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Post by yuliyana dwi wulansari on Dec 18, 2015 10:18:01 GMT
Dear, Sir We do apologize for the dissatisfaction. We are going to clarification about this. You had booked the room via website but my staff did not found your data when you arrived at our hotel. However, our hotel is one of favorites in this town, there are many strangers come and booked the room. Sometimes they have booked directly by phone and sometimes via website. It may occur when you were booking via website then our internet too busy to receive your data, so we lost it. Well, If we could give you a suggestion sir, we though you have to confirm with our staff the day before you come to our hotel. It is used to make sure that your data is available. In addition, there is incidental rule in our hotel policy. The incidental rule was created for the safety. But it is valid only if customer misdeed our hotel. Of course you did not and every customer reserve the right service anytime. Today, We are still checking for the staff.
In addition, for about the deposit, please do not worry sir. We will back your money for how much you should gain. You had booked for one night. It is not fair if you had to pay for $750 while the price of the room which you were staying is only $350. It means that there are should be $400 amount in your purse. You may give us your account number, sir. We have to plan to transfer your money back. Well, It may takes several minutes for us to transfer it and after an hour you can check your credit card. There will be $400 amount in your deposit. Oh Please, do not black list our hotel sir. We make sure it will never happen again. Thank you for your attention.
Sincerely, GreenDay Hotel |
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Post by Melantika Clara on Dec 19, 2015 2:01:54 GMT
Dear Anne,
I was sorry to hear of the problems you experienced during your recent stay at our hotel. We pride ourselves on the standard of our service and I have carried out an investigation to find out how we fell short this time.
We are always looking to improve the standard of service we can provide and as part of this programme we undertook an extensive renovation programme in May, the time of your stay. This renovation meant that we had to close the West wing, resulting in a shortage of rooms. Unfortunately, the room that you were offered was in the old section, and not to the same standard as our executive rooms.
On the night of your stay, some of our staff were sick, resulting in delays in checking in.
The renovation works are now complete and we think you will now find our accommodation to be of an exceptional standard.
About the other charge we will make an investigation about this case too. Because the guest was booking by website (Online) it can caused a new problem. It can be refreshing data from the site and by the hotel. I as manager will check the problem and find the solution of this problem. If it’s came from our fault we will change the money that the guest paid more when they were at hotel and had paid by website.
On behalf of Crown Hotels, I would like to offer our sincerest apologies for the inconvenience that these problems have caused you. In order that you can experience the new accommodation first hand, I would like to offer you two nights in our newly renovated executive rooms at the basic room rate of $50. I also enclose a free voucher for dinner for two in our newly refitted restaurant, with our compliments.
We hope that you will take advantage of our offer and stay with us again. We look forward to seeing you soon.
Yours sincerely
Hotel Manager
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hanifah Widhia Ningrum
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Post by hanifah Widhia Ningrum on Dec 19, 2015 10:23:54 GMT
Dear Anne,
We do apologize for your uncomfortable by my staff. We have investigated this problem and we are going to clarification about this. First,You had booked the room via website but my staff did not found your data when you arrived at our hotel. However, our hotel is one of favorites in this town, there are many strangers come and booked the room. Sometimes they have booked directly by phone and sometimes via website. It may occur when you were booking via website then our internet too busy to receive your data, so we lost it. Well, If we could give you a suggestion sir, we though you have to confirm with our staff the day before you come to our hotel. It is used to make sure that your data is available. In addition, there is incidental rule in our hotel policy. The incidental rule was created for the safety.
Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable
Sincerely
Hotel Manager
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Post by pipit94 on Dec 19, 2015 13:20:19 GMT
We apologized for our staffs' mistake. Actually you don't have to give us money anymore. just give me your prove that you have booked in our hotel then we'll take care of it. we are sorry once more. we will offer you the best room in our hotel and we will give you the best service as can as we do. we know that you are very tired because you have got a long trip so we also offer you a spa for free to make you relax. if you still dissapointed, we will give your money back and you can stay in another hotel. Just give us the prove that you have booked in our hotel, and you can choose one of both choice, still stay in our hotel with facility that we give to you for free or we give your money back and you can stay in another hotel.
