(This article is intended to fa "On the recommendation of Shanghai," where warning everyone, but the system said "too long", so had to made in the travels here啦.)
2 OO three years June 10, a friend invited everyone is celebrating the birthday of her three-year-old place set in the Shanghai Hongqiao, No. 100 Zunyi Road, Shanghai City, the sixth floor, "the wind Grand Hotel", a box called the "Shun-wang . "
Later than 6:30, we have his party of nine people (seven women, two men) in the case conducted some birthday dinner. 9:00, because a friend's husband birthday something happens, it first pays the bill (consumption amounted to a some one thousand dollars), two men left, leaving seven women to continue to meet.
9:10, we have seven people are to enjoy birthday cake and fruit, suddenly the ceiling, rectangular wooden ceiling in the shower the water come pouring into the positive with a friend, hair, shirt and jeans have been poured wet. She was scared to jump up the side of flash in his chair, followed by more fall-down, splashed poured just sitting in her chair, was dining with the plate, napkins, all soaked in water. We immediately provoke Attendants, told her to take a dry cloth to who, "Lottery," a friend wipe. Waiter had just brought a big plastic box then "Rain", another friend also clamor to the top of the seat soon as the water poured, the "rain" absolute "big to violence"! Fortunately, at this time we all stand in the wall, where she was spared. At this time our request, the hotel manageress, and the foreman on duty to come to look, and boxes have been a mess, so women managers asked us to sit on rock next to boxes of fruit to eat, and then take a look at how to resolve this matter.
We are seven people from the "Shun Wang," went next door to the "Shun thing" sat down, and other managers to resolve the matter. Waiter to re-infuse the tea, heavy on the one piece of watermelon. Then, all of the service personnel disappeared outside, but added there have been workers, ladders and tools out of Ban Zhao, "Shun-wang", estimated to be in fixing their ceiling. Waited a long time is that no one ignored us! So we go outside to find a waiter, so she called the manager.
To 9:35, came a foreman. Objectively speaking, the beginning of the attitude of the hotel is still good, the foreman said sorry to us to explain a moment say that the "unknown sources of water" because the air-conditioning condenser accident caused by a sudden burst. While waiting, we expressed the understanding, asking how the hotel side will deal with the matter. At this point, the female foreman it is very timid, but repeated that she apologized, and also gives us back on the watermelon, and said that we just want to "one place to another chat." We ask hotels to come up with treatment options, she said that the first encounter such a thing, to our own proposals, in short, next to the words should not be out of such a thing. (Joke! Which hotel has never encountered unexpected events, which the hotel did not at least one set of emergency for the record?!) We told her that if this incident can not be successfully resolved, "next time" also did not visit all is a problem. Not only did not see her the ability to resolve, nor the power to resolve, so we asked her to find solutions to the problems of the manager. We are seven people had to continue to wait.
9:50, or Meirenlihui us. Box outside the corridor lights are extinguished, and the mall has also rung the closing of the music. We are friends who have been pouring his whole body up and down the body temperature of Wu has been done at this time ... ... everyone's mood from happy to angry Qing's birthday had. Finally caught a waiter at the door, so she sent for managers. Waiter told us a while to come back today, "manager did not come"! At this point a friend came back to the toilets, said she was passing by the lobby, actually saw the foreman if nothing had happened to the hands of the attendant arrangements are working, to see her immediately fled into the kitchen did not dare come out. And just in the bathroom where she had just met on duty time of the incident appeared to women managers, who are also trying to evade her.
