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[入住体验] 剛跟SPG小組談心,會給我補償嗎?

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发表在  2017-4-25 21:32:53  | 显示全部楼层 | 阅读模式
比来3天住了深圳大梅沙的喜來登,他們後面兩天居然連中心空調都不開,熱得我睡不着。寫了篇長文去談心 能有用嗎?

Hello SPG Team,

I am a recently joined SPG member and only joined SPG starting from last month, as a frequent traveller in Macau for business stays, I booked a room in Sheraton Macau last month through Ctrip, and then I discovered the awesome SPG program so I started to book more Starwood Hotels, and I am now also participate in SPG's Gold and Platinum challenge. Even thought I haven't been a member for a very long time, I have already completed 14 days in the last month and also have like 2 more weeks' stay in the next month.

I've been very pleasant with the service I had with Grand Sheraton Macau and looking forward to stay there in the coming weeks.

However, For the last 3 days, I've been staying at Sheraton Dameisha Resort with my wife for a little holiday, I have to say that I am not that happy with the service I got there, I don't think the service is up to the standard of a 5 stars hotel.

I'll have to say that there are some good things about the hotel, the staff in the Feast restaurant are very nice and easy going, and the food is awesome and fair value there. In fact I think the buffet is better than the one in Macao. And I really enjoyed the dinner and breakfast buffet there.

But I have to say that there are some incident that might not make me very happy, some of them are solved and some are not even solved.

First when I was checking in, the frontdesk told me that the internet here is not free (I was thinking what the hell?), and I need to pay for RMB 96/day for the internet, because I was booking from Ctrip (once again what the hell?) I told the frontdesk that I was booking from SPG site not from Ctrip, and then she said that she made a mistake and the 2 days that I paid are included with free internet, but the day that I used points to redeem does not have internet and I need to pay for RMB 96 for the internet (Third time What the Hell?). Then I demand to talk with the manager. Because no hotel nowadays don't give out free internet, and then like in 2 mins she told me it's fine I am not required to pay for the internet, so the problem solved
.
However I have to say the internet is shitty (sorry about the language), I am not sure what seems to be the problem, but it gets logged off like every 2-3 minutes, you need to disconnect the wifi and then connect again then you get about another 2-3 minutes of internet, then you can't get online, this kept going on for the first day, and I was given up, I finally disconnected the wifi completely and then use my own cellphone data for a whole day, until like around 3 am after I had my nighttime snack and when I go back to my room, I noticed the internet was good again and I got connected till 6am (till I sleep). Then on the 2nd day when I wake up, the internet was having the same problem once again and even worse, I have to call the front desk, and they sent someone in and couldn't fix the problem, and after like 15 mins they put another wifi router in our room and it finally solved the internet problem.

Then on the 2nd day, I have to say the house cleaning staff is very slow, I went out to check out the dameisha outlets in around 3:20pm, and opened the light for house cleaning when I go out, I came back around 5:45pm and ready to go to feast to dinner, the house cleaning staff was not even there, until almost 6pm when I was about to go out, the house cleaning staff was finally there, well, the day was Sunday, I understand that since it is near the beach Saturday there was a lot of rooms needs to be cleaned, however on Sunday there are at most 50 rooms being rented out, it shouldn't take the house cleaning staff more than 2 and a half hour to start cleaning the room, And by the way I even told the house keeping lady (who is just working in the next room when I go out at 3:20 pm) can start cleaning my room as we are going out, So it shouldn't be that slow.

But those 2 I mentioned above are really small incidents, I can really live with that and will not even write this letter to your team if those 2 incidents are the only incidents I faced for the whole trip. The third and the final incident is the one I really can't stand.
As I mentioned I checked in at Saturday and Checked out Today (Tuesday), So it was busy weekend when I checked in, so the air-conditioning and everything was good. However for the 2nd night to the 3rd night, it was Sunday Night and Monday Night, and the whole hotel maybe only have 50 rooms or less being rented. And starting from 2nd night, the room tempature starting to raise, for Saturday night, the room temp was around 22-23C, and starting from Sunday Night, the room temp raised to 25-25.5C, and it was very obvious that the central air conditioning was not opened, and thus the air-conditioner don't have any cold wind came out but instead only some wind. So I called up the front desk and they sent someone in, while denying that they didn't open the central air-conditioning, the one who came said he will send someone else to come and check for the air-conditioner.