Regards, Hotel Manager
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Post by ekaroh on Dec 27, 2015 5:20:26 GMT
Dear Anne,
At first, please accept our apologies for the discomfort that you and your wife got from our hotel.
We have checked your complain and we have investigated our staff about this problem. We are really sorry for the miscommunication between our hotel staff and you. We have some problems with our computer, there was an error data that we got that day and your data reservation was not saved and all rooms in our hotel are booked that day. That was why your room was ready at 4.30 p.m. We should have prepared a place for you to take a rest after your tiring flight because it was our mistake to make you wait so long.
The second, about the adding fee we will gave it back to you and also we give you discount 50%. So we will refund a half of your money.
Last, we will try our best to make sure that this accident will not happen again. We hope that you will accept our apologies. We look forward to seeing you soon. Thank you for your complaint letter for us. Hope we can be the best in the future.
Sincerely,
Hotel Manager
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Post by lindaaprillianti on Jan 13, 2016 11:03:54 GMT
Dear Anne,
We apologize for any inconvenience you received at our hotel. We will talk about it to all of staff. We never wanted anything like this happen in our hotel. All your complaint will be handled soon by our staff. Instead, we will suffice all your needs in our hotel. We also give you the best service during you stay in our hotel. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, Sir. I hope that you will accept our apologies. Unsatisfactory service from our hotel to you will immediately correct. We hope you can understand this problem; your satisfaction is a valuable thing for our hotel. We also hope we can still work together well. I promise this kind of problem will not happen anymore in our hotel. We are very grateful because you are willing tell your complaint to us. Through your complaint, we can determine anything that we must repair to improve the quality of our hotel. We hope the problem like this will not change your belief to our hotel. We consider this as correction to our hotel. Next we will provide better service to our entire customer. Thank you because you have given constructive criticism to our hotel. Once again we apologize and we promise that all the complaints that have been experienced will not happen anymore. We will repair all broken facilities in the room and provide job training to staff in order to improve performance and excellent service.
Sincerely
Hotel manager
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Post by elialingagusta on Jan 13, 2016 11:14:05 GMT
Dear Anne,
We do apologize for our staff’s mistake about any inconvenience you received at our hotel. We will talk about it to all of staff. We never wanted anything like this happen in our hotel. All your complaint will be handled soon by our staff. Instead, we will suffice all your needs in our hotel. We also give you the best service during you stay in our hotel. As our apologies, we have sent two flight tickets for you and your wife. We will give you a free room at our hotel. For your comfort, we will pick you up at the airport. You are free to use the room and the facilities at our hotel. All of the services we give to you are free. You do not need to pay. We will serve you better than the last, We promise this kind of problem will not happen anymore in our hotel. We are very grateful because you are willing tell your complaint to us. Through your complaint, we can determine anything that we must repair to improve the quality of our hotel. We hope the problem like this will not change your belief to our hotel. We consider this as correction to our hotel. Next we will provide better service to our entire customer. Thank you because you have given constructive criticism to our hotel. Once again we apologize and we promise that all the complaints that have been experienced will not happen anymore. We will repair all broken facilities in the room and provide job training to staff in order to improve performance and excellent service. We hope that you will take advantage of our offer and stay with us again. We look forward to seeing you sooner. Just relax and enjoy our reservation
Sincerely
Hotel manager
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Post by lina on Jan 14, 2016 3:20:54 GMT
We are from the hotel ask your forgive me we are awfully sorry for your uncomfortable by my staffs. We have investigated this problem and found what the miscommunications are. First, about your room was not ready. Our staff made mistake because we have some problems with our computer so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable
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Post by linadwirahayu on Jan 14, 2016 3:22:31 GMT
