Хронические жалобщики отелей
Иногда нам из главного офиса компании приходят сообщения-напоминания о хронических гостях-жалобщиках, которые только и ищут причину где б нажаловаться и получить компенсацию. Такие сообщения приходят очень редко, зачастую на одних и тех же людей. В этот раз попался нам кадр еще тот:
Our records indicate that the below guest will be checking into your property.
GUEST NAME: S…. M…..
MEMBER #: xxx xxx xxx
We would like to make you aware of some issues reported by several of our properties:
* Complains with each stay seeking compensation. He has issues with missed platinum arrival gift, problems with restaurant (20+), and no wakeup call (3); service recovery (40+)
* Guest pays cash for stays.
* Guest becomes irate until he gets what he wants
* Please make sure to validate/check out the problem before offering any compensation.
* Guest may be sending others under his account number - if it is not the guest checking in please remove the account number and his name from the reservation otherwise he will receive points and elite night credits.
* Hangs out in the lobby and interjects himself into front and other guest's conversations
* Solicits rides from associates to restaurants and stores
* guest not allowed to reserve rooms at per General Manager - he notified guest
* No longer allowed to book reservations at - consistent disruption to hotel and other guests. Politely informed guest.
Compensation to date: 176 issues in less than 3 years
We kindly request you take the necessary steps to ensure this member does not encounter problems while at your property. If you find this guest does encounter problems, please let us know so that we can continue in our efforts to assist. We would prefer that you only compensate if it is absolutely warranted.
Our records indicate that the below guest will be checking into your property.
GUEST NAME: S…. M…..
MEMBER #: xxx xxx xxx
We would like to make you aware of some issues reported by several of our properties:
* Complains with each stay seeking compensation. He has issues with missed platinum arrival gift, problems with restaurant (20+), and no wakeup call (3); service recovery (40+)
* Guest pays cash for stays.
* Guest becomes irate until he gets what he wants
* Please make sure to validate/check out the problem before offering any compensation.
* Guest may be sending others under his account number - if it is not the guest checking in please remove the account number and his name from the reservation otherwise he will receive points and elite night credits.
* Hangs out in the lobby and interjects himself into front and other guest's conversations
* Solicits rides from associates to restaurants and stores
* guest not allowed to reserve rooms at per General Manager - he notified guest
* No longer allowed to book reservations at - consistent disruption to hotel and other guests. Politely informed guest.
Compensation to date: 176 issues in less than 3 years
We kindly request you take the necessary steps to ensure this member does not encounter problems while at your property. If you find this guest does encounter problems, please let us know so that we can continue in our efforts to assist. We would prefer that you only compensate if it is absolutely warranted.