本帖最后由 antonioyip 于 2023-2-9 01:11 编辑 今年一月底,陈老师从重庆来成都找我,遂订了26日晚的成都希尔顿和27日晚的成都滨江希尔顿逸林。两晚房价差不多,税后600上下。 26日入住成都希尔顿(高新那家,不是宇宙第一协信),服务非常之好,主动给了行政楼层。上楼看到大堂摆有一些成都民俗体验摊位,正值春节期间,这无疑对外地来蓉的住客,尤其是带小朋友的住客非常棒。晚上Happy Hour可能怕菜品凉了不新鲜,陈列的量比较少,但是加菜速度非常快,味道也还不错。酒精饮料提供选择丰富,小酌了一杯起泡酒。 陈老师晚上想洗泡泡浴,出门看电影前就和礼宾讲了麻烦送两套备品,另外要求了乳胶枕。回房间后发现送来的乳胶枕还挺舒服,桌上多了一个袋子,不仅送了两套45ml的四件套,甚至牙具梳子浴帽浴盐等等都又给齐了两套新的,当时有点想笑,但是确实这种态度让人非常感动。 总体来说,在希尔顿的体验确实非常棒,工作人员服务意识都很强。 到了次日入住滨江大波吹,问题就大了起来。我们是不抽烟的,预订的时候房间偏好选择看到是100%无烟酒店,遂放心预订了。 时至今日(2月8日),该酒店“我未能预定到需要的房型”页面中的“吸烟偏好”仍无法选择,标记为“100%无烟环境”。同时,酒店首页仍然标有“禁止吸烟”的标志。
2.8-酒店“我未能预订到需要的房型页面”吸烟偏好选择为灰色无法选择,且仍标注100%无烟环境
2.8-酒店预订首页仍有“禁止吸烟”标志 然而到了房间,不仅房间烟味极大,桌面上也赫然摆着一只大烟灰缸。陈老师鼻子很灵,告诉我坏了,烟味已经熏得他开始发晕了。遂致电前台要求换房。不巧,当晚住满无房可换,电话那头陈述了这一情况,但是并未提供解决方案。陈老师急了,要求我再问是否有其他解决方案——在主动追问下,对方终于告知可送空气净化器到房。等了近一个钟,空气净化器的影子都没见着!再去电前台,这次换了另一位同事接电话,终于有同事在约15分钟后将空气净化器送到了房间。对我而言,其实问题算是解决了。但是陈老师嗅觉敏感,告诉我净化器不完全有用,床品早已经熏入味了,闻得难受。回家后陈老师对这一晚的烟味念念不忘,要我一定投诉,遂29日晚官网feedback。feedback内容如下:This is an official complaint. We made a reservation at Doubletree by Hilton Chen**u Riverside for 1 night from 27 Jan to 28 Jan with confirmation number ##########. This hotel is described as a 100% NON-SMOKING hotel on Hilton mobile application while we make this reservation, but our guest room SMELLED TERRIBLE with the SMELL of CIGARETTES. At first, we thought maybe it was the former guest broke the rule, but what we found later proved that this hotel WAS MAKING A FALSE STATEMENT, or HAS NEVER IMPLEMENTED ITS NON-SMOKING POLICY. We found an ASHTRAY was set on the table, while there is totally nothing looking like a No-smoking sign in this guest room. Mr. Chen, my mate, felt unwell since he has cough-variant asthma, which can be induced or aggravated by peculiar smells (like cigarettes). So I called reception to request a change to another authentic non-smoking guest room. The fellow answering the phone just said sorry and told us that this hotel was fully occupied tonight, not even offering us a single possible solution method until I took the first move asking if there was a way to solve this problem. Then he assured us that they would send an air purifier to our room soon, but we haven't heard the door ring even almost one hour later. So I called reception for our air purifier another time, and this second call worked this time finally that they did send one 