Please write down your solution and explanation to the problem of giving information at the hotel below (minimum 300 words): Dear Sir, I am writing the complain on the miscommunication between me and your staff. Upon my arrival at approximately 2.45pm, I and my wife were told our room was not ready and to "go for a walk". We were not happy about this, as we had just arrived after a long flight and were very tired. On returning at 3.30pm, we were told our room was still not ready. There were quite a few other people in the reception area waiting as well. The receptionist offered us a free of charge of welcome drink.At 4.30pm we were finally told our room was ready and could book in. We were not impressed when they wanted to put $500 on our credit card. As we had already paid for the room, and inquired what this was for, the reply was that it was normal hotel policy and is for "incidentals". Not agreeing with this, we were then told because we had booked through a hotel booking website, we may not have enough money to cover any incidentals that may need to be paid for. We were spoken to in a rude and intimidating manner and by this stage felt like cancelling the booking, but being late and very tired, did not feel like looking for other accommodation.When checking out,our deposit in amount of $750 was not refunded. Please give your best solution and explanation otherwise your hotel will be black listed by my office and our aliens. Yours, Anne Source:http://www.tripadvisor.co.uk/ShowUserReviews-g255103-d3340337-r149535795-Fraser_Suites_Perth-Perth_Greater_Perth_Western_Australia.html# |
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Post by linadwirahayu on Jan 14, 2016 3:26:33 GMT
We are from the hotel ask your forgive me we are awfully sorry for your uncomfortable by my staffs. We have investigated this problem and found what the miscommunications are. First, about your room was not ready. Our staff made mistake because we have some problems with our computer so we have to save our data to the other computer faster. But not all of the data were saved, and one of the data which was not saved was your data about reserve. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable
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Post by marlinasilvi on Jan 16, 2016 6:10:08 GMT
Dear Anne
Thank you in advance for a letter of complaint that you submit to us. We have read and navigate this incident. With this letter we also want to apply for a pardon for - the amount above your dissatisfaction with the services provided our hotel staff. By mistake the first, about your room is not ready. Secondly, we must say a big apology for the delay welcome drink you. Thirdly, we are not to know about adding a fee of $ 500 to $ 750 you have to lose. We apologize for miss communication and weakness in our performance, causing losses of the brothers. And we apologize also due to lack of competent staff we are causing you to feel uncomfortable with the services of our hotel. Believe me, there is absolutely no intention of harming us for our customers, especially for a member like you is a priority for us. No words can we say other than apologies profusely for our mistakes.
Now we have to make improvements on our system, and also has cracked down on our staff on duty at the time. So we hope that this incident will not be repeated again toward you and toward customer-customer to another. As an apology, we invite you to come back to our hotel, and we have prepared a little gift as a token of our apology.
Thank you all for being a customer at the same time members who are very loyal to us. Complain you are an input for us to further review the shortcomings on our performance. For us, the time you take to write a letter of complaint to us is something that is priceless. An evidence concerns a member on our hotel, in which case our hotel in particular.
Thank you for the time you take to read our letter. We strongly hope that you will take the time to come back to our hotel.
Sincerely,
Hotel Manager
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Post by yayiksaekhulfitri on Jan 16, 2016 6:58:37 GMT
Dear Anne
I'm sorry to hear that, we are from the hotel apologize to you. In connection with the offense we've done that your dissatisfaction with our hotel services, we apologize for the mistakes of our hotel staff, who perform a service that makes you feel satisfied and less fortunate. so with this we intend to apologize and hope that this problem can be terminated without proceeding to trial.
we must say a big apology for the first, about your room is not ready. and a second delay your welcome drink, we have rebuked the fault of his staff about who is responsible for such issues. we do not know about the additional charge of $ 500 to $ 750 you have to lose, but do not worry about this problem Because We have found my staff is responsible for this problem. We have been given a reprimand and firm action when repeating the same mistakes. And we do not know that they have made a mistake this for a long time before. On top of the pure error fault of the company and will be responsible for all the mistakes. for accountability mechanisms will be delivered through your email. Through your complaint, we can determine what we have to improve to improve the quality of our hotel. We hope that this kind of problem will not change your beliefs to our hotel. We regard this as a correction to our hotel. Next we will provide better service to all our customers. Thank you for giving constructive criticism to our hotel.
We are well aware that we had violated business ethics to commit a crime, as mentioned above, and we deeply regret this incident and very, very hopeful that the customer is happy tolerant to give our apologies.
