Letter of Complaint

I got this as an attachment of a forwarded email. The addressee is a local hotel in Cebu and the sender of the email is one of the heads of a college in Butuan City. He seems very angry in the said email (as you can see for yourself), yet I find it very amusing. The grammar and spelling in his email does not match that of a person in the academe with several doctorate and masteral degrees under his belt. (Yes, he enumerated all his degrees in the letter. Even when it was not relevant to the subject of the complaint.)

Here's the mail (note: I replaced the email addresses with 'x'. The letter itself is in its original form, including capitalization and emphasis.)

From: Dennis Mxxxxxxxx

Subject: Complaints of a VERY VERY POOR CUSTOMER SERVICE

To: “XXX International Hotel”

Date: Sunday, February 14, 2010, 7:03PM

February 15, 2010

TO: THE MANAGEMENT OF XXX HOTEL

Being the Academic Director and Head of the Planning and Development Center of Sxxxx Xxxxxxx College of Xxxxxx, lead school of the 26 schools of the Diocese of Xxxxx in Xxxxxx Region, I am very much disappointed with the services and treatment given to us by your establishment. Let me say this in vernacular so that things and issues be more clear.

1.) We are your guests regardless they are students or not they must be treated with utmost respect and care.

2.) Your operations head is not professional when he called the attention of the student who trigger the fire alarm. It must be me who has the SOLE responsibility to call his attention not the HOTEL since you have no jurisdiction to them to discipline since they are NOT your students.

3.) I don’t care the amount of your carpet among others as what the owner said during our meeting. To hell with that amount. Ang tama sana if meron mang damage sa room then you bill us the damage prior to our check out. Other hotels do that. Pag meron damage

Then bill nyo sa guest but nyo pa ipaalam the rate amount sa gastos nyo. Nakatawa lang ko ninyo kay mura mo ug NATAGAW sa nyo ninyo nga hotel nga poor ang services.

4.) Yung mga staff nyo sa restaurant na naka white uniform pa gang aming students musakay sa elevator kataw an ug tan awn. UNSA man NAKA MINOS mo?

5.) During the orientation sa hotel nyo with my HRM students. A student of ours asked a question regarding your hotel’s vision and mission statement. Ang sagot nyo the “Vision and Mission of the Hotel is CONFIDENTIAL”. How come naging confidential

vision and mission na in management ruling kailangan yung vision and mission has to be posted in a place where it is visible to all Hindi po confidential yan correct lang po kayo kasi not nice to here na ang isang hotel like you dont know that.

6.) Hotels are part of the hospitality industry. I was one of the delegate in the Canada training for tourism industry representing our region in the academe sector and i know what dapat gawin in a hotel industry. I was sadden because napaka poor ng customer service nyo. it seems na yung comfort ng owner or heads and concern nyo not the comfort of the guests. Be reminded na the strategy to follow supposedly is that the guests must feel they are at home para naman balik balikan kayo. Yung ibang hotels nga kahit naiinis na sila sa guests nila smile pa rin kasi yun talaga ang customer service essence. Dapata yun ang treatment not na mura ta NAGKINTO kay masuko ang mga heads sa hotel.

7.) WATER is one of the basic services in a hotel but sad to say from day 1 to day 3 the same problem. Yung mga students naligo on the middle biglang nawala water dami pa soap sa katawan. Yung iba nag cr hindi ma flush yung waste. napaka IRRESPONSIBLE and shameful for a hotel na walang tubig. You keep on looking the faults of our students but you never asked with regards to the quality of your services. Yung nag meeting tayo I waited na tanungin nyo ako HOWS are services pero walang nag ask sa akin. That means focus lang kayo sa self nyo where in fact maling mali kayo if you are a customer service centered hotel the first question nyo dapat is How’s our hotel? then the rest follows.

8.) I was shocked also when you told us na sana yung schedule namin sa tour ng students pag uwi sa hotel dapat pagod na students para sleep nalang sila no time to move na sa hotel. Napaka IRRESPONSIBLE naman na statement nay an. We all have the rights na gumamit sa hotel wt time we want ano paki alam nyo we are paying for it. If your concern baka meron masira or ma damage ang mga students sa room or sa hotel e di e bill nyo sa amin kailangan pa ba e inform kami sa gastos nyo nakakatawa naman kayo mura man gud mo NATAGAWAN sa inyo new kunohay nga hotel.

