Virgin Beach Resort, Laiya - Customer Disservice

[j_avonni]

What would you do if you were in the shoes of this customer:


The customer e-mailed the resort for some queries:

hi i have questions about your resort and since we already confirmed and paid half of the price, we just want to make sure about the rules and what you can do to accomodate these requests and questions we got:

can we bring in food and drinks for my one year old son? like wilkins water and his baby food snacks? if so, are we going to be charge?

can we request if you can put a note to the kitchen that my husband cannot be served food with shrimp and crabs and eggplant? are we going to be charged by this request of special food preference?

can we use your microwave oven, if you got one, for sterilization of my son’s milk bottles? it’s only for 4 minutes. if so, are we going to be charge?

i hope you can reply soon about this so we can prepare for this first family vacation we are going to have. we will understand if you cannot accomodate these request, or if we will be charge accordingly.

i have heard so many bad comments about your resort, but we are giving you the possibility that your resort is one of the best places we would be in laiya.
thank you very much for your kind consideration. we are looking forward to enjoy our stay in your beautiful resort.



The customer called the next day and she was told that they can bring in those things and they can use their microwave oven and took note of her husband’s food request.

And when she checked her mail later, this was the reply:



Dear Mrs. Kesner,

You seem to have started on the wrong foot based on your email dated May 23 pertaining to your planned stay at Virgin Beach Resort this coming June 3 to 5. Your comments smack of intimidation, negative criticism based on hearsay, and sarcasm. You haven’t been to our place yet, but you are already questioning our rules, sarcastically asking if we are that strict, and then finally telling us you don’t want us to spoil your vacation. With your approach and attitude, we don’t see any possibility that you will be pleased, no matter how hard we will try to please you. Therefore we will mutually benefit by your not proceeding with your planned stay. We are gladly refunding your deposit early part of next week.

Allow us to take this opportunity to explain about ourselves. We have a substantial market, and many are returning guests. What they find nice about our place is that they have peace and quiet. On the average, our guests are upscale, and decent. During times when the volume of guests is high, our guests still enjoy their privacy. Modesty aside, we have one of the cleanest resorts in the country. Our accommodations are generously proportioned, practical, and clean. Guests also find our food more than acceptable, in terms of flavor, portions, and presentation. Our staff are very accommodating, and dutifully attend to guests needs. Do not misinterpret this to mean that we are perfect. We do have our share of mistakes, but we do our very best to correct them and improve.

All of the above mentioned are not possible if it were not for our concepts and our rules. Would you not agree that we can all be tolerant at times, but without rules or the implementation thereof, our guests would lose the advantages they have found and the things they enjoy at Virgin Beach Resort. It would become just like most of the other places you can find all over.

By the way, you didn’t have to be sarcastic about the snacks. We do allow that, and we also go out of our way to provide special menus for guests who have special dietary needs. It would serve you in good stead if you took the time to understand more about our nature, then perhaps you’ll have some appreciation. Hopefully you will not approach others in similar fashion while you are in this country, otherwise you will never be able to enjoy your vacations.

Thank You.

Grace


Read more about this and the developments:

http://***ynomad.i.ph/blogs/***ynoma...n-beach-laiya/




:toma: [SIZE="2"]2971[/SIZE]