Sincerely
Manager Hotel
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Post by sintanurs on Jan 18, 2016 6:09:10 GMT
Dear Anne
We are really sorry for your uncomfortable by my staffs. We have discussed this problem with my staff and found what the miscommunications are. we are so sorry, your room was not ready. Our staff made mistake because we have many activities that my staff forgot to talk about room that you ask. And we are so sorry that you have to wait for a long time because we were making new data correctly again on that day. That is the reason why there were quite a few other people in the reception area waiting as well. They had problem same with you about losing data of reserve. Second, we have to say big apology for the lateness of your welcome drink, we have admonished my staff about her mistake who in charge of the problem. Third, we very did not know about adding fee of $500 until you had to loss $750. But do not worry about this problem because we had found my staffs who have to in charge of this problem. We had fired my staffs who did corruption and deception. And we do not know that they had done this mistake for a long time before. And about your money, before write this e-mail, we have transfer triple of your disadvantage, $2250, and you can check your deposit. We have to say big sorry for you madam, and please do not black list my hotel from your office and your aliens. We have overcame all of the problems of my hotel and we hope you can visit and reserve again. We promise that your bad experiences at our hotel will never happen again. And we will increase my hotel's services as good as possible so all of our customers including you can feel comfortable
Sincerely
Hotel Manager
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Post by diniratna on Jan 25, 2016 5:17:38 GMT
Dear yuliana
previous apology mother, I will confirm whether this is really the fault of our staaf. My employees may enter the wrong number of digits, causing errors. here was a problem with the electricity, so the computer was error and the data is affected by the viruses. We are very sorry about it because the broken server. It was quite difficult because the main server was broken because of the electricity. And we tried to recover it as soon as possible, but it took long time. We have investigated and checked the entire problem and also the staff that worked at that day, there were a lot of misunderstanding. And for the extra payment that our staff asked to you, we are very sorry. Start from now, we will more pay attention to the comfort and safety of the customers. We are also review how our staff give service or treat to the customers. We attempted to teach them how to friendly and loved by the customers. If necessary, we will also give the additional class of manner for our staff. We as hotel official also will try to make our services can trusted again by the customers. Regarding this incident, we think again about our services and hotel accommodation .to make easy this service I will send you an email, so you have to reply again to me. I will send my email to you and will active on 24 hours start from now and I hope that you will give me appropriate and complete data. Finally, once again, I would really say big sorry and big apologize for these problems, we did not that the mistakes will happens like that, I as a manager in this hotel will replace your uncomfortable by facility in this hotel as a well. Thank you for your complaint to me. I hope that you are enjoying in this hotel.
Sincerely
Ratna
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Post by Rina Martiana F on Jan 28, 2016 14:29:30 GMT
Dear Anne
We are sorry for your uncomfortable in our services. This is the first time that our hotel get that problem. We have found the problem and what the miss communication is. Our staff have made a mistake from your arrival time, at that time we have got the problem with the data of the customer, we have lost customers data partly especially in hotel booking website, our programs have made a mistake to the program because of the virus attack one of our computers, so we have tried to make a back up the data about five hours. Our staff became busy at that day so there are many staff that fell confused what would they have to do. Our staff served welcome drink too late and made you waiting for a long time. We’re also sorry for the room was just ready at 4.30 p.m. because all of our staff were very busy at that day. Our staff made a lost contact between about a vacant room and booked room. And about your money we will give your money back after the problem in our office clearly. We also would to process your case to the law. We will take the payment on transfer by bank account. Please Ms. Anne after read this letter, you can answer and send your bank account to our email. We will pay as soon as possible. I’m so sorry about that accident, that thing is out of the procedure of our hotel. With our respect, please come and visit our hotel again and we will give the gift for you and your husband Ms. Anne to stay one night in our hotel and enjoy with all of our facilities free. We promised that your bad experiences at our hotel will never happen again. Thank you.