9.) Yes it is important na maganda ang facilities pero mas important ang customer service sana sa management nyo meron kayo training on how to deal with customers regardless of their color, status, religion, among others. Mura man gud ug naka MINOS mo namo. E remind tamo nga ang major nako sa Doctoral nako is Organizational Development and Transformation. I am a registered nurse and a master in nursing and master in organizational development and doctor in organizational development. My staff na sumama sa tour is a doctor in business administration, yung dalawa master in information technology at yung isa is a master in hotel and restaurant management. Kaya during our meeting after our talk last friday nakatawa me ninyo kay mura man tawn mo walay mga training sa management.

A piece of advice lang po, treat all your guests with utmost respect that is full of care and be hospitable because that is what is your business all about. You belong to hospitality industry and i believe you firmly understand what that means. Nice to have a new facilities wherein dapat naman talaga so dat you will be more competitive but first and foremost the way you treat and care your guests is the most important one. Water as a basic service, warm welcome and treatment and most of all sana ma feel namin na we are welcome and we are at home na we fill comfortable and ease while staying in your hotel. SANA GANUN KAYO!

Also, try to look your venue restaurant napaka walang privacy pag kakain ka daming tao na pass by. wrong placement sana meron inclusion naman while kakain tayo at least meron man lang privacy ng kunti. Also provide the rooms with directories like front desk, house keeping, etc, also provide menu in the room so that those who want to order food room service meron kami ma tingnan yan ginawa ng ibang hotels.

Next time also, if takot talaga kayo then wag na kayo accept students or better if put them in the garage or pull out the carpets kasi natatakot kayo ma damage sana di nalang mo nag carpet kay mura man mo ug tagaw. Makatawa man lang ta ninyo.

Hoping you will be more open to comments.

Thanks for a NOT NICE ACCOMMODATION to us we truly treasure it.

Dennis P. Mxxxxx, RN, MN, MAOD, DODT

Director for Academic Affairs and

Head, Planning and Development Center

Priorities

It's Good Friday and that means I have a long weekend ahead. Since my office follows the Australian holidays, we have Easter Monday off, too! Sweet!

Anyway, I just enjoyed some of the KFC Bucket Meal I had delivered to my home. I had ordered it for our lunch. Unfortunately, I had to eat it alone. My mom does not get off work until about 1 this afternoon, and my sister is somewhere out there, having drinks with her friend. Yes, at 11 in the morning, she is sober no more.

I did not really speak to my sister for about a week now since she blew me off for her friends. I hate it when that happens. I am always there for her when she needed me or needed my company, at least. Could she not do the same for me?

It all started when one afternoon, at around 3PM, she called me up on my cell. I was at work that time. I don't clock out till 4PM. She asked if I had a class to teach later that afternoon (I also teach English to a Korean from 5PM to 7PM). I had to tell her that I do have a class that afternoon. Of course I asked why she asked, and she replied that she wanted to eat dinner with me.

I told her that we can meet in Ayala since that would be in the middle of my student's house and our house, where she was. She told me that she would just text me after my class.

At 7PM, I was on my way to SM to buy supplies for the office. I asked her if she still wanted to meet and that maybe we can just meet at SM. She said that she didn't feel like going out anymore. In her words, she felt 'lazy'. I didn't push her and hung up.

Imagine my surprise, and disappointment, when I got a text from her saying that she was going out with some friends. This was just some 10 minutes after I spoke with her! I called her after an hour and asked if she was going home anytime soon, thinking that we could go together. She said that she had no idea what time they will be going home and that they were probably going to the beach.

She was not yet home when I left for the office early the next morning. If her priorities are her friends, then fine. Go drinking with them all night if that's what you want to do. Don't come crying to me because you're sick of pneumonia or something else due to your late night drinking sessions. I will no longer be your nurse and I will no longer be there at your beck and call. I had counted on you to be the only rational and logical reason for me to come back to Cebu. Not anymore.