Both the lobby and the guest rooms of this hotel are large enough and grand enough. The service of the staff is also very warm and impeccable in general. But whenever problems are encountered, management and service levels are highlighted.
I checked in on the night of April 22. I took the hotel’s No. 1 elevator that night. When the elevator reached the 5th floor, the elevator suddenly stopped and then fell and stopped again. Then I pressed the elevator emergency call button to try to get help. Within ten minutes, I did it. After three calls, I could only hear a female voice asking what was the matter and which elevator it was in. No matter what I said, the other party couldn't hear me. Afterwards, I learned that the front desk clerk couldn't hear my voice. I thought it was someone joking, so I didn't care. Here we have to say that the emergency call has become one-way, which is a safety hazard in itself. The staff members even think that someone is joking when they receive the emergency call, and they can’t believe it when they receive the call continuously. This means that there is no emergency plan and safety education, and there is not enough. Safety awareness, even if the call button is not malfunctioning, the helper cannot speak, such as being under control or a sudden illness? What's more, the three calls within ten minutes did not attract attention, and the security department was not notified to check.
Ten minutes later, I found that the mobile phone had a signal in the elevator, so I called my family to inform the front desk. At the same time, I heard someone talking outside, thinking it was a rescuer, so I knocked on the door to arouse their attention. As a result, someone opened the elevator door. I learned that I was stuck between the 4th and 5th floors. The people outside said it was okay and the elevator could not go down. They went to notify the maintenance staff, and then closed the elevator door from the outside. I was alone in the car and heard my family’s inquiry outside. They notified the maintenance staff and said they would be there soon. Then the floor buttons in the car flickered and the car shook. Afterwards, it was learned that rescuers were repeatedly restarting the elevator to try to reset. At a loss.
After being locked for 40 minutes, the elevator went up to the fifth floor. A worker opened the door and said that you could get out, and then left. My family and I stood there for a while, and I didn’t see a person in the hotel. I thought it was incredible. So I went to the front desk. The staff said that the manager on duty might be checking the elevator. I asked the manager to come. After the manager came, he probably told me a few things. The first hotel elevator is the best in the surrounding shops, and the second , The elevator is contracted to a third party, and the third party will be responsible for any problems. As a hotel guest, I cannot accept this explanation. I put forward that, first, I am a guest, and I am only related to the hotel. Second, no matter how good the quality of the hotel elevator is, it is a fact that people fall off the elevator. At the scene to appease the trapped people, no one came forward to ask about the trapped people after the incident, which made people feel indifferent to the hotel. Third, I asked the hotel to take the initiative to apologize. The manager on duty said that he needed to study and decide at the next day's meeting. The time was after ten o'clock in the morning. Does an apology need to have a meeting to study? Because I have to travel long distances, can I suggest that they get to nine o'clock earlier? The manager agreed. After more than half an hour, the manager knocked on the door and delivered two breakfast coupons, stating that he would give an answer as soon as possible. Then I told my family that the duty manager has limited authority and I also apologized. As long as they took the initiative to say sorry according to the agreed time the next day, it would be fine. However, the next day was nine o'clock, ten o'clock, until 11:40. I have asked the front desk of the hotel to contact the manager many times. They said that the hotel has a wedding and the manager is busy. It was finally close to twelve o'clock before the manager showed up. Just like last night, he apologized for not mentioning the hotel. I asked you about the result of the meeting. Nothing to say to me? Including the ten o'clock reply you said yesterday? The manager said nothing, and then asked me what you want. I said that the elevator suddenly faltered last night, my body was out of balance, and my right arm was hurt when I stretched out my hand to support it. The manager didn't say anything. I said that I can move my arms and I don't need to go to the hospital. But while I was waiting for you, I bought a box of ointment at the pharmacy outside the door for 28.5 yuan. Can you reimburse it? The manager was still silent. A girl at the front desk promptly reminded the manager that he was about to reimburse the guests. The manager said that he would ask for instructions in the work group. At this time, I really couldn't bear it, so I told him that since you can't be the master, you should do it. Please tell me the room rate will be refunded. After all, I am staying in the hotel and it is not adventurous and angry. He said that I still have to ask for instructions from the work group. At this time, I am still telling the hotel receptionist that I only need to say sorry to the hotel. , If I said, I left immediately (I have already checked out at this time). After half an hour, the manager said that after asking for instructions, I can refund part of the room rate, apologize and bargain, I feel that I can no longer communicate with this hotel . So he gladly accepted the refund of the two hundred yuan.
This is my intuitive feeling about this hotel.
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