Sincerely,
Hotel Manager
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Post by fitrirahayu on Jan 28, 2016 23:04:19 GMT
The best way for overcoming this problem are: Firstly, the front office manager should reply the letter as soon as possible with positive response. He should say thank you to the guest for booking room in the hotel. The front office manager and the receptionist must do apology to the guest. It is very important thing to do for showing that the hotel staff did mistake and made an inconvenience condition to the guest. They have to accept the guest complaint of the services nicely. The hotel manager should show his empathy to make sure that he feels what is felt by the guest. Secondly, the hotel manager and the receptionist must be responsible to give best solution that gives advantage to the both sides, the hotel and the guest. The hotel should refund the deposit amount of $750 to the guest. Then, maybe the hotel can give free dinner to the guest. It is very important to get the guest trust for booking in their hotel again. Furthermore, the front office hotel manager should say thank you to guests for constructive criticism that has been given to him and saying thank you for booking room in the hotel . In addition, the front hotel manager should apologize once again with a promise that all the complaints that have been experienced will not happen again by way of repairing damaged facilities in the rooms and provide job training to staff in order to improve performance and excellent services. Also, the front office manager should not blame the receptionist or other staffs to show that he is a professional manager that can handle that problem without making a rude way to his staff. Finally, making a list of guest complaints is very important and very useful to the hotel for clarifying the guest complaints and minimizing misunderstandings between the receptionist and customers. So, the guest can put their complaints in the guest history record. Thank you  |
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Post by Nisaut Thoharoh on Jan 29, 2016 3:49:45 GMT
For the solution and explanation the problem of giving information at the hotel which is the guest sent latter complaining to the hotel. The hotel manager should reply the guest’s latter complaining, the latter should contain apology of the miscommunication and explain why it happened. Here it is the replying latter to guest complains:
Dear Anne,
Thank you for writing to us here at the Luxurious Hotel. We are sorry for miscommunication between you and my staff.
In your letter, you state that your room was not ready when you arrived even though it was after the established check-in time. We are sorry to have inconvenienced you on your visit to Luxurious Hotel. Your complaint has inspired us to re-train the desk staff. Now, all employees have been reminded that the appropriate procedure in this situation is to hold the guests' bags and offer vouchers to the hotel restaurant.
You also stated that you were not impressed when my staff wanted to put $500 on your credit card. As you had already paid for the room, and inquired what this was for, the reply was that it was normal hotel policy and is for "incidentals". Even so, we apologize for that "incidentals" and I will return your money that had been taken for incidentals.
You also stated that when you were checking out,our deposit in amount of $750 was not refunded. We apologize for that my staff’s mistake and wish we could have done more to make your night more comfortable. Then I will refund you deposit as soon as possible.
Please accept our most sincere apologies. Given the unfortunate experience you had here at the Luxurious Hotel, we would like to extend to you this $100 voucher for your next stay at our establishment. We hope that your next stay with us will better meet our standard of excellence.
Sincerely,
Hotel Manager
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Post by anjayani on Jan 29, 2016 10:53:43 GMT
Dear Anne,
Please accept our apologies for any inconvenience you and your wife get from our hotel. Sorry for the mistake one of our staff being rude to you and your wife, we regret having entrusted the staff to serve you. We are sorry for the staff who serve you is inexperienced staff because he is still new works in our hotel. We know the reason for this may not be able to replace your sense of disappointment, because we have reprimanding these staff. Our staff have made a mistake because the rooms are not ready to rest you and your wife. We know you are very tired because of a long flight, plus at 03:30 hours the room you are still not ready to be occupied, sorry have made you very disappointed with the services that we do, because after I check it is true of all the rooms on the clock already reserved all. We should have as the hotel provides services and facilities to satisfy for you. To issue an additional cost of $ 500 has been requested by our staff for policy reasons of the hotel. I as a manager feel embarrassed and therefore we made mistakes that hotel. We decided to give a 40% discount for a change for the inconvenience and because you waited so long when you stay at our hotel. You and your wife can enjoy all hotel services free of charge and we will give you a car service to you and your wife to run path. For the problem of deposit withheld, we will refund in full. The problem that you experience today will not be happened again in the future. I would further enhance the quality and facilities of our hotel room. We beg you will still choose our hotel to rest again. We have rebuked our staff because of his mistake to treat guests and if you wish we will send our staff to apologize directly to you and your wife. We hope you accept our apology.
Sincerely
Hotel Manager
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