因為這件事大致已落幕,所以有必要再交待一下劇情就準備全劇終。
本來7/11退房後頂多就從此不再踏入新竹喜來登就是了,但因為check out時有拿一張SPG卡片,表示已入會,日後可累積SPG集團消費點數;所以想想:反正在房內沒有看到顧客意見表而且寫兩三封給新竹均未獲回應,我想看看:是不是可以找到集團信箱反應一下!
官網上確實有線上反應的表格,填完會自動feeback告知編號日後可繼續追蹤問題是否已獲解答。
＃7/10入住當天向sheraton-hsinchu@fong-yi.com.tw反應,無回應
＃7/11退房再次向向sheraton-hsinchu@fong-yi.com.tw反應,無回應
＃7/13在SPG官網留下意見,用英文主要詢問7/10入住的點數為何線上還查不到? 有收到自動回含Starwood.Preferred.Guest@Starwoodhotels.com
＃7/13有收到英文回函主要告知系統允許30天內登錄,如屆時未登錄請來信xxx
＃7/13又收到一個簡體字回覆告知點數已入,我又再順便客訴一次發生的經過(用中文)
＃7/1x 接著收到她兩次mail用中文告知亂碼,我分別用附件 .txt 及直接貼上中文,她都無法看到,然後就沒了下文orzz
＃7/14 直接上在SPG官網直接用中文反應
＃7/14 收到英文客服來自新加坡的回信,附上我的中文,用英文回覆,先道歉讓我有個不愉快經驗;表明會在 48 HRS回覆,確認報價問題並向上反應
Dear Ms. Chen
Greetings from Starwood Corporate Services (AP)
Thank you for your email.
I do apologize on behalf of the Starwood Hotels and Resorts for the unpleasant experience that you had at the Sheraton Hsinchu Hotel on 10 July 2010.
I will be assisting to conduct an investigation on how the rate of NT4100 inclusive of tax and breakfast is quoted to you during the call to have the booking made.
Please kindly allow me 48hrs to get back to you with a response on the findings as I will need to speak the Supervisor of the associate whom assisted you with the booking.
Please let me know if you need any help.
As Starwood is striving in excellence for customer service, I would like to invite you to our Customer Satisfaction Feedback to evaluate my service. This will take no longer than 2 minutes. Thank you for the valuable feedback in this participation.
Click below to start survey
http://survey.viewscast-ap.com/starwood_1227
Thank you and have a nice day.
Kelvin | Customer Service Specialist (Mr.) Starwood Customer Contact Centre (AP) Pte Ltd 238-B Thomson Road | #14-01 Novena Square | Singapore 307685
did: 65-6256 8766 | fax: 65-6256 7449
Email: kelvinxx@starwoodhotels.com
＃7/14 又收到那個寫簡體字的客服這次寫英文還是告知無法開附件及看我的中文ORZZZ,就請我打最近的客服電話反應,算了我不想理你了, 反正還有一個來自新加坡的Kelvin要幫我
＃7/16 已經過了 48 hrs尚未接到Kelvin的回覆,我又寫了一封信:Alrready pass 48 hours but no any reply from Starwood Customer Contact Centre (AP) ?
＃7/16 收到kelvin自動回覆信件(看格式他們應該也是用IBM Lotus Notes喲..開心開心 !!!)告知7/18才上班 I am currently away for the day and will only be back on 18 Jul 2010.
＃7/17 我真得生氣了,如果48 hrs回覆做不到就不要承諾嘛,所以我又寫e去了,很簡單就是不開心被放鳥,還CC到SPG客服(不只to他專屬個人信箱了)
AFTER 48 HRS I STILL NOT GET BACK FROM U EVEN SPG.
I THINK U DIDN'T CARE CUSTOMER SERVICE.
I FEEL DISAPPOINTED.
IF UR PROMISE IS NOT TRUE, I WON'T TRUST SPG AGAIN.
＃7/18 Kelvin終於回信了,他很抱歉回覆晚了,並且已經聽完電話記錄很確定他們有報價給我NT4100含稅,
Dear Ms. Chen
Greetings from Starwood Corporate Services (AP)
I'm sorry to reply you back late.
I have already listened to the call recording which you had made the booking with.
It was indeed clearly quoted to you that the company's rate is NT4100 including tax.
I have spoken to Sheraton Hsinchu Hotel and I was informed that the rate was different from the rate that was being quoted to you. When I spoke to the Supervisor of the associate whom assisted you, she has handled me a copy of the company's rate which stated NT4100. As I am currently liasing with Sheraton Hsinchu Hotel and my Guangzhou Customer Contact Centre with regards to your company's corporate rate, therefore I would require more time to get this sorted out for you.
I am truly sorry for the long delay in the response and I do hope that you will allow me to get back to you once I have the information from both Guangzhou CCC and Sheraton Hsinchu Hotel.
Thank you and have a nice day.
