Broken arm, broken promise
Holiday Inn & Suites 清水湾泳滩南的点评
点评:Stayed here for 2 nights in August 23 after staying many times previously. Booked a room for 2 adults and children (7 and 5). Unfortunately on the first night our son (5) fell off the bed and broke his arm. (The beds are extremely high and not really suitable for young children). Spent the first evening in the hospital and then of course no swimming for our little boy so a very different stay to the one imagined. We didn't kick up a fuss or anything and accepted what happened as an accident. A duty manager who dealt with us at the time told us to get in contact next time we visit and they would "look after us". We were happy with this and took no further action.
We made contact directly last month for our next trip in August this year and received an email back saying sorry for the accident last year and an "offer" of a room rate for our 3 nights. Well the "offer" was more expensive than any of the normal online agents we use to book hotels! Thank you very much! I emailed this back and got no reply.
Seriously?! Basic good old fashion guest relations is urgently needed here.
I would welcome some direct communication back on this.
翻译:之前住过很多次,8 月 23 日在这里住了 2 晚。预订了一间可容纳 2 名成人和儿童(7 岁和 5 岁)的房间。不幸的是,第一天晚上,我们的儿子(5 岁)从床上摔下来,摔断了胳膊。(床非常高,不太适合小孩子)。第一晚我们在医院度过,当然,我们的小男孩也不能游泳,所以这次住宿与想象中的完全不同。我们没有大惊小怪,只是接受了发生的事情,认为这只是一场意外。当时与我们打交道的一位值班经理告诉我们下次来的时候联系他们,他们会“照顾我们”。我们对此很满意,没有采取进一步行动。
我们上个月直接联系了他们,计划今年 8 月再次旅行,并收到了一封电子邮件,说对去年的事故表示歉意,并“提供”了我们 3 晚的房价。好吧,“报价”比我们用来预订酒店的任何普通在线代理商都要贵!非常感谢!我发了电子邮件回复,但没有收到回复。
真的吗?!这里迫切需要基本的良好传统客户关系。
我欢迎就此进行一些直接沟通。