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金融街洲际——失败的体验

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黑钻会员 鲜花(1)

liyuheng1219 发表于 2010-3-20 20:48:14  | 显示全部楼层 | 阅读模式
本帖最后由 liyuheng1219 于 2010-3-20 21:06 编辑

我一般住酒店的原则是遇到问题酒店只要能够及时解决,我一般不进行投诉。今天本来打算入住SPG酒店,但因故没能成行,于是改为入住金融街洲际,遇到很多不愉快的事情,实在忍不了,进行了投诉。

(1)入住:我预定了Deluxe Room,昨天查看给升级到了Club International Room,这一点我一开始有点意外,以为他们对待A的待遇有所改善,结果入住时被告知只是房间,没有任何待遇。真的假的?这就是说根本没升啊....因为房型和设施完全一样,还不如原来那个大两平米的Grade Deluxe. 我试图跟酒店协商,能不能房间不升级,但是给我待遇,因为这类升级不如不要,酒店告诉我其实是普通楼层的Deluxe和Grade Deluxe都满了.....但是还是不能给Benefits。我当时觉得很莫名其妙,“被升级”还不给待遇?不过忍住了,想着酒店可能确实房间有点紧张,不为难别人。

(2)进入房间之后,房间什么都没有,欢迎水果、矿泉水、鲜花、欢迎信都没有,一看就是什么都没准备......所谓的高级电视打开,居然全是雪花,一看就是没有提前Check过,欢迎的物品一直到下午六点都没送过来,不过我对那些东西本来也不感兴趣,没在意,但是接下来发生的事情把我惹火了

(3)因为这次带着我LP入住,入住前也专门写清楚了是两个人,但是房间拖鞋和洗漱用品都只有一人份的,我打了个电话给前台,她居然理直气壮地告诉我我们酒店给大床房就是只准备一套的,你要确实需要我就给你送一套呗~我靠!有点愤怒了,酒店的Par量是由房间决定还是由入住人数决定的?

(4)心理有点不舒服,LP说想吃水果,我打了个电话询问水果的事,过了一会,服务生把水果送来了,刚想吃,发现——葡萄竟然已经腐败了,已经乱七八糟的,很多已经变味!这次把我彻底激怒了!

打电话给DM,把事情从头到尾说了一遍,这个DM倒是态度很好,又保证下次房间升级,又送明天早餐.....唉,把气撒给他为难也听不厚道的,但是心理确实不舒服,我觉得这是我在所有入住过的洲际中遇到的最差经历!写了封邮件给他们的GM,我觉得真的是时候需要给他们做一些Training了!

邮件贴上,大家尽情拍砖~:

Dear Mr. XXXXXXX,

I am your Platinum Ambassador within your loyalty program, today I chose to stay at your hotel with my fiancee. We just want to have a great weekend in such a special day for us, however, the fact proved my idea a real failure and I have to say that it is the worst experience I ever have had amongst all my stays in the Intercontinental brand hotels.

Several points need to be paid enough attention in future:
(1) Room upgrade and benefit policy: I booked a Duluxe Room and was upgraded to a Club International Room, however, none of benefits at all. I am wondering is it a reasonable upgrade policy to your Ambassador, because the room is exactly same. (Your duty manager told me the TV set is much better than the one in normal Duluxe room, but in fact there were still something wrong with the "advanced" television and through which I can see nothing). If your loyal members pay $150 every year but can only get the "benefit and gift" like this, nobody will do it any longer.
I have stayed serveral IC hotels all over China, such as Chengdu IC, Shanghai IC, even the BeiChen IC in the same city with your hotel, but did not encounter such a bad treatment. Actually, granting the deserved benefits and room upgrade to your loyal members is not a big deal and will not cause any harm to your hotel.  

(2) Advanced Room Preparation: When i finished check-in and entered into my room, I can hardly believed that hotel was well-prepared for my coming. There was no flowers, no bottled mineral water, no fresh fruit and even no welcome letter. What's more rediculous, there's only one pair of slippers and one pack of lavatory kit. I tried to call the instant service but was infromed that King bed room only can be prepared single pair of slippers and lavatory kit. I was confused by your room preparation policy or the ridiculous execuse, dose these materials par amount depend on the room type or actual guests number?


(3) Food Safety: the grape delivered by your waitress in the late afternoon was found to be rotten. I can gurantee that the grape is such a dangerous food and had caused the violation of food safety standard China Government proclaimed. I can not accept the way you "welcome" your ambassador guest.


All the points as above really made us sad and disappointed. Since I am also a Platinum Member for Starwood Preferred Guest and they can always provide more attractive benefits and conditions to me, I have to start considering to change a Hotel Chain to stay. But before i do so, I still want to take this opportunity to help your hotel keep improving in future.


