With regard to investigation and handling of complaints Jane9981 couples open letter -------- Sanya Landscape Beach Hotel from the Marketing Department Dear Jane9981:
Hello!
Please accept from the ownership of sun, sand, smiling greetings to the Gulf Panorama! About your travel network in self-published a complaint against the restaurant post, store executives were well received by my attention, in that the first time, immediately convene the relevant departments and personnel to convene an investigation will be handled, the following is the complaint of events survey results and deal with comments:
We are on the November 20, 2003 to validate the travel network, scheduled orders, says: × × (hidden away where guests real name) 2 were double-labeled sea November 25 stay 27 days to 2 days back Housing volume of a free morning to enjoy 3 days 2 nights package Package newly married couples are advised to arrange your bed the day riding the China Southern Airlines flight in Chengdu --- Sanya 3434, as delays to flights scheduled to take off at 22:00 on the 25th to postpone until 2:00 am the next day before take-off and landing time of 4:10 am on the 26th ~ ~ 13 minutes; get on net from the Tour Master Liu's car is 4:18 ~ ~ 20 hours, arrive at the hotel computer show that the occupancy time for 4:36 (The above information has been and airlines, airports flight inquiry counters, since the travel Web Master Liu verified). For the close-day charge of the misunderstanding of the way ---- that is your right Panorama of the most dissatisfied with our explanation is as follows: According to the provisions of the hotel industry, in the absence of the guests received notice prior to cancellation or change of the room still vested in the people using the booking. We did not receive information about you to cancel 25 daily room notice, our room on the 25th belongs to you, you can stay at any time, 26 also. You have found and bought the right to use the two nights of guest rooms, 25 of the rooms we've reserved rooms at the same time also lost the right to sell to other customers. Even if you do not stay, but also to pay the rent day. Hotel rooms are not storage of goods Juju time value, if it was confirmed on the 25th you can not stay the case, you should notify the commission from the travel network in this room hotel will be sold to other guests. This loss of you and the hotel will be less.
Also allows you to compare angry on the use of mountain bike events that occur when unpleasant: We have to trace the relevant personnel responsibilities and asked to do a review, the following is the Department of baggage lobby a member of Assistant Manager of the statement:
About 8424 the tenant who damaged a bicycle brake handle over at 9 o'clock on November 27, 2003 around 8424 guests came to the Protocol sets require rent two bicycles, in accordance with the provisions of the guests from the travel network is free to use 2-hour bicycle , so I called the front desk reception and the cash register, confirm is free and does not charge a deposit, then I get a bicycle key and press the guests chose the two bicycles to guests, also told the guests a first look at parking lot test ride, bad place to check for signature confirmation and then come back time and divisions of the note, the guests said after the test ride of the lap is no problem after they are signed out.
An hour later, they returned to the hotel, I routinely check whether the damaged parts of a bicycle and found that the gentleman riding the brake handle had been damaged, but also a new fracture, so I let him look, he said that before the car rental has been broken, but he did not tell me after the test ride, and said even he was ruined, he would not lose, because it is perishable goods, a lot of people use, by the hotels lose. So I reported to Yulong (Concierge foreman - add attached) that deal with the matter, the guests also uphold the appeal point of view, and then we let Zhang, deputy to handle this matter for more than that this happened.
-------- Front Office Concierge Zheng Motohashi 2003-12-03
Hainan, the guests on the network since the Tour of complaints regarding the November 27, 2003, the hotel quality inspection of the day, around 10:30, when we check into the club, I received a Concierge Cheng of the bridge, telephone, said that 8424 tenants will brake handle cutting the tough stance and refused to compensate, to hotel managers to handle the room. Hang up the phone, I'll talk to the Head (QC, head of the Ministry of Personnel in charge --- add attached) leave of absence. First go to reception guests check the information, but also carefully inspected the brakes Department, found that there were indeed new side of the fault traces of the room would let the guests in the lobby to the room after the phone call, residents are a pair of young couples.
After the guests statements: 1, take car has Concierge said brakes are loose, but did not attract attention.
