一封給天際萬豪酒店的投訴信

一直很喜歡萬豪酒店的Miss Chan Chan因為恐龍航空員工優惠價的關係，在重陽節假期跟恐龍機師到東涌天際萬豪酒店渡假去。誰知，在東涌這一家，不知是否山高皇帝遠，員工的服務態度似乎不是一般萬豪品牌的標準。Miss Chan Chan 向來不是挑挑剔的人，對著服務人員都是有禮的。因為我也曾在服務性行業工作，非常明白"待客之道"。但是，在這兒，我只感受到"金頭髮"才是客人這個道理，而且貫設始終，不論是門口負責處理交通的，還是在reception的。這兩日一夜裏發生了多件不愉快事件，令我最感到不快的，就是我們在晚上8:15左近到達酒店大堂準備乘坐穿梭巴士往機場去。誰知一出大堂，就發現穿梭巴士已經絕塵而去，那時只是約8:17pm左右。

我們想，可能是車已滿所以開走了。於是，我們希望從門外的服務員查察是不是客滿走人，還是會有另一輛車再來送一批客人到機場。誰知，那位叔叔"十問九唔應"，只是跟外國客人處理代客泊車事宜。我們見他在忙碌中，於是等了他一會兒，待他坐下來的時候，他只是目無表情地拋下一句﹕係啊，車走了！ 然後繼續對外國客人傻笑!!!!!zseorixxlzkjkdjfld!!!! 我們看不到嗎？

於是，恐龍機師回去大堂向reception的員工查看。誰知得來的答覆是﹕吓！而家已經8:20，車梗係開左啦！ xekjrekslufisudofiduoifuse!!! 我們來的時候是8:15！如果我們是遲到來問你，你給我這樣的答案我還會苦笑一下，但他的態度像是"夠鐘喇，你地遲到only！"實在氣憤！我們不是質問的語氣，只是想確定一下，就換下如此答案。而且，我們明白這些穿梭巴士確有客滿先走的可能，所以我們不滿的並不是車走了，而是酒店員工一點都不helpful....

酒店front desk員工不是要盡力協助客人解決問題嗎？他們連給我們一個其他往機場的方案也沒有。最後只是在恐龍機師自己查問才得知由博覽館站到機場站只需$5。若我們不問，他們不會說。想起就氣憤！加上其他種種事情，Miss Chan Chan已經給他們寫了一封投訴信！

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Dear Mr. X,

 

Complain about Hong Kong SkyCity Marriott Hotel

 

        We are writing to complain about the disappointing front desk check-in arrangement and poor service provided by your staff during our stay in the Hong Kong SkyCity Marriott between 24 Oct, 2009 and 25 Oct, 2009.

 

        With regards to the front desk check-in arrangement, we were unhappily treated as ‘jumping the queue’ upon arrival. We arrived at the hotel at around 2:15p.m. and headed to the check-in counter. There were three counters opened and we saw the counter on the right that was with no guests checking-in so we went straight to it.

 

       However, a lady lining up for the counter on the left hand side shouted loudly at us and said that we have jumped the queue. We were puzzled since there were not any so-called ‘centralized queuing lines’ but we still moved back and lined up for the middle counter. When it was our turn, that lady shouted at us again and kept yelling that we were not queuing up. We were a bit annoyed as we HAVE LINED up.

 

        At the time, your staff suddenly came and told us that we should line up after that lady. There were not any stands or lines showing the way of queuing up or even no staff has told us that we have JUMPED THE QUEUE when we were lining up for the middle counter. The reaction by the staff made me think that because that lady shouted, we should let her go first. I want to say that we ARE civilized people and we are more than welcome to line up for check-in but such a loose check-in arrangement made us feel chaotic and embarrassed.

 

        Secondly, it was about the service of the staff in the shuttle bus kiosk and the front desk staff again. We would like to take the airport shuttle bus at 8:20p.m. so we arrived at the hotel entrance at around 8:16p.m. Once we arrived, the bus was away. We then would like to check if another bus would come so we went to the male staff at the kiosk who handled transportation. At that time, he was busy with the private car arrangement with some expatriate hotel guests so we have waited for him for a while. After a minute, we raised our question and wanted to check other alternatives of going to the airport, he IGNORED us. Even we kept asking the questions, he just threw out a line rudely and said ‘it’s gone, I can’t help!’. Then, he kept serving the newly came expatriate guests POLITELY and with BIG SMILE.

 

        Since we could not get any help from him, we went back to the check-in counter and asked for help. We first asked the staff if the bus was full so it left earlier, an unexpected answer was told. He said, ‘ it’s already 8:20pm, OF COURSE it’s gone!’ and he did not give us any help afterwards. It gave us an impression that ‘it was the only result because you were late’ but indeed we were not.

 

        We understand that the shuttle bus maybe full and it would leave earlier. Therefore, my complaint is not about why there was no shuttle bus but the unacceptable response given by the staff, both outside and inside the hotel. We did not get any advice or help from them.

 

         Since Marriott Hotel Group is a renowned hotel brand which is proud of its excellent service, the experience we mentioned was totally unacceptable and it has ruined our mood for the holiday. Therefore, we hope you to investigate into the case and return to us as soon as possible. Of course, we suggest a better check-in arrangement and more service training should be given to the front line staff for a more up-to-standard service.

 

         It would be appreciated that an official reply could be made before 5 November, 09. Otherwise, we will take this matter to the media. We can be contacted by email or by phone XXXX XXXX . We look forward to receiving your reply soon.

 

Yours sincerely,

Miss Chan Chan

Pilot Dino