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[其他交流] 苏州金鸡湖新罗酒店,bug事件,阶段性成果

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钻石会员 鲜花(20)

alaby 发表在  2011-3-26 16:13:39  | 显示全部楼层 | 阅读模式
之前要求,booking摆明立场,维护客户的利益。如果酒店不同意,就不能在继续与酒店合作。
book给了肯定的回复。
目前苏州金鸡湖新罗酒店在booking上面有信息,但是不能预订。
“对不起,这家酒店现在无法接受预订。”
下一步,想继续要求,booking在上面的描述中,添加
“对不起,这家酒店‘在102元事件,没有履行对消费者的承诺’,现在无法接受预订‘又可能永久都不会在成为booking的合作伙伴’。. ”

booking如果这样做,会树立起为对他的客户负责的光辉形象。
同时让更多人,鄙视新罗。

请各位同志,发表意见,并付诸行动,向booking提出此要求。
已有1人评分威望 理由
sunstar + 5 支持

查看全部评分 总评分:威望 +5 

黑钻会员 鲜花(474)

老实和尚

Guinness 发表于 2011-3-26 17:10:21  | 显示全部楼层
人在金鸡湖畔 事情确实和俺无关 俺是万豪粉 支持维权
已有1人评分威望 理由
ayzmsck + 10 今天最后10分~~~

查看全部评分 总评分:威望 +10 

萍水一场,君子之交。有容乃大,无欲则刚。

钻石会员 鲜花(1)

qqglass 发表于 2011-3-26 17:25:50  | 显示全部楼层
没看懂LZ是倡议、寻求鼓励还是鼓*动?

白金会员 鲜花(5)

DolceVita 发表于 2011-3-28 08:55:13  | 显示全部楼层
我想LZ的意思只是希望各位订了新罗的同学跟BOOKING表明自己的立场和态度,BS新罗。如果booking不再与新罗合作,对新罗这样的酒店肯定会有影响。
支持LZ!

钻石会员 鲜花(6)

sunstar 发表于 2011-3-28 09:58:42  | 显示全部楼层
我回booking邮件都N天了,鸟都不鸟我
已有1人评分威望 理由
ZXRAYCN + 5 也没回邮件给我

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蓝钻会员 鲜花(40)

chris81 发表于 2011-3-28 19:14:13  | 显示全部楼层
本帖最后由 chris81 于 2011-3-28 19:14 编辑

booking回邮件了,开始扯皮,推卸责任了,说得好像也没啥不对,关键是酒店。不够大气啊:)
Dear,

I am contacting you from the Customer Relations Department at Booking.com. Our Team specializes in the handling of formally escalated consumer claims and legal matters.

Concerning the reservation at The Shilla Suzhou, please accept our sincere apologies for the dissatisfaction you have experienced whilst using our services, and for the time it is taking to address your concern.

We understand and recognize that this situation is causing complete discontent. For this reason, your complaint has now reached our department that specializes in this type of issues. I am writing to you today to provide clarification regarding our role and position in this matter.

Booking.com operates as a disclosed agent for third party suppliers (“Hotels”), providing an online service through which Hotels can advertise their rooms for reservation, and through which consumers can make such reservations. Booking.com provides this service through its own website (www.booking.com) and also through the websites of third party distributors (“Affiliates”).

When rendering our services, the information that we disclose is based on the information provided to us by the hotels. As such, the hotels are given access to an extranet through which they are fully responsible for updating all rates, availability and other information which is displayed on our website. Although we will use reasonable skill and care in performing our services we will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), inaccurate, misleading or untrue information or non-delivery of information. Each hotel remains responsible at all times for the accuracy, completeness and correctness of the information (including the rates and availability) displayed on our website.
This is reflected in our guest facing terms and conditions which you declared to have read, understood and accepted by completing the online reservation process.

They are available at the following url:
http://www.booking.com/general.h ... 77d81ff51005d5b8e5e;tmpl=docs/terms-and-conditions

When a consumer makes a reservation through the Booking.com service (including any of our Affiliates), a direct contract is created between that consumer and the Hotel in question, guaranteeing the reservation based on the information provided by the Hotel and the consumer at the time of reservation. Booking.com automatically transmits the details of the guaranteed reservation to the Hotel and to the consumer. From the point of reservation onwards, the relationship lies solely between the Hotel and the consumer, and the Hotel remains responsible for providing the accommodation booked in accordance with the details provided at the time of the reservation.