2, nor even that we should be cutting the compensation due to a bicycle is easy to consumables.
3, your waiter of high quality, do we not as good as them?
Four, to issue complaints to the Tourist Board, anyway, just do not lose in any case.
5, to compensate the General Manager to look for.
After my reply: 1, using the former protocol to inspect Driving Status, but also invite you to review, but have not made where there is damage.
2, the brake loose and the brakes off are two different concepts. The former is a good car, but also car is damaged, according to the hotel's requirement is 20 yuan to compensate for repairs. Otherwise, the expense of the employees themselves. Moreover, you can not work out the damage was caused by another person or other evidence.
3, I believe that the quality of our employees, and believe you, but the brake fault is a fact.
4, the hotel general manager something happens to go out by me solely responsible for this, I will feedback to the hotel of your leadership, if there are views on the matter may be complaints to the relevant departments.
5, you do not want compensation for 20 yuan hotel will not affect your schedule and interest, staff will repair themselves, again requested the guests do not sweep the mood for this.
The whole process, I have to use euphemistic tone as much as possible the facts and reason things out, during which the gentleman has agreed to compensation, but was stopped by his wife, tough.
These are the facts through, please check out the leadership of MSCRM.
Assistant Manager Zhang Aihong December 3, 2003 These are you most concerned about two things to say. In this whole case of them, we have an inescapable responsibility:
The first gift basket of quality and delay a matter of time: I promise to shop from the network three days two nights package tour concession is contained inside a fruit basket to send, free use of mountain bike 2 hours, sweepstakes promotions etc., to has been well received by the network to promote the guests welcome. You mentioned in the basket on the time delay in sending the issue is indeed relevant authorities investigated the mistakes of our work, in this we apologize. The other also talked about the fruit quality problems, which the Housing Services Department and the Purchasing Department has drafted rectification program, increase consumption of fruit types and improve the quality of fruit, so that guests enjoy a free welcome fruit basket Panorama.
Second, in November launched in the autumn feedback - Panorama lottery lottery questions: Similarly, the activity is only for guests on the network, which currently is still going on the day you check the Front Office Night Receptionist Qian Li level, due to an oversight, forgot to provide for your submission to the lottery, which we have ordered the employee to do a deep self-examination and carry out a certain penalty.
Penalties attached to the event-related staff list:
Front Office Manager, Xu Yu-kung, No. 8101 inadequate supervision of its own fine of 50 yuan Assistant Manager, No. 8102 Ai-honggong improper handling guest complaints and lead to damage their image and impact of operational efficiency wage deductions month 50 month penalty Concierge foreman Wang Yulong No. 8503 dealing with public complaints against misconduct penalties for 20 yuan guests Concierge Zheng, No. 8505 processing of the Bridge Engineering guest lodge complaints against improper deductions bike repair 20 yuan and administrative penalties for 10 yuan Li-Ping Qian lobby receptionist job number 8202 the quality of service rules and regulations violated during the third shift forgotten Punishment will be raffle tickets presented to the guests 50 violations of the Housing Services Manager Article V as the quality of service management failed to put a good quality of our products for more than 30 yuan Punishment staff have made to the punishment of administrative office to do some soul-searching, and in December 4, 2003 published in Landscape Beach Hotel billboards column each month, at the political punishment.
The network is not just a place where freedom of expression, emotions, or a fig leaf, we are no statements after careful consideration, the right partners, and customers were responsible. Thank You network since all network partners, including through them can we have honored to receive you have, but also let us know through their own inadequacies, please accept our sincere apologies again and thanks you for your work valuable advice, if given the opportunity and hope for the coming year Landscape Beach Hotel will once again have the honor they receive you, and you have to provide more perfect service!
If you have any other doubt, please direct me to the electric shop, our contact is:
Tel :0898-88228556 / 8 / 8698
Fax :0898-88228566
E - MAIL: sales@sanyaliking.com
Contact: Deng Xiang Qian job number 9102
Finally, please accept our belated wedding blessing, Mr. ---- I wish you and your sweet loving, white-headed conjugal bliss and good luck! !
Author: ly8810
