I feel the strong urge to take over the writing today from
my partner and let you know about an email reply from a hotel owner I had just
yesterday. I know that my writing skill
is not good as hers (smile), .. but will do my best.
The Story:
As you might have seen earlier on this Blog, me and my
business partner stayed in a place branded as a kind of Boutique hotel at
Bangkok (Sathorn Road).We did choose this place because the Website is simply
stunning and very well done!
However, the place was terrible … Non-English or Thai
Speaking employees (Burmese) very noisy hotel, dirty and smelly. (Please note
that we really feel sorry for all the Burmese People suffering, but we strongly
feel that the employees should be able to speak Thai at least or some English)
We spend our time to take pictures and make a report
of all the very serious issues and send all feedback to the Hotel Owner with a
kind and understanding letter in the hope that we help him to understand how
guests see his hotel and services (he owns 3-4 places in Bangkok). After all we
are all working in the service industry and committed to people development and
we want to help fellow hoteliers.
It took one
week to get a reply! This
is the exact copy of the letter we received:
Greeting
from XX Hotels,On Behalf of Khun
XX refer from your email, We
are please sorry for delay reply
This reference made to you regarding you had encountered the situation
where the standards were found to be below your expectation. Your Comments are
most valuable in helping us maintain high standards and in ensuring that your
expectations are always met
First, please accept our sincere apologies for this inconvenience that you
may have caused. Our standard is necessary to acknowledge the guest when we do
need to provide service to the guest In this case we has been
taken the disciplinary action for this matter and we feels deeply sorry for the
mistake.
Apart from that, our managers concerned have been briefed to seriously look
into your comments made and that we will do our best to improve in the needed
areas. We appreciate your patient and should you need any assistance
please do not hesitate to contact us anytime.
We hope that you had enjoyed other aspects of your stay with us. You are a
valuable guest at XX Sathorn and we very much look forward to restore
your confidence by having the opportunity to welcome you back in the near
future.
Our conclusion:
We will never return ….. We did spend quality time to
take detailed pictures and typed a clear email with details and we received
back a very standard “template” reply with some bla.bla.bla….. content!
This shows us clearly that this owner/manager does not
care at all. Sad… isn’t it…..
Not even one single reference is made to all our comments we sent to them.
Klaus R. Rauter
Managing Director
Mai-BS (Thailand)
