多案例展示：酒店投诉和谈心的一点经历和体会_旅行资讯_很惠游

从即日起，我们将会从论坛不定期采编一些优秀帖子发布到首页，作者不但会获得高达688论坛里程的额外稿费，更可以借助首页及我们社交网络的影响，成为大家关注的焦点哦！今天这篇稿件，来源于网友bluesky，大家可以点击此链接进入他的个人空间，与他进行深入交流。原贴地址：http://bbs.3798.com/thread-95090-1-1.html

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在美帝的时候，撸了一些酒店卡，却不知道还有3798这样神奇的存在。客观来讲，是3798真正引领我开始了玩常客计划。3798这个平台上，每日都会提供一些实时优惠促销资讯，以及一些朋友分享的心得玩法。只要你运用恰当，都是可以改善你的入住体验的。比如说，通过各种优惠高性价比入住五星级酒店。让你以最低的成本，享受最高级别集团精英会员的待遇。
既然从3798获得了这么多宝贵的信息，受益这么久；那么我自己也应该给论坛做点实事，在此我就分享几个过往住酒店投诉和谈心的案例。个人认为，一次成功的投诉或者是谈心，在很多时候都能起到出乎意料的作用。比如下面会介绍到的投诉SPG集团旗下酒店的案例，我通过投诉获得了一家SPG酒店的”永久“白金礼遇（本身只是金卡）。
文章的最后，还会介绍IHG和SPG酒店的投诉渠道。
1. 投诉 IHG旗下西安绿地假日酒店获得积分补偿和套房等待遇
P卡，积分兑换入住 1万点，晚上想去游泳池游泳，被外包给第三方的泳池前台人员恶劣的态度气的没了心情，转身就回房间睡觉。通过IHG账户上的投诉建议功能，投诉到IHG总部，没有主动提出赔偿要求。总部处理结果是，赔偿了五千分客户关系经理也致电道歉和承诺下次入住待遇后来去入住也给升级了套房经理还额外想请吃饭感谢我婉拒了。

心得：个人认为，服务行业得有自己的标准，如果酒店的部分服务人员表现的明显素质不符合该酒店品牌所应当具备的服务标准，向酒店经理和总部提出诉求是完全合理的。诸如外包给第三方这种问题，在不少酒店存在，你的投诉或许能够引起管理层的一些重视，从而改善所有客人的入住体验。

当时投诉的邮件内容如下：（写的比较渣凑合看吧）
The staff and their services at the reception desk of the SPA and swimming center are bad. It seems that they shown no respect for people who do not spend money on their SPA. When I asked some information about the swimming pool, they paid little attention and shown no respect. I have reported this matter to the front desk at the first floor, and they are nice staff who are much better than the staff at the reception desk of the SPA. They told me that the swimming pool and the SPA have been outsourced to other company which seems always provide bad service. I think IHG should not allow such things happen in a big brand hotel like here in Holiday Inn. By the way, the cleanliness in my room is not so good as there is a lot of floc-like allergic substances in the room. In all, it was not a pleasant stay in this hotel as I expected.

2. P卡入住IHG旗下长沙皇冠假日酒店谈心获得早餐和行政酒廊待遇
入住CI时候，前台MM给房间升级到豪华，无行政待遇，无早（在意料之中），看我是第一次入住长沙，就说一份给份大一点的欢迎水果。
吃过晚饭后接到酒店行政酒廊处的MM的电话，问我对这家酒店的感受和体验评价，我就闲聊了一会（大致就是说我事先也知道这家对P卡没有什么待遇，没有多大期望，尤其是积分房兑换，；还有酒店部分硬件设施的老旧），说的都是客观的事实。MM很不错，觉得酒店让我失望了，想补偿我，问我想要点啥，我没提要求。后来MM说她可以给我送两份早餐，我就答应了，再问我有别的需求没，我说没有。MM还邀请我去酒廊坐坐。

心得：既然有酒店方打电话主动询问入住体验，就如实客观的反映一些问题或者谈自己的想法。虽然P卡在国内确实不太受待见，尤其积分房；但是遇到好的酒店客户关系经理，或者其他酒店方人员，还是可以很友善的谈谈心，吐吐槽的。有时候不喊着要补偿都是会获得补偿的。

