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白金会员 鲜花(1)

zhutou1 2011-1-12 18:29:23  | 显示全部楼层 | 阅读模式
2003年开始我就是IHG的会员了,尽管这几年才开始重视积分,但同时也是这些天才有很强的疑问,我到底是IHG的荣幸还是负担。我不想说我是什么卡,我只想说一个酒店集团是不是应该有对客人应有的尊重和宽慰。我今天在珠海粤财,非说我定了一个双床,我和前台小姐说您觉得我能一个人上半夜睡一张,下半夜睡另外一张么?小姐很诙谐,说您要是有兴趣可以的。

我没要升级,我也不需要有人送我到电梯间,我就要个大床房,为什么呢?联想到之前在深圳东华假日,同事在佛山洲际,也是类似情形,我很恍惚是不是我选错了地方住,不该来IHG的酒店了。

忠实的客户是任何一个生意赖以成功的基础,何况俺是一个一个晚上住出来的,如果这样的客户都要倒背如流的说出benefit而忘记了客户的需要和感受,这个酒店又怎么能是我选择的呢?

我现在还在等珠海的回复,他们说我是他们尊贵的客人,说下次我来之前会和我确认说我有这个那个卡,难道这个不是应该的么?

要是有个IHG的人看到这个,我劝你们好好反思一下吧,上这个社区的大部分人不是非得赖着IHG不可的,酒店计划之所以有吸引力除了各种积分,更重要的是回到原点,做好服务,想想客户的感受。最近的IHG的几次入住经历我非常不快

蓝钻会员 鲜花(30)

cooliang 2011-1-12 18:35:43  | 显示全部楼层
没办法的IHG.

黑钻会员 鲜花(346)

pelapela 2011-1-12 18:41:23  | 显示全部楼层
连单/双人床都不给选?过分!

钻石会员 鲜花(17)

不一样的卡梅拉 2011-1-12 18:44:05  | 显示全部楼层
今天晚上等会要去一个spg酒店,看主页上已经是没房了,我预订的是双床房,看看有没有给我升级。

点评

回来报告一下  发表于 2011-1-13 18:24

黑钻会员 鲜花(520)

老实和尚

Guinness 2011-1-12 18:53:01  | 显示全部楼层
俺可以适当看轻自己 这叫低调
IHG 你丫不可欺客 那叫侮辱

用脚投票

点评

大师说话在理!  发表于 2011-5-29 11:54

蓝钻会员 鲜花(13)

tuuttuut 2011-1-12 19:04:19  | 显示全部楼层
呵呵,LZ你有所不知啊,珠海HI的标准房型就是双床的,大床要升一级才会有.....

钻石会员 鲜花(17)

不一样的卡梅拉 2011-1-12 19:09:19  | 显示全部楼层
tuuttuut 发表于 2011-1-12 19:04
呵呵,LZ你有所不知啊,珠海HI的标准房型就是双床的,大床要升一级才会有.....

03年的pcr现在肯定是p卡以上了,难道不能升级?

黑钻会员 鲜花(42)

青蛙堂堂主

guoalbert 2011-1-12 19:29:19  | 显示全部楼层
用脚投票~~

钻石会员 鲜花(18)

applelover 2011-1-12 20:08:03  | 显示全部楼层
不要这么说,我住SPG,Marriott也有莫名其妙给我双床的情况,而且沟通无效.

钻石会员 鲜花(3)

dtnl 2011-1-12 20:41:33  | 显示全部楼层
很简单啊 不喜欢可以不住

蓝钻会员 鲜花(102)

Big big fan for chill out

lv7678 2011-1-12 21:25:43  | 显示全部楼层
过去的经历觉得珠海假日还是不错的,行政大床一般会有。

钻石会员 鲜花(2)

baibai8722 2011-1-12 21:43:59  | 显示全部楼层
jerry 发表于 2011-1-12 19:09
03年的pcr现在肯定是p卡以上了,难道不能升级?

欧也是03年的PCR,现在是蓝卡。PCR是每年考评的,您今年P了,明年没到60000分或50次,照样该是啥卡是啥卡。

钻石会员 鲜花(1)

heavens 2011-1-12 22:13:31  | 显示全部楼层
看来IHG口碑越来越差了

钻石会员 鲜花(2)

青田石雕 2011-1-12 22:45:56  | 显示全部楼层
这个很正常的吧,要看你订的房型和酒店的入住状况,住任何集团的酒店都不要把什么破卡和级别当一回事就行了

白金会员 鲜花(1)

zhutou1 2011-1-13 12:00:12  | 显示全部楼层
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

白金会员 鲜花(1)

zhutou1 2011-1-13 12:01:21  | 显示全部楼层
青田石雕 发表于 2011-1-12 22:45
这个很正常的吧,要看你订的房型和酒店的入住状况,住任何集团的酒店都不要把什么破卡和级别当一回事就行了

我还真没拿自己当回事,但是你要是听说前台女孩说,你要是喜欢,可以夜里换着我们床睡的时候你还淡定么?

点评

请问楼主的昵称为什么不是zhutou3?哈哈  发表于 2011-1-13 18:27

白金会员 鲜花(1)

zhutou1 2011-1-13 12:02:07  | 显示全部楼层
dtnl 发表于 2011-1-12 20:41
很简单啊 不喜欢可以不住

可以不住,你要是有时间可以看看我为啥这么怒,投诉信在前面

黑钻会员 鲜花(291)

panazhang 2011-1-13 12:07:03  | 显示全部楼层
这个确实是恼火, 不发生在自己身上是不知道的.

