This is a formal complaint letter on the worst service i received in zhuhai yuecai Holiday Inn, on their service quality, unprofessional hotel management, arrogant attitude and extremely low efficiency.|
I joined a company meeting in Zhuhai Yuecai Holiday Inn and checked in on Jan12 afternoon around 4:15. I was advised by receptionist that I booked a twin room. Obviously, I claimed it is a misunderstanding. "How could you please imagine that I will switch my sleep from bed to another bed" I said. Answer from that lady was surprising:"if you are interested, you could try so". I said I am not happy with you answer and I wish I could get a king bed room as well as other elite members' benefit. Another lady in the reception came in and explained there is no more available room, even for one, is okay for me and they cannot change it and needless to say any upgrade for me , because I did not advise my Priority Card number to them. Meanwhile, my another colleague checked in and he is Ambassador and got a suite. He was also asked to make selective room either as suite or executive floor. In addition, he did not register his Elite number until checking in..
I called reception manager, Ms. Joyce, but this lady showed a reluctance to see me while via her delegate. I refused and insisted and she came out reluctantly and repeated what others said. I claimed my rights and wants to see their GM and talk directly.
That time, I called Priority Club member hotline and get help. 30 minutes later, when I stepped into room 1028, a noisy and smell room, lady Ms Zhang from sales department called me and she apologized. And she said if I would be in Zhuhai again, they will prepare my room in advance....
I obviously rejected her apology since those benefits are mandatory requirements for hotel but they use it a bargain power. I claimed to speak directly to GM but she was not acting.
She called me 3 times until 18:57PM local time. During those calls, she was likely to change a room for me to executive floor while adding executive benefits. I would insist my rights to talk directly with hotel GM. She excused that GM is outside hotel and cannot be talked right now. I said, "I would wait"..
Until now, I did not receive any calls, greetings or even apology from their GM and other senior people. Moreover, I could advise you :
1. There is no beverage coupon dispatched when checked in for Priority Club member
2. There is no greeting fruit in my room yet
3. There is no contact from hotel management team on this matter and they continued their extremely arrogant attitude. GM of hotel is Mr. Bernald Lo.
I have to express my deep concern on their hotel competences in managing club members based on a really qualified service. Arrogance, rudeness become a replacement in their work and I did not feel I was specially treated (actually you can say so) in their hotel as Elite member.
I am still waiting for a formal apology from hotel management team and I would formally address the unfair and unprofessional services in this hotel to them face to face.
please escalate this issue to Global Level if I did not seek a satisfactory answer yet. thanks