPhone’s was remarkable.

I can assure you there weren’t using the phone for the network.  It’s pretty funny to watch someone at mile 15 of a marathon on the phone saying “Hello – can you hear me?  Damnit – fucking AT&T.”  Yes – I heard that once.  During mile 15.

I predict all those iPhones were out there because of the software, not the network.

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