终钻会员 鲜花(479)

rocxian2010 2011-1-13 12:43:36  | 显示全部楼层
回复 zhutou1 的帖子

这个问题的确是很困扰大家的。
其实我真的觉得,忠诚客人的贡献远比酒店牺牲一些成本给客人好的待遇带来的损失要大。
即使是协议价入住,我们同样也有其他酒店的协议价啊,多一晚入住,多n晚入住,总比空缺着房间要好啊。而且还有口碑宣传效应啊。

钻石会员 鲜花(4)

cowplus 2011-1-13 16:39:22  | 显示全部楼层
呵呵,很理解lz的感受
有时候不是升级不升级的问题,而是那种态度让人生气。

白金会员 鲜花(0)

plutusbj 2011-1-13 17:29:28  | 显示全部楼层
1月9日去住的珠海假日,订的标准间.入住时问标准间的定义,回答"标间就是双床房".

金卡会员 鲜花(0)

sophy 2011-1-13 17:31:12  | 显示全部楼层
与前台的主管上司沟通下,或者私下塞点钱给前台,另外就是要房间时向前台不厌其烦地申明自己的权益,如果前台装傻就重复几遍啦~!

钻石会员 鲜花(18)

applelover 2011-1-13 17:36:43  | 显示全部楼层
回复 zhutou1 的帖子

这封信,说实话有点太激动了.
酒店前台小妹说可以换着睡我觉得完全是一种开玩笑的语气,因为您先提出换着睡得么?
预定的时候没有提供白金卡帐号,酒店当然无法提前给你升级.
当时有没有升级也是要看当时的房态,所有集团的白金升级都不是保证的.
再说了, 您说I would insist my rights to talk directly with hotel GM.  这个又是谁给您的rights呢?

白金会员 鲜花(1)

zhutou1 2011-1-13 17:45:08  | 显示全部楼层
applelover 发表于 2011-1-13 17:36
回复 zhutou1 的帖子

这封信,说实话有点太激动了.

问题是我订房的时候说过卡号你觉得呢?她可以开玩笑。我也可以不拿这是当作开玩笑。

谁给我的权利呢?优越会的会员权利,如果你仔细看条款,你会发现入住声明中说如果你有任何问题可以随时联系总经理,这个当然是我的权利,同时也是大家的。

白金会员 鲜花(1)

zhutou1 2011-1-13 17:48:08  | 显示全部楼层
applelover 发表于 2011-1-13 17:36
回复 zhutou1 的帖子

这封信,说实话有点太激动了.

您要是看得再仔细点你会发现我们同事和我一起入住,也是白金,他也没有之前提供卡号,他有升级套房或者行政楼层的选择,我要个大床房过分么?
我没说升级的事。我说的是服务,而不是装 对么?

钻石会员 鲜花(18)

applelover 2011-1-13 17:48:29  | 显示全部楼层
zhutou1 发表于 2011-1-13 17:45
问题是我订房的时候说过卡号你觉得呢?她可以开玩笑。我也可以不拿这是当作开玩笑。

谁给我的权利呢? ...

关键是你的投诉信没有写清楚啊

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.

你这样写我就觉得你预定时没有提供卡号了,因为对于最后一句话你没有否认么..
提前给了卡号还不给升级是有点过分,不过我一般都懒得投诉的...

白金会员 鲜花(1)

zhutou1 2011-1-13 17:49:46  | 显示全部楼层
sophy 发表于 2011-1-13 17:31
与前台的主管上司沟通下,或者私下塞点钱给前台,另外就是要房间时向前台不厌其烦地申明自己的权益,如果前台装 ...

我想和前厅经理说话那个女士和她同事说“找peggy和他说不就好了.." 我也不用不厌其烦

白金会员 鲜花(1)

zhutou1 2011-1-13 17:54:56  | 显示全部楼层
applelover 发表于 2011-1-13 17:48
关键是你的投诉信没有写清楚啊

I joined a company meeting in Zhuhai Yuecai Holiday Inn and checke ...

解释起来有点复杂,我最后只能这么写,事情是这样的,公司帮我盯得时候肯定没给酒店卡号这个我非常理解,当时定的是12-14号,我呢自己想改到11号check-in 就在9号的时候给预定部打了电话,他们说没房,我也就没坚持,因为不足72小时,但是我同事告诉了她我的卡号,说麻烦你登一下,她就这么应了一下。这个故事如果再写进去,我估计大家就更理解我的愤怒了吧。我说的不是升级,就是正常服务行不。找个前厅经理说这事居然不出来,我也没失态啊。后来找了个销售,entry level的,你觉得我能接受么?谢谢您的理解

钻石会员 鲜花(18)

applelover 2011-1-13 17:58:03  | 显示全部楼层
我也遇到这样的情况,公司帮定的CP,没有注册我的卡号,也是打电话提供我的卡号,结果还是没有记录.到前台check in,给了我一个脏房, 我又拿着行李折腾下来换了一个房

白金会员 鲜花(1)

zhutou1 2011-1-13 18:01:09  | 显示全部楼层
applelover 发表于 2011-1-13 17:58
我也遇到这样的情况,公司帮定的CP,没有注册我的卡号,也是打电话提供我的卡号,结果还是没有记录.到前台check ...

您还有的换,她们咬死了不给换, 我没要套房啊 就要个大床. 但是后来我说找她们总经理,她们又有房子给我换了你说她们说得我能信么?这个酒店还有Credit么?
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