Kelvi Customer Service Specialist (Mr.) Starwood Customer Contact Centre (AP) Pte Ltd 238-B Thomson Road | #14-01 Novena Square | Singapore 307685
did: 65-6256 | fax: 65-6256 7449
Email: ss@starwoodhotels.com
＃7/18 換我回信了:主要用破英文表達:既然已確定是報價NT4100 含稅那表示確定我們合約價是NT4100還是這是報價錯誤? 如果確定是NT 4100 那我可以要求飯店退我價差4950-4100 = NT 850並道歉嗎? 還天真的附上電話
＃7/18 Kelvi又再用另個官方信箱回覆很抱歉,並且會在下周把正確本公司的合約價跟飯店確認清楚再回覆我
其實這時我應該已經累了但也覺得起碼人家是有誠意回覆並解決的,我在意的是當時我在櫃台告知我明明打電話再三確認過房價,
但現場查了很久一副就堅持並非如此,而且還硬要說周末訂房組沒上班電話轉到大陸客服, 不清楚怎麼有此報價,
也沒想要想辦法釐清就是很堅持己見,我看只差沒說出:要住不住隨你!
＃7/18 Kelvi隔不到幾分鐘又發出今天第三封信確認我有收到,他要把事件報告再往上報?
Dear Ms. Chen
Greetings from Starwood Corporate Services (AP)
I'm sorry to have bother you with so many emails.
Please kindly reply to this email instead as I realised that it was actually sent to the US office instead of the Asia Pacific office.
＃7/18 下午Kelvi再次回第四次信主要告知:還在確認合約價?所以無法保證我現在打去訂房是NT4100含稅
,並告知一定會再給我確認回覆
Dear Ms. Chen
Greetings from Starwood Corporate Services (AP)
Thank you for your email.
As for the company's rate, we are still checking with the hotel to see which rate is the most updated rate as there was some rates differences, therefore I am not able to promise you that in the future, if any employee book using the company's rate, it will be NT4100.
Secondly, we are also working with the hotel to see if any refunds are possible for you due to the quotes were given to you wrongly. Please allow us time to work it out with the hotel on this.
I will definitely give you a response once I have everything finalized and I do apologize that this has gone over the standard 48hrs deadline as promise. This is due to the complications with the rates and we are in the process of sorting this out for you.
Please let me know if you need any help.
Thank you once again for the kind understanding and have a nice day.
＃7/19 收到SPG A survey user has requested additional help ,主要是請我填寫意見關於入住喜來登的意見,
很可愛的是這封信還加了一句: ..因為他是EC部門,特別PS他的同事客服部門的Kelvi有在幫我繼續處理回覆先前的報價事件,呵呵呵
既然要我填我早就等很久了,全部都勾非常不滿意還特別在意見欄告御狀:no reply from SPG. Can't read my English and Chinese mail then no reply. name: 何XX 喜达屋酒店与度假村国际集团电子联系部
Dear Ms. Chen,
Thank you for your response to our survey regarding your experience with The Sheraton Hsinchu Hotel, Taiwan. We very much appreciate the time that you have taken to share your comments and provide us with this feedback.
I believe my colleague Kelvi has replied to you and he is in contact with the hotel on your behalf.
Thank you for your interest in Starwood Hotels and Resorts Worldwide. Please contact us if you require any further assistance.
Best Regards,
Kevin Hayes
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
＃7/22回信告知已於7/19退款至信用卡,並確認本公司合約價是4400 +10% 一人;NT4880+10%兩人 含稅===>這好像跟櫃台當初報價給我的是一樣的,
也就是此次應該是因大陸工作人員報價錯誤所以他們認賠吸收,把價差退給我;所以想當然我沒有接到道歉電話
不過我真得覺得:不管我打電話或是現場去,飯店應該要站在消費者立場自動且主動告知那個價格優惠才是 !就像那天在櫃台:
就算不是NT4100含稅,但當時國人優惠是NT 4500 + 10%就比我公司合約價優惠,本就應該一開始就先提出告知的啊?!
7/19已退款直到7/22告知,也許是還在溝通確認吧,不過7/23我查時是尚未有退款記錄,直到7/24查才有的~
Dear Ms. Chen
Greetings from Starwood Corporate Services (AP)
I hope this email finds you well.
I'm pleased to inform you that the hotel has processed your refund of NT850 back to your Mastercard. This was carried out on 19 July 2010.
Please kindly check the credit card statement for the refund to be reflected.
Also for the Corporate rate for CXXic is NT4400+10% tax. This includes 1 buffet breakfast.
For double occupancy, it will be priced at NT4880+10% tax and it includes 2 buffet breakfast.
This is the latest rate provided by the Director of Rooms from Sheraton Hsinchu Hotel.
Thank you and have a nice day.
Kelvin Tan | Customer Service Specialist (Mr.) Starwood Customer Contact Centre (AP) Pte Ltd 238-B Thomson Road | #14-01 Novena Square | Singapore 307685
did: 65-6256 8766 | fax: 65-6256 7449
Email: kelvin.tan@starwoodhotels.com
總之,很長沒錯,真得好累
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