Thanks for your quick and sincere reply, I believe that you can supply much better service to the customers in the future, for I have been thinking Shangri-La is the 5-star apotheosis.
However, please understand that I have fully paid; I haven't got basic right for sleeping. It's really very sorrowful. After working, its 1 o'clock in the midnight, I came back to the hotel and hungered for sound sleep. To my dismay, I haven't got the basic right for sleeping, who should be responsible for? When booking the room, I have asked detailed requests; you didn't fulfill your responsibility. Who should be responsible for?
I know the service is supplied by people, faults are unavoidable; I fully can accept the fault. Because I deeply believe that high-quality service will reach the top with constant improvements. To my dismay, you only made a promise that I can get a free room next time. I think it's really very unreasonable. Therefore, please forgive my feeling, please make a reasonable arrangement.
If any question about it, Please feel free to contact me. Thanks!
发送时间: 2010年7月26日 17:38
主题: Fw: Performance Monitor – Guest comment
Thank you for taking the time to complete our Guest Satisfaction Survey. We very much appreciate your feedback on your time with us although we were very concerned to read about your experiences whilst here.
I have asked the Executive Housekeeper to inspect the rooms you occupied in detail as the conditions you describe are far below our usual high standards. If I were you I would have been extremely annoyed by this experience and the inconvenience caused. To have rooms smelling of smoke or with rubbish on the floor is not acceptable and I assure you we will take the necessary steps to stop this from being repeated. Evidently we will need to conduct some retraining for our staff on these points.
I have also asked our Front Office Manager to explain why you received a noisy room as you describe. We should endeavor to ensure all our guests receive a good night's sleep. Evidently we will need to make further steps here as well.
I do hope that you will accept my personal apologies on behalf of the hotel for these incidents and the inconvenience caused. We have made a note on your profile that we must upgrade you to a suite on your next visit by way of a further apology. We do hope that you will accept this proposal as we would like the opportunity to win back your faith in our hotel. Please contact me directly as I would like to oversee your booking personally.
If I can be of any further assistance to you in this or any other matter please do not hesitate to contact me at your earliest convenience.
Futian Shangri-La, Shenzhen, China
4088 Yi Tian Road, Futian District, Shenzhen, Guangdong 518048, China