This is not the first time I have stayed in this hotel. It is mainly for the convenience of work. I brought the elderly and children to stay here during the National Day. The result was a surprise. The check-in experience was very bad. I was disgusted. The hotel management is in chaos. It is a five-star hotel. Facilities, two-star management system. When we checked in the day before, the front desk had confirmed that we would get four complimentary breakfasts for two rooms. I also confirmed with the front desk at that time that it was correct. As a result, the elder was stopped outside the door when he took his children to have breakfast the next day. A man in the breakfast department told the elder that there was no breakfast in our room. If he wanted to eat, he would have to pay 45 yuan per person. The elder was immediately shocked. I was also at a loss. They called me after they returned to the room. I went to the room and saw the elder hesitated to speak. He was very submissive and said that they wouldn't give us a meal and that there was no breakfast. I didn't know what the man in the breakfast department said. What caused the elderly family to be so nervous and anxious? I was very angry at the time and immediately called the front desk. The front desk didn't apologize at all. They just said lightly, oh, maybe they didn't communicate well. I'll talk to the restaurant. . Why should our guests be responsible for your hotel management mistakes without any apology? No one who stays in your room worth 500 to 600 yuan a night will lack the dozens of yuan for breakfast. But since you said that breakfast is provided in the room, it must be implemented and implemented. , Second, the people in your catering department can communicate with the front desk staff instead of asking for money as soon as you open the door, which is uncivilized and impolite. If this kind of mistake occurs in a business reception, how serious the impact will it cause? I have stayed in high-star hotels many times, and I have never seen such a low-level mistake in any five-star hotel without any apology afterwards. I believe that the hotel has a very complete management system, but the following is Insufficient implementation of human resources and lack of supervision by junior management has led to problems in the management system. I hope that hotel senior management can pay attention to this issue and strengthen training for employees, so as not to let employees with these problems ruin the reputation they have finally built up. The hotel market is very complicated. Wow, in addition to good facilities and location, hotels pay more attention to check-in experience and meticulous customer service. I hope I can have a better experience when I stay at your hotel next time.
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