At last, I still need to express my appreciation to XXXXX XXXXX- your duty manager. The making-up effort he took changed our bad feeling a little bit.  


My PCR Number for your reference: XXXXXXXXX


Best regards,
XXXXXXXX

黑钻会员 鲜花(3)

dayi 发表于 2010-3-20 20:53:15  | 显示全部楼层
oh
很强
~~~~~~~~~

白金会员 鲜花(3)

hwang121 发表于 2010-3-20 20:55:17  | 显示全部楼层
很强!等我升级了也要和这种不拿PA当回事的酒店做斗争!

钻石会员 鲜花(1)

wheatcat 发表于 2010-3-20 20:55:44  | 显示全部楼层
遭遇很令人愤慨,投诉信很强大

蓝钻会员 鲜花(21)

butterflykisses 发表于 2010-3-20 21:01:40  | 显示全部楼层
酒店要补偿你30000分!

蓝钻会员 鲜花(108)

dimsage 发表于 2010-3-20 21:03:33  | 显示全部楼层
本帖最后由 dimsage 于 2010-3-20 21:19 编辑

写的还行 起码gm出于礼貌也会很认真地回复你的

但是啊 说实话 不建议你拿spg的p还有洲际的pa来压人家 毕竟选择是双向的 旁边正好就有一家westin 你觉得不爽可以去那(就是价格那边不爽了) 大家也知道spg的p比洲际的pa之前 起码还能适当升级套房 人家不能明着说 心里肯定有这想法.重点应该是我有extensive stay demand, 虽然不是每次experience都extraordinary吧,但是这次绝对是below-average.
这么跟你说吧 金融街洲际这个酒店的顾客有两大部分组成.一部分是政府机构的 那拨人肯定没什么酒店常客级别 也没那么多事儿(我不是说lz事儿多);另外一部分就是pa级别的 就跟PEK-SHA航班似的,你觉得你是国航金卡 起码有个优先登机吧 但是就没有.等你坐上去以后 你会听见"感谢本次航班上4名国航白金卡 96名国航金卡长期以来对国航的支持"(本人做过一次738/321级别的飞机,亲耳听到) 这里基本上都是pa/p,连ra一天都能有2位数

重点应该抓食品腐败以及前台那种略微嘲讽的态度

不过话说回来了 一套洗浴难道不够么?拖鞋不够是不对 我一直觉得那种洗浴的东西对于住1天的 客人应该是有赋予的 无论是1个还是2人.而且从环保角度,我支持任何房间无论几个人都上来只放一套 有需要再要嘛

呵呵 德语,ls的冷笑话...

黑钻会员 鲜花(180)

simonhoo 发表于 2010-3-20 21:03:57  | 显示全部楼层
哈~好长的英文信。
SPG Platinum

蓝钻会员 鲜花(0)

kimi9999 发表于 2010-3-20 21:05:18  | 显示全部楼层
LZ相当的强~~~~关注处理情况~~~

黑钻会员 鲜花(3)

dayi 发表于 2010-3-20 21:10:40  | 显示全部楼层
写的还行 起码gm出于礼貌也会很认真地回复你的

但是啊 说实话 不建议你拿spg的p还有洲际的pa来压人家 毕竟选择是双向的 旁边正好就有一家westin 你觉得不爽可以去那(就是价格那边不爽了) 人家不能明着说 心里肯定 ...
dimsage 发表于 2010-3-20 21:03

同意。
其实说态度不好啊这种,作为酒店方处理起来,真的蛮棘手的。

以前就有过这样的经历。客人跟FOM因为房价的问题起了冲突,但是客人抓住FOM态度不好,巴拉巴拉一大堆,最后GM出面,才把事情解决掉。

黑钻会员 鲜花(1)

liyuheng1219 发表于 2010-3-20 21:11:32  | 显示全部楼层
我投诉不外乎几个原因:
(1)他们这次确实很过分,无论是提前准备还是服务态度
(2)不管他们的客人是谁,规定的标准依然要做,他们就算高端客人再多,也不是他们不作为的理由
(3)大家都反映这家IC很差,Training一下,看看能不能为大家改善些什么

黑钻会员 鲜花(109)

chengjq 发表于 2010-3-20 21:15:10  | 显示全部楼层
它家的house keeping是挺差的。
我上次入住的时候,竟然发现一瓶已经被人喝过的矿泉水放在那。

蓝钻会员 鲜花(21)

butterflykisses 发表于 2010-3-20 21:17:47  | 显示全部楼层
本帖最后由 butterflykisses 于 2010-3-20 22:26 编辑
写的还行 起码gm出于礼貌也会很认真地回复你的

但是啊 说实话 不建议你拿spg的p还有洲际的pa来压人家 毕竟选择是双向的 旁边正好就有一家westin 你觉得不爽可以去那(就是价格那边不爽了) 大家也知道spg的p比洲际的 ...
dimsage 发表于 2010-3-20 21:03


呵呵,不错。

蓝钻会员 鲜花(108)

dimsage 发表于 2010-3-20 21:18:14  | 显示全部楼层
提前准备的事情不要那么投诉 应该这么说比较好
我多次入住ihg酒店 特别是ic 基本上每次都有实现的allocation以及preparation. 对这里冷漠的态度我深表遗憾

抓酒店问题的时候 不要说你没有什么 没有什么 要抓问题实质:the inconsistent service standard.你对别人或者我之前入住的时候这些都有 为何这次没有.这不是疏忽 是你们在培训上存在的问题

不过这里的安排确实是奇怪 有的时候我3点订房 6点checkin都能安排好 有的时候就不行.最近住了几次,都是没有亲笔信的.以前我用老外的帐号也是个pa住的时候 可是有亲笔信还有矿泉水安排好的

总之pa在这里想要待遇,除了前台价之外我觉得没什么好的可能性.所以 我之前说过多次了 像lz这样要大床的 一定坚决要角房

钻石会员 鲜花(27)

vogue2 发表于 2010-3-20 21:19:09  | 显示全部楼层
英文信写的很好很强大。

下次我要投诉的时候,一定找你帮我写。或者你多备几个模板,下次我套用就行啦
IHG:RA  SPG: PLAT   HYATT: DIAMOND  HILTON: DIAMOND
CA: PLAT  CZ:GOLD   HU:GOLD

空乘 鲜花(8)

captain_hj 发表于 2010-3-20 21:19:40  | 显示全部楼层
lz英语真好!

钻石会员 鲜花(11)

shlonglong 发表于 2010-3-20 21:22:03  | 显示全部楼层
提前准备的事情不要那么投诉 应该这么说比较好
我多次入住ihg酒店 特别是ic 基本上每次都有实现的allocation以及preparation. 对这里冷漠的态度我深表遗憾