15 min later.The air purifier did work (I mean that) but not helping much, as the beddings have already been well-smoked (Mr. Chen is keen-scented, he told me so). I intended to make another call to request for new beddings, but Mr. Chen persuaded me not to, since he didn't want to trouble the housekeeper at midnight. As a result, Mr. Chen had a really unpleasant and tough night.Fake non-smoking guest rooms may do harm to guests, even can cause severe medical conditions. We don't want to suffer this again, and also don't want other guests to suffer this in the future. Hence, I officially request a FORMAL INVESTIGATION on this case and a FAIR COMPENSATION for what we suffer.*提交时将部分信息删去填入了opinion下方的表格,故与实际提交版本有所出入。1月31日14:01收到来自Guest Relations Team的模板回复。内容如下:
1.31-客服团队的模板回复 当日14:33接到来自酒店方面的来电。人在境外,国际漫游死贵,故未接听。
1.31-酒店方面唯一一次来电通话记录 2月3日,已经到了邮件提到的第三天,未收到进一步消息,故发邮件询问进度。
2.3-向客服团队询问进度 2月5日,收到客服团队Arun牛头不对马嘴的初步答复。一会儿the DoubleTree by Hilton Chen**u Riverside,一会儿the Hilton Dallas Lincoln Centre,一会儿the Hilton Portfolio of Brands,像是喝了假酒,不知所云。
2.5-Arun牛头不对马嘴的初步答复 读完邮件遂再次去信表示关切。
2.5-对Arun牛头不对马嘴答复的回应 八、 2.7-再次答复:清洁问题,希望赔偿5000分了事
2月7日,收到客服团队Manish的再次答复。Manish浏览了case之后认为这是客房清洁问题,希望赔偿5000分了事。
2.7-Manish的回复:清洁问题,赔偿5000分了事 遂把结果告知了陈老师。
2.7-告知陈老师初步处理结果 陈老师表示这非常恶劣,不可接受,要求我再战。陈老师对于此结果的回应如下:
2.7-陈老师表示不可接受 仔细又看了Manish的回应,觉得其定性不对,对事情的严重性认识不足,遂再次去信回应,重申态度,认为此事应当认定为一种对消费者的欺诈行为,并对酒店打一次电话就不再理会的傲慢态度表达了不满。进一步要求更高的补偿以及酒店正式道歉。
2.7-再次回应重申态度并要求提高补偿以及道歉 目前暂未收到进一步回复。100%无烟酒店是一种承诺,若酒店设置吸烟房,应如实告知并提供是否需要无烟房的选择——即使到店时无烟房满房无法提供。但住客至少会有心理准备可能入住吸烟房间,或是有机会转投其他的100%无烟酒店。管中窥豹,可见一斑。对这种承诺的践踏无疑会有损希尔顿集团多年积累的商誉,进而陷入类似塔西佗陷阱的局面,使客人进一步怀疑集团是否有能力对旗下酒店进行有效的监督和管理?集团旗下酒店对客人的其他承诺、保证是否还能作数?如不能及时改正以正视听,长此以往,必将引起更严重的信任危机。一十二、 2.8-向Hilton CEO Nassetta先生邮箱去信反映情况
2月8日看完评论区后再次返回希尔顿中文APP查看,发现酒店页面上仍有明显的100%禁烟提示,遂再次向客服去信表明这一问题。
2.8-向客服提供截图反映仍存在100%禁烟标志 发完后想起有飞友曾支招转发高层邮箱施压,遂Google了集团CEO Christopher J. Nassetta先生的邮箱,给Nassetta先生再去信一封,附上了迄今为止所有的邮件沟通记录。
2.8-给Hilton CEO Nassetta先生去信 一十三、 2.8-集团指派Executive Ambassador跟进处理
2月8日晚间,收到集团Executive Ambassador级别人员Alessea Boyd女士回应。Alessea表示在官网并未看到相关文字,并附上英文版禁烟政策。
2.8-Alethea表示该酒店并非禁烟酒店,要求再次提供截图 迅速提供了相关截图,希望Alethea能站在消费者角度审视问题,勿以免责条款推卸责任,要求集团加强对不一致信息内部审查和修改。
2.8-给Alethea的回复 Aletha浏览完邮件后很快回复,承认问题并承诺整改,及时更正不一致描述。并给了20,000积分作为补偿。
2.8-大结局:承诺整改,给予20,000积分作为补偿 对此处理表示满意和接受。此事件到此画上句号。
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