At this point it is more than 22:00, and from the time of the incident has been more than one hour. We discuss the this can not be passively waiting. Then filed out of the box, preparing to lobby to find just that women managers. Come to the corridor, the cleaners have been cleaning the. At this time women managers who finally emerged to face us. We asked her about this whole incident (including so we waited for over an hour) to give us an explanation! We believe that is because we have been buried for a single, the hotel was so "courtesy" to us. The manager's face was also accompanied the start of something laugh, except to say I'm sorry, once talked about substantive issues, attitudes immediately become very tough and rude. First, she "tell" us that the water pouring down "with water, very clean" (God knows!), They are buried in a single hotel, once the cash is also an absolute one point unable to get out, but there can be no financial compensation, for us more than one hours of waiting she also said that he is just an excuse to go the meeting. (The precious! Accident when she was obviously on the scene before, out of the urgent matters such as the shift manager, she actually would first put down on one side and their guests to attend a meeting!) We are very satisfied with this kind of irresponsible rhetoric . So, she said, the lady's clothes should have been the hotel immediately to help her wash (God, how can someone who dripping when they interfere ah, now thoroughly dry), and now hotel gave her 30 yuan of money to wash clothes better. We heard these words, I really do not know what to say! To see if we are not satisfied with the results of women managers, as far as saying, or else you will play 110. Anyway, two roads, 30 of money and playing 110. We all laughed, and 110 can be in charge of this idea? ! I really do not know her own ignorance of ignorance still want to bully us. Matter has been now, the continuing stalemate will not provide a solution. Manageress said that we are not afraid to take any other means, and said we could come to her. But when a friend is very kind to her, "ask a business card", the card manager immediately replied, "just" run out. We took out a pen and paper to make her leave a name (Otherwise how the future to "find her"), she actually eyes over the pages of Road, "I do not sign to others"! ! So that everyone dumbfounding. Subsequently, we have proposed, since she herself was unwilling to take up this responsibility, we ask to our hotel issued a written apology. She refused, insisting that we "fight 110"! We have repeatedly reminded her attention to attitude and attention to look at the reputation of the hotel, otherwise we will really take other channels of complaint, she actually still say "go ahead"! Finally, we angrily repeated requests, the women managers in the hotel reluctantly change for a small paper bag on the flamboyant to draw on the signature could not see very people who surname. Again Jiangyanuhuo politely asked her, and she said with impatience, "mouth-day Wu, summer summer, grass green"! So we left the house completely to customers seriously children hotel.
... ...
We are 7 per capita higher education, not vexatious person. As customers, we have chosen to dinner at the hotel rather than the street vendors, that is, fancy hotel environment and services, and to this end are willing to pay a higher price for the consumer. Otherwise, it is table food, completely not necessarily how much tasty than other shops, how is worthwhile to spend a some one thousand dollars to "enjoy" it? ! Conversely, some one thousand dollars contained in this, of course, far more than raw material costs and processing fees, as well as high-quality services and elegant environment. Hotel has full responsibility for the obligation to let customers consume "value for money." So, when the air-conditioning pipe burst, and elegant dining environment, no longer existed (leaving aside the physical intimidation of customers), customers have reason to not pay, less pay for the corresponding right price.
The problem is that we had already had all the right price to pay is completed. Just think, if we were not foot the bill, then the "wind" will not change the other faces?
Say the least, even the hotel management overlooked one important area, air-conditioning pipes out of an accident, if we can handle it a timely basis, no stranger to customers waited in vain for an hour I paid no attention to the customer would not have such a great view. Handled well, customers will feel the contrary, intimate hotel services in place, not only to maintain the reputation of the hotel, maybe it will also bring a large number of repeat customers.
Unfortunately, "a wind Grand Hotel" The management did not realize this. At a minimum, who is called "Wu Xia Qing," the manageress is absolutely not aware of. If the dining environment is attributed to destruction just be able to "force majeure" (at least not intentional hotel side, the maximum considered "fault"), then Zadiao "wind" service while reputation is entirely their own staff, including the manager and the foreman , but also falsely claimed that managers "did not come," the attendant. If the hotel's senior management can not understand the actual work of grass-roots level and to make improvements, must have "wind" will not be able to continue to "shun" down the bar.
Perhaps the "wind" forgot "SARS" bleak period of the catering industry. In the "SARS" should be the past, the restaurant industry just recovering when the Which restaurants are not increasingly to the customer as God. (But maybe "wind" has never been prosperous, does not seriously God's children, but also knows?!) Is not a high quality service, even food done extraordinarily well there will not be coming back all the way to join in (at least we Nine people are in any case will not go there). Hotels in Shanghai, after all, not just "wind," one, choose many things in Taiwan.
(Please spread the, if you are often away consumer customers, please take warning; if you are dining, the service industry managers, please pigeon-holing!)
Author: clwm
