難忘的Ritz-Carlton

今年的公司旅遊來到了新加坡，下塌的飯店是傳說中的Ritz-Carlton。就是那個以服務著稱，很容易在書報雜誌媒體出現的Ritz-Carlton。我滿懷期待地踏進房間，是的，舒服的沙發和床，還有漂亮的新加坡海灣景觀。浴室果然還有個八角窗，讓你可以好好的泡澡放鬆，順便悠閒的欣賞夜景。但是怎麼也沒想到，這麼一個令人期待的房間，在第一天晚上，就有點出槌。我們發現淋浴時候的水流會慢慢變小，直到沒有，過了一分鐘以後關掉重開，又一切正常，然後又慢慢變小，直到沒有。所以洗個澡必須一直重複這個循環。

第二天晚上回到飯店已經半夜一點半了，想說好好的洗個澡睡個覺，因為隔天吃完早餐就要準備搭飛機回家，沒想到，這次是沒有熱水。說實在，一家六星級的飯店沒有熱水真是件非常誇張的事，我還在回想，是否導遊有提醒過要12:00前洗澡之類的話(以前宿舍也沒有這樣管制吧)。我打電話給operator，告訴他我們沒有熱水，他有點驚訝然後說『I'll go there and check』。過了二十分鐘，並沒有任何人來看過或是回報狀況，我又再打了電話，告訴她我們沒有熱水，而且二十分鐘已經打過電話了。她只是說『We already known this problem and you don't have to call again. Because we don't know when it will be fixed and we'll inform you once it's ready』當時其實有點火，既然你們已經知道問題，為什麼不會主動回call客人，還要人家痴痴地等。最後的結果就是一整晚到隔天都沒有接到通知的電話，倒是在清晨7:00接到 morning call。好吧，既然被吵醒了，檢查一下果然也有熱水了。離開飯店前，我決定寫下人生第一次的飯店客戶滿意調查表，想當然爾，我勾了一大堆dissatisfied，寫下了整件事的經過，還特別留下了email，因為我想知道他們會怎麼處理。我們9/2離開飯店，直到9/7我才收到mail，害我一度懷疑打掃阿姨看到不滿意的表格就偷偷丟掉了呢。

以下是他們的回覆

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Dear Ms Yang

Thank you for communicating your experience to us regarding your recent visit. When we receive feedback such as yours, we take it very seriously because it allows us to evaluate our service and facilities in order to ensure that the standards and reputation of The Ritz-Carlton is maintained.

I would like to offer my most sincere apologies to you that your stay with us did not meet your expectations. I can certainly understand your disappointment from your descriptions regarding the lapse in service by our Ladies and Gentlemen. Rest assured that I have addressed the issues with the leadership concerned for their immediate follow-up. Please accept my most sincere apologies for the inconvenience caused.

Ms Yang, it is evident that we have fallen far short in delivering the Ritz-Carlton experience when you stayed with us. I hope that you will give us another opportunity to regain your trust in us to provide you with a true Ritz-Carlton service. Please feel free to contact myself at tel: (65) 6434 5218, email: xxx or my colleague xxx at tel: xxx, email: xxx for your next stay so that we can personally take care of your reservation.

I certainly look forward to welcoming you back to The Ritz-Carlton, Millenia, in the near future.

Sincerely

xxx

Director of Guest Services
The Ritz-Carlton, Millenia Singapore

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第一次看完覺得很生氣，當我們遇到客戶抱怨時，可以這麼說嘛？『請您再給我們一次機會，這不是我們真正的服務』同事更猛，就叫我回信說，『我沒有免費的機票或住宿券，所以無法再去體驗您所謂的服務』

只能說，這真是一個特別的經驗。有再多的推薦又有什麼用呢？