3. 钻卡入住杭州希尔顿DT 欢乐时光(HAPPY HOUR)不欢乐投诉获得牛腩面和果盘补偿
白天游西湖，很累，不想出去吃饭了；去酒廊欢乐时光蹭饭，尚未接近打烊时间然而菜品只剩下不到30%种类汤品就真的只剩汤，热菜只有一个了，还是味道不合适的，这也罢了，毕竟各有所喜。
酒廊的MM好心说可以安排厨房加菜，觉得很开心，然后坐在那傻傻等。等了二十多分钟左右，也就是到酒廊HH快结束的时候，我看到已经在准备清场了，一开始还抱着能吃上一口热菜的希望，然而，我继续等了几分钟，实在忍不住了就友好的问了下MM,是不是没有热菜了。MM表示很抱歉，被告知酒廊值班的厨师不配合上热菜。我当时什么都没说，喝了杯果汁就走了。虽然既浪费时间又浪费感情了，但当时觉得此事也就算了，毕竟MM服务还可以，把这事情当是个意外吧，或许自己去的时间真的太晚？
回到客房，看到了果盘，梨子居然是坏的。
后来觉得还是有必要跟酒店反映下一些住店期间的问题，包括好的和坏的。于是打CARE热线说了下，反映过去之后，接线的客服还是非常通情达理的认可我提出的几点意见和建议，主动提出问我是否需要加餐，然后再给我送一次果盘。我感谢了她的好意，婉拒了加餐。我也说果盘也算了，我反正吃的也不多。过了一会，值班的经理致电，态度也很不错的，感谢了我提出的问题，认可他们酒廊存在这种沟通效率低下的问题（厨师不听酒廊MM加菜的请求，而MM却承诺客人立即加菜）以及其它一些问题。经理再次提出一定要给我加餐，问我想吃点什么，担心我饿着，还要我先吃点水果垫底。最后，要了一份牛腩面，大概过了20多分钟送到了房间，味道还可以，管饱了。所以，还是很谢谢经理的！也补送了一份比平素果盘更丰盛一点点的果盘，算是对我的补偿吧。杭州DT这家酒店整体还是不错的。

心得：我是一个苛求细节的人，我认为有时候一次投诉将是帮助酒店发现一些小的问题，而小的问题往往能够改善住客的体验。最后，其实是双赢。不知道你们是否赞同，至少，我这么认为。整个投诉过程，我都会保持很友善，而不会说话带着生气。温和的沟通，有时候能够使得问题更好的解决。

4. 一家SPG酒店多次入住体验不佳，第二次投诉之后获得重视，补偿每次入住获得白金礼遇
目前只是SPG金。这家酒店常去，好几次都有一些不愉快。每次一楼大堂的前台每次都是一如既往的冷淡。
有一次去入住，CO之前，我从外面回到房间，发现两个酒店客房部的人已经在我屋子里收拾房间，把我的个人物品从床上搬到其它地方，床被已经被扯掉，连下一位客人的果盘都摆上了。
我问他们怎么回事，我说我还没退房，也还没到要求退房的时间，为什么就在清理了，他们说以为我已经走了。当时我也没对他们生气，就说给我十分钟，我收拾一下物品然后你们就可以进屋子去收拾了。未经许可，进入房间，我还有隐私和安全可言吗？个人物品、钱包之类也被从床上搬移到其他地方。我退房时候跟酒店提了一下上面这个“被退房”的事情，他们是这么回答的：因为前台不断要求要房间，所以HOSE-KEEPING 部门就提前去我屋子收拾打扫了，以尽早让其他客人入住了，这叫什么做法？
然后我就再次选择了投诉到总部。我不是第一次投诉这家酒店，上次投诉之后，酒店也是由客户关系经理回复一封短邮件表示简单道歉，还说什么下次一定会入住愉快。结果这次还是这样，客户关系经理很快回复简短邮件，继续说下次会入住愉快，我已经失去信心。酒店方连个致歉电话也没有，感觉没有多少诚意，口头上表示歉意而已。而且，酒店在多次投诉之后也并没有就投诉的问题拿出整改方案，也没有感觉他们的服务有进步和改善。
继续写了长邮件回复给客户关系经理并抄送了负责处理我那个投诉的SPG客服。酒店的一个经理给我打来电话，表达了歉意和感谢。因为我邮件中的大篇幅内容指出了酒店管理上的一些问题，同时我也在邮件中表扬了他们行政酒廊前台的服务值得称赞（之前跟白金同住人去体验过）。我从头到尾都没有主动问过要补偿积分或者其它。只是希望酒店能够采取有效的措施，避免让其他住客再次遭遇我所遇到的问题。同时也强调了我遭遇的问题的严重性。电话中，经理问我是不是白金会员，我说还不是，目前只是金卡。经理立即就说为了感谢我提出的意见和作为对我的补偿，以后每次去他家酒店，都享受白金会员礼遇。经理还说每次有订单，就短信告诉他，他会提前安排好客房。我也对经理的慷慨表示了感谢。
投诉后第一次去住，经理给安排了豪华行政套房。而且在房间号安排好之后，还专门告知我。后来我去酒廊CI时候，也给熟识一点的两个MM们送了礼赞卡，她们都表示很开心。以后每次去都服务极好；上一次去入住，我觉得不好意思麻烦经理，就没有给经理发短信告知我的订单，但是入住当天上午就发现给我升级到了行政待遇。我刚进酒廊看报纸，另一个MM（行政酒廊前台是两班轮流换，这个MM不太熟一些）当时不明情况，因为她看到我只是金卡会员（MM当时只说了句，*先生，我看到您是我们的金卡会员。。。然后我就打断了她，因为我知道她想说啥），她在系统没看到我应该享受白金待遇，就过来问了下，我就给她说是经理安排的。MM给经理打了个电话，经理知道我在酒廊后，很快就来找我跟我打招呼（之前只是电话短信沟通，没见过），并给了我一张他的名片。经理很贴心，说这次只安排了行政客房，什么时候想要套房就跟他说一声，提前安排好。
心得：投诉的邮件内容很重要。只要不是夸大其词，酒店存在什么问题，当你发现了，就客观的指出来，酒店会回报你的。
邮件内容贴一部分如下： (英文水平一般，文法很一般，感兴趣的朋友凑合看吧，还望高手们多多指教！）
Title： A complain about my recent stay at ******** hotel