dimsage 发表于 2010-3-20 21:18


这个好!
LZ的E文投诉信很强大,但是给我总有种说不出的某种感觉。

蓝钻会员 鲜花(108)

dimsage 发表于 2010-3-20 21:26:47  | 显示全部楼层
贴一封若干年前我的投诉信
此事最后成功全额退款

Bonjour Monsieur Reibel,

My name is  and my PCR a/c No. is . I am totally infuriated for the messy stuff for my ambassador enrollment.

I enrolled in the ambassador membership upon my arrival at IC HK on . Due to the fact that I am on a long business engagement in china mainland while I don’t want to change the nationality in my profile so that I can earn extra bonus points from my priority club branded credit card, I stressed to the receptionist to ship my ambassador portfolio to my provisional mailing address in china. I remember the receptionist is a young lady with superior sign on her badge. In case she might forget this, I did not only stress this to her, but also wrote down the shipping address, and the word like “please ship the ambassador kit to” prior to the mailing address. You may check the original enrollment form.

A week ago, I got a notification from the concierge for my apartment in Oregon, saying that a mail has been delivered and transferred to my electronic safebox during my leave. I thought it was an important mail, cause I have informed potential shippers as many as I could. Hence I told him to ship the mail directly to me via express delivery ,which cost me a handling fee for electronic safebox for 50usd and another shipping fee for 50usd.When I opened the mail, I found it was just the ambassador portfolio. I got mad with this when I found this, as you probably can imagine.

I claim my utmost angry regarding this receptionist , she promised me that sending portfolio to my Chinese address was not a problem. Then, when someone handled my enrollment form, did he find my comment in bold on the form? I guess so, but no one submitted my request to the ambassador help center. This is small problem from reception desk, however it cost me a lot . I got totally weird when I was told about the mail, and got very anxious about the content before I got the mail. If things go like this, I would have enrolled in the ambassador online , with my special request attached to the enrollment.

I hereby claim for a full refund for my ambassador membership fee, for all these unpleasant things happened to me. You can’t imagine how many telephone calls I have made for this messy stuff to the concierge desk in the US, not to mention the 14-hour time lag which made me to phone them in the mid night for so many times. I have never been feeling treated accordingly as advertised for ambassador membership, a small shipping problem, can you imagine?

I am looking forward a positive solution regarding this.

黑钻会员 鲜花(3)

dayi 发表于 2010-3-20 21:29:30  | 显示全部楼层

蓝钻会员 鲜花(12)

tuuttuut 发表于 2010-3-20 21:36:21  | 显示全部楼层
强手如云啊.......

黑钻会员 鲜花(15)

鱼鱼 发表于 2010-3-20 21:38:33  | 显示全部楼层
抓酒店问题的时候 不要说你没有什么 没有什么 要抓问题实质:the inconsistent service standard.你对别人或者我之前入住的时候这些都有 为何这次没有.这不是疏忽 是你们在培训上存在的问题
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