Reservation at Hotel H20

    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 26^th 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 6^th 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.