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[求助问答] 谁有深圳福田香格里拉的有效投诉途径

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蓝卡会员 鲜花(0)

jbliang 发表在  2010-7-26 10:41:42  | 显示全部楼层 | 阅读模式
我在7月23日入往福田香格里拉, 究竟从入往开始就发生一系列非常不愉快的事情, 最惨是竟然给安排到一个对着24小时施工的房间,搞到整夜失眠.我零晨3点打电话到服务台投诉,她们建议我用耳塞堵住耳朵来解决问题. 等退房的时候,她们又竟然多收了我400百元费用. 我在酒店里已经写了投诉信给他们的GM,但至今还是没有回复.我怕给他的信已经给前台扣起了.而多收钱的事宜,是我今天详细检查帐单的时候才发现的. 种种不愉快的事情,我真想找个高层来谈谈话.希望各位大侠能够帮帮我

黑钻会员 鲜花(83)

管理管理员的管理员

Show 发表于 2010-7-26 10:50:05  | 显示全部楼层
eeee,这个好悲剧啊
楼主当时就要求换房啊

蓝卡会员 鲜花(0)

jbliang 发表于 2010-7-26 13:28:40  | 显示全部楼层
我当时在公司开完会,回到酒店已经1点多了,当时想估计很快就没有噪音了,但到了零晨3点还没停工,才打电话投诉.那个时间再换房,真的很折腾.......

钻石会员 鲜花(2)

x3z4 发表于 2010-7-26 21:01:34  | 显示全部楼层
不太清楚,我也想知道

蓝卡会员 鲜花(0)

jbliang 发表于 2010-7-26 21:45:30  | 显示全部楼层
以下是今天与香格里拉的邮件回复,他们竟然想让我下次入住就免费升级房间,而忽悠我。但我想让免费给我重新入往一晚

Dear ,

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!

Best Regards,




发件人: @shangri-la.com
发送时间: 2010年7月26日 17:38
主题: Fw: Performance Monitor – Guest comment


Dear Mr

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.

Yours sincerely,  
Resident Manager
Futian Shangri-La, Shenzhen, China
4088 Yi Tian Road, Futian District, Shenzhen, Guangdong 518048, China

钻石会员 鲜花(0)

william123 发表于 2010-7-26 22:26:40  | 显示全部楼层
那边在修地铁,已经很久了哦

白金会员 鲜花(0)

yvonneliu77 发表于 2010-7-27 11:12:39  | 显示全部楼层
我每次都在check-in的时候先要求在对着大中华喜来登一面的房间。

白金会员 鲜花(0)

blesszou 发表于 2010-7-31 21:42:08  | 显示全部楼层
现在就对着工地呢,呵呵

银卡会员 鲜花(0)

yaolucas 发表于 2011-10-4 16:40:54  | 显示全部楼层
当时直接电话沟通,要求当面解决是最好的方式。都check out了,再折腾,没效率。不如算了。大不了以后不住就是了,哎

白金会员 鲜花(0)

corbaejb 发表于 2011-10-4 19:49:18  | 显示全部楼层
yaolucas 发表于 2011-10-4 16:40
当时直接电话沟通,要求当面解决是最好的方式。都check out了,再折腾,没效率。不如算了。大不了以后不住就 ...

是这样。。。

钻石会员 鲜花(3)

为人民服务

letgo 发表于 2011-10-4 21:43:20  | 显示全部楼层
没机会住这家
IHG SRA, SPG Platium

蓝卡会员 鲜花(0)

delinda 发表于 2011-11-10 21:01:14  | 显示全部楼层
看了你的邮件以后我还是奋不顾身地选择了福田。。。可是。。。房间没噪音了。。。倒是后来破事一大堆。。。。把我郁闷的。。。。我来安慰你一下

钻石会员 鲜花(5)

我是小国 发表于 2011-11-10 23:45:08  | 显示全部楼层
apartment那面很安静的,都是套房
IHG:RA,SPG :P

白金会员 鲜花(0)

xiaohan 发表于 2011-11-28 21:27:53  | 显示全部楼层
yaolucas 发表于 2011-10-4 16:40
当时直接电话沟通,要求当面解决是最好的方式。都check out了,再折腾,没效率。不如算了。大不了以后不住就 ...

此乃正解,事后投诉效率不高啊

钻石会员 鲜花(16)

saviolajyq 发表于 2011-11-28 21:32:29  | 显示全部楼层
问题要现场解决,事后投诉是没用的

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