Dear Hotel SG,
This is with reference to the review I posted on trip Advisor titled "Unprofessional, Unethical, Uncouth" about your hotel to which you posted a response in which you have taken the approach to attack my actions in order to defend yourself.
Screen capture images of my TripAdvisor review & the atrocious response received from SG is availabe at the end of this blog post.
Firstly Let me thank you & congratulate you on proving to the global internet world that the title of my review is precise & accurate.
I will go about explaining how you have done this by first recapitulating my case & then analysing your responses.
I had a 3 months advance confirmed booking for a conference room for which I had paid for & agreed to your terms & conditions for minimum billing.
After my training started, you accepted another booking for the same conference room from someone who was paying you more money.
Your staff (No matter how senior your staff, I do not consider them senior managers) requested me on day 3 of my training to shift to another conference room. (I never denied that the staff was impolite). And yes, indeed, I agreed in this first instance. I now realize I had made a mistake by being the gentleman in this transaction.
Then on day 5, your staff (not senior manager) again asked me to shift to another room which is a bedroom from which the bed has been removed. All my participants are witness to this request.
Analysis Of Your Response
Let's consider your response:
In your response, you have openly admitted to the whole world that yes, you have indeed accepted a booking for a facility that was committed to me "<QUOTE - on the first occasion when your training was shifted it was done so with your consent >"
This is an open admission of your unprofessionalism. Nowhere in the world is the hospitality industry expected to accept bookings for facility which they have already booked for another guest who is using & paying for it.
So thank you for proving your unprofessionalism.
Let's consider the designation of the person responding - "Revenue Manager".
The revenue manager is directly accountable for accepting this additional booking & the so called "investigation" that you refer to was conducted by the person directly accountable for the act. This is the equivalent of asking the thief to investigate if he himself conducted any robbery or not. This shows lack of ethics.
Secondly, this so called investigation done with out a single conversation with me. the irate customer. This shows bias.
Thirdly, your response has the audacity to say that "Please feel free to write to me incase you would like to discuss further". This reeks of arrogance and complete lack of any principles of the hospitality industry when you yourself have not bothered to discuss this with your irate guest/customer.
So thank you for proving your lack of ethics.
Now let's consider your part of the response where you are openly calling me a liar by saying that the hotel staff had offered me a conference room & not a bedroom.
This is where you have made the biggest mistake of the hospitality industry.
Firstly, I had my participants sitting in the room who were witness to the whole conversation and vouch for the fact that the 2nd time this shift was suggested, they were offering a bedroom from which the bed had been removed.
Nowhere in the entire world does that constitute being considered as a conference room. Secondly, if the second request had been to shift to another conference room, this would never have been an issue to begin with. I had been a gentleman the first time, I would have been a gentleman the second time as well.
This clearly shows that this is a lame attempt on your part to defend your mistake.
So thank you for proving your lack of ethics once again.
Now let's consider your part of the response where you are saying I used derogatory language.
Firstly, it's a lie. My participants are witness to the entire language used by me, no matter how loud I was. And even if I did use what you consider as derogatory language, let's see how your argument is baseless.
Basis of Principle -
If you are so morally high on principles, then in principle you should never have accepted another booking for the facility that was committed to me & I was paying the charges for. Why are you expecting high moral ground principle from your guest when your own morals are lower than the toilet drain?!
Basis Content of Language -
If you speak about content of language, then your so called senior manager has said these words to me - "<QUOTE - What's the problem? you accepted first time. We will give you two adjoining rooms, you have lady participants, you can use both rooms and have fun >".
The same person also said to me - "<QUOTE - You are standing on my property, get out >".
Let me ask you, just what does "have fun" mean? What does "my property, get out" mean?
If your "senior manager" can use such filthy & uncouth language, then how & why do you expect any clean language from your guest?
Now let us look at two more interesting perspectives.
Both, your staff at the hotel as well as you, seem to imply that if I agreed for the shift first time, then I should have agreed to it again.
I have the right to say no. And if you & your staff do not understand that, I suggest you watch the movie - "Pink".
Let's look at the way your staff at the hotel as well as you in your tripadvisor response, have handled a guest/customer complaint. You have received information that one customer is upset, angry & dis-satisfied with your hotel. And your response, instead of taking a conciliatory approach, you attack the customer & your tripadvisor response does so on a global, public, internet platform.
The entire world is now witness to how you have broken all norms of the hospitality industry.
And after all this, you have the ARROGANCE to write that <QUOTE - We hope you do not take this incident close to your heart. We hope to have the pleasure of welcoming you back soon >".
So thank you for proving you & your staff are uncouth.
It is very evident from the actions of your staff and from your response that you people are not used to receiving guests who are discerning of quality service. In other words, you are used to receiving guests who accept unprofessionalism.
I once again thank you for proving my claim that your hotel is Unprofessional, Unethical & Uncouth.
My Feedback On SG Posted on TripAdvisor
Click On The Image To See A Readable Version
Atrocious Response From SG
Click On The Image To See A Readable Version
Author - Anil D Dagia, ICF Credentialed Coach (PCC), NLP Trainer member of ANLP, UK, Foremost NLP Trainer in Mumbai & Pune (India).