Ok, then in around 10 more minutes another person from engireering department came with an infrared tempature checker came, and says the room only has 23C so there is no problem (while the air-conditioner tempature clearly shows room temp is around 25.5C), I asked him why the air-conditioner shows room temp at 25.5 he says it is broken, and then he pressed some buttons to calibarte to room temp to 22.5, (I think he is trying to make me think he did something to make to room temp go lower while instead he was just calibarte to room temp tester of the room air-conditioner, I have to say that he can fool a lot of people but I am not that easy to be fooled), I then questioned about his infrared tempature checker, as I used it on myself, it only shows 31.8C, while the correct result should be at least around 35C (I understand it can't be 36-37C but it should be 35C) so I am pretty certain the room temp was correct before he calibarte and he didn't even want to solve the problem, just trying to play some tricks to make me believe the room temp was cooled down. And before he left, he says, maybe you can open the windows as outside might be cooler, which I think this solution is totally not acceptable.

OK, so I didn't have a good sleep at the final 2 nights, the 2nd night it was better as I don't have the pressure to check out, but for the 3rd and final night, the room temp raised to 23.5 (remember the guy who tried to calibrate so the real room team is 3C higher than the air-conditioner showing) so the actual room temp is around 26-27C which is really hot for a overweight man like me and I couldn't even get asleep until like 9 am (as I mentioned normally I sleep at 6am), So instead of getting a Sheraton sleeping experience, I got a very bad insomina sleeping experience due to the fact the hotel tries to save money because there was not enough guests at checked in.

I think this was really unacceptable for a 5 star internationally brand hotel to not have central air-conditioning no matter what kind of circumstances (Also the halls and the resutarants don't have air conditioning as you can easily notice that the temp of the hall is like 3-5 C higher than the lifts and lifts normally have individual air-conditioning not central ones), and I hope that SPG group can really make a fully investigation on this incident and make sure this kind of things never happen again in the future, thanks

Best Wishes
Elton Ma

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发表于 2017-4-25 22:33:24  | 显示全部楼层
老美和国人思维不同
还不如简明扼要 直接干脆点
住遍天下酒店,吃遍环球美食!
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发表于 2017-4-25 21:44:07  | 显示全部楼层
我承认没看下去,,,,
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发表于 2017-4-29 11:47:37  | 显示全部楼层
直接了当说:我要积分补偿,谢谢。
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发表于 2017-4-26 17:33:51  | 显示全部楼层
工作中如果下属写这么长邮件我一定会骂他,老板肯定不会花时间写这么多
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发表于 2017-4-25 22:43:26  | 显示全部楼层

寫完了也發現 好像有點長
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发表于 2017-4-25 21:51:15  | 显示全部楼层
不敢相信我竟然看完了。。。我是有多无聊~

楼主从渲染感情-表扬-批评,全文暗指spg失准,有种洗脑客服的赶脚~  

客服也不容易,心里肯定想:不就是想要赔偿吗,害我看这么久作文~
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发表于 2017-4-25 21:57:45  | 显示全部楼层
为了补偿也是拼了
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发表于 2017-4-25 21:58:07  | 显示全部楼层
MBDOZ 发表于 2017-4-25 21:51
不敢相信我竟然看完了。。。我是有多无聊~

楼主从渲染感情-表扬-批评,全文暗指spg失准,有种洗脑客服的赶 ...

其實也不是爲了要補償,是真的住的很氣,還不如在家呆著。。最近一周在深圳沒事干,結果去了大梅沙,還沒在家裏住的舒服,後悔的要命
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发表于 2017-4-25 21:58:38  | 显示全部楼层
佩服写了这也长
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发表于 2017-4-25 22:08:55  | 显示全部楼层
长文 楼主厉害!
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发表于 2017-4-25 22:11:05  | 显示全部楼层
jcaesar 发表于 2017-4-25 22:08
长文 楼主厉害!

寫著寫著就這麽長了 反正晚上下雨 也不好出門
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论坛元老

发表于 2017-4-25 22:18:53  | 显示全部楼层
中文都写不了这么长
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发表于 2017-4-25 22:27:20  | 显示全部楼层
SPG补偿不怎么样。上次我在金斯利投诉以后,只是酒店联系我说下次入住会给我升级到套房而已。鬼才下次入住啊
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