上文提到，Miss Chan Chan & 恐龍機師不滿東涌天際萬豪酒店的服務，所以給他們的客務經理寫了一封投訴信。酒店經理在收信後第二天很快便給我們回覆，並且就著我們不滿的地方逐項回應。從他的回應，我們看到這位經理很認真地處理我們的投訴，並承諾改善員工服務。有點意外的是，他們給我們全額退款。我們笑說正因為我們的訂房價太便宜，退款對他們來說只是點微不足道，但這份誠意確實已讓我們下了氣。朋友笑說﹕如果你們是用過千元來訂房，可能他們只會送你幾張餐券。然而，退款也好，餐券也好，我們滿意他們的答覆。
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Dear Mr. Lee and Ms. Chan,
It caused us great concern to learn of your unsatisfying experience while staying with us at the SkyCity Marriott. We pride ourselves with providing wonderful experiences to our guest but there are in occasions lapses where service is compromised and this would only come to the management's attention through guest feed back such as yours. So thank you for taking the time to write and please accept my apology for the inconvenience this had caused.
I have spoken to all but one associate who were on duty during your check-in as well as in the evening and had a fair understanding of what occurred that day. There were three major interactions with our staff that lead to your understandably dismayed impression of our service and would like to address it point by point.
Queue for check-in. I have witness a similar scenario where guest find themselves lost as to where they should queue leading to confrontation with other guests. We have instructed our Concierge team to direct guest to proper lines when there are guests crowding at check-in but I understand that there was no one directing the line at that time. Ideally, having stanchions for lines would definitely avoid such confrontation but certain hotels have brand standards that need to adhere to and in Marriott, visible lines are discouraged. However, I will still take this up to the rest of the management for review but for the meantime, I will remind all staff to help direct guest to proper queue whenever there is a crowd.
Unhelpful Valet Parking Staff. On that particular evening, we hired a part-time staff to look after our valet parking. Mr.. Lee, Ms. Chan, this is not an excuse and I understand that guest had no way of determining who is who but it does tells us that the hotel needs to be cautious when hiring part-time employees as they too represents the company. I will make it my endeavor to review performance of our part-time associates and ensure proper briefing and training are conducted.
Lack of Information at Front Desk. It is always our philosophy to offer alternatives to guest whenever a service requested could not be delivered. We even offer taxi reimbursement to those who were not able to get into our shuttles due to over capacity. We also have on display in various location our shuttle schedule. So it quite surprising that our staff had replied in such manner. Again, this is a training issue that we will handle internally. And please be assured that it will be brought up to the department concerned for improvement.
Mr. Lee, Ms. Chan, we hope that you can indulge us on this occasion and to show our sincerity on the matter and in view of your unpleasant experience with us, we will reimburse you the total cost of your accommodation. This will be credited to your VISA card. Please allow 10 working days to process the reimbursement. Should you require any further assistance, I hope you will feel free to contact me directly
Sincerely,
xxx
