My experience upon having a
reservation through phone calls gave me a bit of anxiety. Yes, the conversation
between the receptionist and me had been carried out in somewhat a pleasant and
practiced manner, I’ve been able to have my hotel room reservation, yet there
are numerous comments my mind’s bugging to burst it all out. Their opportunity
to make a good impression was lost due to the absence of courtesy and ethics in terms of telephone conversation.
If I would be given a chance to
rate Hotel H20, I’ll have it rated as 2, based on all the hassles
and annoyances it had filed me. For the
long waiting calls, to the noncompliance of my requests, to the wrong
information in accordance to my demands. This implies the poor service the
hotel could provide its guests. The people I spoke to failed to portray a professional
image as well as a positive image for their hotel.
It was the 26th night of the month, at around 10:00
in the evening, when I decided to call Hotel H20, an aquatic themed hotel
located in the heart of Metro Manila.
It took for about 8 seconds
equivalent to lots of rings before the man beyond the telephone answered. I
seldom lose my temper, but that time, because of the fact that I was just
having a favor to use the (Grand Tower: GT) condominium’s telephone, I felt my anger
starting to rise. Plus the fact that he didn’t even apologize for being late
bringing the telephone. In that case, I just widen my understanding knowing
that they’re in a state of busy.
The front desk officer and me had our conversation turning out
well; I made a booking for myself in an Aqua room, the Hotel H20’s
Aquarium room that offers luxurious ambiance, chic and modern having its
ultra-comfortable bed for a restful stay. It features aquarium walls that
houses different colors, shapes, sizes and beauty of our marine life. This package also includes a buffet breakfast
with a high-speed Internet access.
The reservation is on the 6th
day of August, and will be staying there for a night. My supposed stay costs
PHP 5,800.00. But besides that, it was
rude of him by not asking my permission before putting me on hold when I
told that I’d be paying upon check-in; thus he informed me about the typical
terms and conditions for having a not guaranteed booking, for the deposit upon
check-in, and for the noncompliance and the no-show settlements. He asked for
the details he needed such as email address for the confirmation letter, my
cellphone number, and my full name of course, and other data essential for the
booking. The agreement was well done which ends our conversation.
So I went back to my unit, check my email for the confirmation
letter and found out that I received nothing. I decided to check it on the next
day.
Everything went well except for one thing--- THE NAME OF THE FRONT DESK MAN I TALKED TO. OMG! How smart of me to
forget one of the most important things this task comprises.
The next day, 27 June, still, my confirmation letter hasn’t arrived yet;
at around 9:20 in the morning, I asked the GT guards in who are my friends, to
once again use their phone.
Calling the Hotel H20 had been
better, another guy picked up in just a matter of seconds. I reminded him
regarding the confirmation letter and asked him the name of the person on duty,
who did my reservation last night. This time, I didn’t fail to remember to have
his name recognized; he’s MJ.
I was expecting for a better conversation, this belief suddenly
fades when I heard him saying “I’m sorry” because he cannot comply with my requests. I don’t have any idea that the reservation starts at 10 in the morning
hence he is not able to send my confirmation letter because he is not in charge of booking.
After hearing those statements, this
guy named MJ is getting into my nerves. I wanted curse him that time and ask
him “THEN WHY ON EARTH ARE YOU THERE?” “Are you really sure you’re in the right
place? The right job? The right industry?” But then again, I don’t want spoil
my day because of a very poor service given my unskilled person; I would still
prefer to have my good image lingered rather than an impolite, ill-mannered
caller like the Citibank scandal we had heard recently.
Moreover, MJ speaks softly which made him sound nervous and
uncertain and gave me the idea that he might just be new at the business.
Having said his inaccuracies, there are still some positive notes I’ve marked
for him-- his quick response upon my call; and the point wherein he’s trying to
look for alternatives during the process of my demands.
For the third time, I called
the hotel to remind them for the nth time, where my confirmation letter is. I
had to use the telephone at the second floor, International Hall, which was
suggested by a friend whom I met during the immersion, Kuya Raley. He told me what number to dial first before dialing the
local number.
I was getting myself ready for
the proper words to use in complaining due to the “not so good service” I’ve received. However, my plans got ruined
when I talked to a woman in the name of Roselle.
I changed my mind from being a mataray,
demanding senyora client to a kind, patient, humble young lady.
“Roselle owns a very nice voice,
which visualizes a smile on her face while having a conversation with me. She sounds so pleasant and interested that
could change the mood of an irritated client. Furthermore, she had given me the
proper information I desired—the name of the man I talked to last night, which
is Jairus. Likewise, the intelligent image she had exposed me through the sound
of her voice, appropriate words she’d used, compliance to my requests, having
my name spelled in phonetic alphabet, and the courteous way of conversing with
me. She gazes so perfect for her job.”
And
after waiting for several hours, by 2:07 in the afternoon, I’ve got my
confirmation letter. However I got surprised seeing the details of my
confirmation letter. Reviewing the summary of my reservation, having 36793 as the
confirmation number, I found out an inaccuracy created by the front
desk officer—the room type. I’m pretty sure that I ordered an Aqua Room, but it clearly states her that I will be
staying in a Park Room. Human Error is truly inevitable. They should be
careful upon encoding details. In a simple mistake like this could be a massive
problem for the company, they might loose the business of a certain person
forever, no more repeat business. In my case, I didn’t bother complaining to
the management, knowing that I will be cancelling this reservation in a few
days or hours.