Dear customer care,
I am writing to report my recent stay experience at ******** Hotel. I have visited this hotel a few times but they let me down almost every time. I hope some managers in related positions can pay attention to this issue.
I completed the survey for stay experience seriously after every stay, but I begin to believe that it seems that SPG does not pay much attention to my feedback on the hotel and the hotel I visited did not make any improvement during the past stays.
Maybe just because I am still a gold member, not a platinum one. Actually, I have never be recognized as a SPG gold member because there was almost no benefits on me. What’s more, there was no greeting for me when I checked in. The people in the front desk did not care me at all. I hope I can achieve the Platinum status ASAP, because the staff in the front desk of the Club Concierge in this hotel are really good, such as******. But the front desk in the first floor is not so good. Their services are not as good as I received at Hilton, HYATT and IHG hotels.
This time, they gave me a very old room. There is no upgrade, that’s okay, after all, I am not a platinum member. What made me feel unhappy was that two people were in my room and cleaned the things in the room before I checked out. They entered my room without my permission. I asked why, they told me they thought me I have already left the hotel. Actually, all my personal belongings were still in the room. And they were preparing the room for the next guest. They were pushing me to leave the room but no one made a apology. When I checked out at the front desk in the first floor, there was only one person in there. And I waited a couple of minutes and no one made a apology.
I can not accept that all these things happened in a SPG hotel, I believe that you also would not be happy if you stay experience is like this. I can not blame the old facility here since it was built a couple of years ago. But for the services, I really think it is a shame that a SPG hotel provides such bad services.
I believe that SPG can do better than that,  and I hope this hotel can really make some changes to make the guests enjoy their stay there.
We both know that sometimes some hotels do not care the comments of the members and the members’ loyalty because the hotel has a large number of tourist and other nonmember guests. I hope this won’t happen in a SPG hotel. I also hope the issues I reported here can be paid attention to by some high-level managers in SPG corporation.
I am looking forwards to your reply.
Best,
*************************************************************************
Dear *****,
Thanks for your quick response.
You might know that this is not the first time I heard from you regrading a complain on my stay experience in your hotel. I had previous unpleasant stay experience before and you also made a apology for that.
During the last complain a few weeks ago, I also reported some improper services of the front desk. But, to be honest, I have to say that I did not  see any improvement. From my past experience, I began to believe that there must be some fundamental problems in your hotel. During the past years, I have been to some different brands of hotels, such as HYATT, HILTON and IHG. I have to say that the service provided by the front desk in your hotel is the worst.
I am not a trouble maker and I just really care about my stay experience and the SPG brand I love. Sometimes, I had a really pleasant experience in some hotels and I praised and thanked them from my heart. What I would like to emphasize is that I really hope the hotel can do something, not just make a apology after the guest experienced unpleasant things in your hotel. Because we both know that this is not the fundamental way to change the bad impression of the hotel. I know that your apology is sincere and I also accept your apology. But I have to say that I do not have much confidence in the services for my next stay since I have been treated in a improper way for a few times in your hotel. The reason why I completed every survey after my stay and sometimes made a complain is because I love SPG and hope I can always enjoy my stay in every SPG hotel. I hope the hotel can make some improvement. Only in that way,  can other guests avoid unpleasant experience in your hotel.
As you said, it was a mistake with the housekeeping department to enter my room and move my personal belongings without my permission during my stay period.  But I have to say that it was not just a unfortunate mistake. The same thing would also happen on other guests in the future if the related departments in the hotel can not communicate with each other in a proper and efficient way. And what’s more important is that if one hotel is trying to make more profit regardless of the experience of the guests, all the SPG members and other non-member guests will stay away from the hotel in the future. When they made the decision of entering my room without my permission, they were destroying my privacy and breaking the basic rule/law which a hotel should hold. I believe that you must understand this.
I will still stay your hotel in the future and will write a email to you before the next stay. I do not expect much and just hope I can get what I should have as a SPG golden member. I will be watching in the service provided in your hotel and hope they can really do something.
By the way, last time, after you wrote a email to make a apology, I made a call to the number provided in your email and tried to talk with you on that issue, but the person who picked that phone said you are not available at that time and told me you will give me a call back. But I never get a call from your hotel. I do not know what really happened at that day.
Thanks for your reply and I appreciate your kind assistance in this issue.
Best,
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