Dear General Manager,
I am currently living in Dalian Ramada **** room guests. I want your hotel is as follows complaints from employees - Mu Assistant Manager, Finance Department assistant manager Kim, and June 3 at noon on duty of the cashier. This gentlemen lady gave me the most insecure, most unpleasant experience of business travel in Dalian!
What was going on as follows:
At 3:00 p.m. on June 4 o'clock, I was informed that the notification from the credit card: June 3 at noon 12:35 pm and 12:37 pm respectively, to your hotel "general consumption" drawn away 10,000 yuan and 5,000 yuan. The Credit Card Center inquiry, found that consumption of the two pens are not yet passed the general consumption of the card. I am very surprised, thought it was my credit card was fraudulent in Dalian Ramada had.
At around 3:30 that afternoon, I telephoned the Assistant Manager, when Mu is on duty. I asked him to help check the reasons for the two stroke models, he and a cashier at the time before and after the two told me: you have enough room fee deposit, the rule of our hotel is to do so. When I questioned why I have been authorized to do so without dealing with general consumption (and there are essential differences between the secured line of credit), and June 3 did a deal until the afternoon of June 4 is not informed me that the memo did not even 1, the Mu's attitude has become very tough.
June 5, I also find the Assistant Manager, when a gentleman on duty was another. I presented my problems and solutions, summarized as follows --
1 .. because my colleagues (&&&& room) and credit card issues, I would like for his room rate guarantee, so to increase the credit limit. I can understand the hotel's this requirement.
2 .., however, without authorization, and subsequently do not have any notice, the unauthorized use of customer credit card information at check-transaction is inappropriate, even immoral, illegal. In particular, as a general consumer transactions, and misappropriation of customer credit card information is no different from commercial fraud.
3 .. recognition of operational errors at the front desk cashier circumstances, should be the afternoon of June 4 during the Bank as soon as possible to correct the error and the amount of planning to go back my credit card. Unfortunately, the cashier at the bank's operating prompt, did not successfully complete the procedures for cancellation of the deal (really incredible, four-star hotel cashier on this level!)
His sincerity in solving the problem touched me, so verbal consensus - I wait until Monday to see how the bank to follow up the situation. 15,000 yuan in back of my card on the basis, we can according to the requirements of the hotel for another credit card guarantee. He also agreed with my point of view, will correct errors and another credit card secured separately.
Time to the June 7 at 8:30 pm. I went back to hotel, ask a refund of progress and my colleagues are ready to credit card guarantee. Kim verbally told me that a refund had asked banks. In my repeated request, she produced a fax sent to banks - Note: not to make the red pos cancel orders, but only a fax! I do not know what the rules of the credit card banks can alone a fax on the abolition of customer consumption transactions? ! - The above was only 10,000 yuan to request a refund. Kim also denied a hotel colleagues that she wanted to return 15,000 yuan, and the other to make a guaranteed thing. From beginning to end, Kim is not on the hotel's operator error on the word we are talking about an apology.
Kim also argued that the
a.. that sum of 5,000 yuan is not a consumer designated section, but the credit authorization, no refund.
b.. Upon hearing of my colleagues are prepared to use their own cards to provide a corresponding guarantee the room, she hinted that if this is the case, could be considered immediately returned to my 5,000 Kari.
Please note: these two arguments are contradictory! Hotel cashier in the end did what? Classified section in the end the consumer, or credit authorization?
Wait, Mu also played a straight face. He also consistently supported Kim to do, even though the two versions of Kim's own one's own mouth! And, Mu denied that he was the afternoon of June 4 had received my phone. (General Manager, Mr., your hotel telephone number is not answering complaint record Mody?! Then followed an Assistant Manager is where I know if my complaints?!)
Mu inconsistencies in the practice, I propose to the management of complaints and higher, his original words --
a.. "higher management? they all work, and now I am the manager on duty, in addition to me, and you can not find a higher management of the evening. otherwise to-morrow, tomorrow what you are looking for management will do. "
b.. "secretary, general manager of the extension number that we can not tell you, that is the secret of our hotel inside."
c.. "I did not bring my card, though I was on duty, I did not take my business card!"
It can be said Mu's talking back so many years of travel experience, I have the most rude hotel staff field questions of, let alone heard in the four-star hotel so there is no polite, non-professional answer!
In my phone to get in touch with the credit card center staff, the Center proved once again that a two-pen business cards are not yet passed the general consumer, the bank's computer system, the record is the same. Mu personally answer this call later, is still tough to said it could not help me to refund, and from beginning to end did not say a word of apology! He also argued - "I saw the front desk staff is doing the credit authorization, not general consumption!"
(In this regard, I suspect Assistant Manager into the front cash register area, the motivation to participate cashier operation! Segregation of Duty from the perspective of operational staff in collusion with the cashier, enough to pose a serious occupational fraud. In this draw your attention to its occupational ethics and codes of conduct!)
Mu no sincerity to solve the problem, always standing to maintain their position, as to prevent the guests as Fangzei! In the process of handling complaints is not to solve the problem, but prevarication customers. I am very in anger!
In the case of complaints can, I am writing this letter to you, and hope you can really read it. To reiterate my request:
1 .. immediately correct the error, the improper transactions 15,000 yuan before my departure back to me. Another pen guarantees, my colleagues from the Council.
2 .. a written apology. Mu in the Assistant Manager, Finance Department assistant manager Kim, and June 3 at noon on duty of the cashier of the joint "service", I think the verbal promises and apologies are not enough. Mu also denied allegations in particular, I have complaints, I can not believe he orally in good faith.
3 .. thorough investigation of illegal operations, and cashiers. Because of my credit card number is still her hands, in my leaving the hotel, they can still use this information for improper trading. It makes me feel very insecure. I believe you are in the service sector for many years, be able to understand the client's feelings, in particular, have taken place in such a series of hotel staff collectively at fault, evasive, and repeatedly, I have even more insecure.
Your guests
****
By: celestine