However, in our role as intermediaries between the guest and the Hotel, we have a duty of care towards our valued Customers and therefore, we have mediated on your behalf regarding the rates that were incorrectly loaded by the Hotel. The extent of our mediation, which was carried out by our Account Management team, has reached the following result:

*Accommodation at CNY450 per room per night (Room rates excluding breakfast, including 15% service charge)

Please understand that The Shilla Suzhou is a five star property. The offer that is being presented to you, although we do appreciate it is not what you expected, is indeed an excellent opportunity to stay in a luxury facility at an exceptional price. We would like to respectfully emphasize that this offer has been tailor-made for you, as a way of apologizing for the misleading information that the Hotel accidentally posted on our website.

Please be informed that Booking.com has now terminated its partnership with The Shilla Suzhou and is no longer affiliated with the property.

Again, we would like to apologize for the inconvenience, and we hope you will accept the Hotel's final offer. In case you do not accept the offer, we will interpret your decision as a wish to terminate Booking.com's mediation and you will be advised to address the issue with the Hotel directly.

As explained above, in fact, from the point of reservation onwards the relationship lies solely between the Hotel and the consumer, and the Hotel remains the only responsible party for providing the accommodation booked in accordance with the details provided at the time of the reservation.

We look forward to your reply and truly hope you will take advantage of this opportunity.

Kind regards,

---
Catherine Tang
Customer Relations Associate
customer.relations@booking.com

点评

你我收到的一样,BOOKING.COM开始和新罗撇清关系,推卸责任  发表于 2011-3-28 19:37
SPG: P, MR: P, HH: D, HYATT: D

蓝钻会员 鲜花(322)

杀杀杀

shixin 发表于 2011-3-28 19:34:09  | 显示全部楼层
这个责任是在酒店,酒店赖皮,BOOKING也没办法.

我已经取消预订了,改洲际啦.

蓝钻会员 鲜花(100)

geogewan 发表于 2011-3-28 19:41:24  | 显示全部楼层
我也收到同样的信。
我打算不去住,也不取消预订,看酒店敢不敢扣我钱。如果它敢扣,我5-1的时候就大胆的住。
已有1人评分威望 理由
sunstar + 5 好想法 有胆识

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钻石会员 鲜花(0)

chuan1101 发表于 2011-3-28 21:48:38  | 显示全部楼层
我也收到了,
支持宠协,加入宠协,成为宠协元老会员。
http://www.flyertea.com/thread-71234-1-1.html

白金会员 鲜花(1)

helenelian 发表于 2011-3-29 08:08:31  | 显示全部楼层
我也收到同样的邮件,现在是booking彻底与酒店撇清关系了,如果我们不能接受酒店提出的450这个价格,就得直接与酒店搞了。这种五星级酒店,真是一塌糊涂额~!唉!

钻石会员 鲜花(12)

ZXRAYCN 发表于 2011-3-29 08:48:03  | 显示全部楼层
回复 helenelian 的帖子

本来就是不怎么的酒店, 现在更挫了

钻石会员 鲜花(47)

超级admin

molia 发表于 2011-3-31 07:27:20  | 显示全部楼层
苏州选择还是很多的,大不了以后去苏州不住这家

点评

本来就 不在选择范围中  发表于 2011-4-1 01:01
marriott  p   ic  ra  hyatt d  hilton d spg p

钻石会员 鲜花(0)

bluefox_hz 发表于 2011-3-31 12:31:35  | 显示全部楼层
bS这么无聊的酒店

蓝钻会员 鲜花(48)

玉寒真人

玉寒真人 发表于 2011-3-31 23:32:49  | 显示全部楼层
支持斗争到底……
魔都 玉寒真人

钻石会员 鲜花(4)

adrien 发表于 2011-3-31 23:39:44  | 显示全部楼层
booking.com在这件事情上的处理一点都没错, 只是这酒店实在是太小气了.
If you cannot convince him, confuse him.

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