Which five-star hotel did the couple stay in and the door was opened in the early morning?

At about 1 am on October 21st, the room where Sun Peng (a pseudonym) and his wife stayed was swiped open by two middle-aged men with their hotel room cards.

"The scene was frightened and chaotic." Sun Peng recalled that they thought they were robbed, and the two sides even almost got into a fight. These two middle-aged men are also hotel customers and have lived in this room for several days.

The Ritz-Carlton Shanghai Pudong, where Sun Peng and his wife stayed, is a five-star hotel. Afterwards, the hotel signed an agreement with them: the hotel offered one night's accommodation free of charge and another night's accommodation, and Sun Peng could also choose a gift within 1, yuan.

that night, when Sun Peng went to the hotel to pick up the gift, she was told that the compensation was suspended because she had leaked it to the media.

Sun Peng recalled that on October 21st, he and his wife arrived at the Ritz-Carlton Hotel in Shanghai Pudong New Area according to the reservation. The front desk told me that the hotel was full that day and the hotel was being cleaned. It is recommended to check in again in an hour.

they waited for nearly two hours, but the room was still not ready. To apologize, the hotel upgraded their reserved room to a landscape room for free, and the staff brought it into the room. "At that time, the room was obviously just cleaned up. Everything was neat and there were no obvious personal belongings." Sun Peng told The Paper that he and his wife were satisfied and settled down.

what they didn't expect was that at 1 am the next day, two middle-aged men held hotel room cards and brushed open their doors.

"The scene was frightened and chaotic." Sun Peng recalled that they thought they were robbed, and the two sides even almost got into a fight. After asking a little about the situation, the two sides came to the front desk together.

It turns out that the two middle-aged men in the back room are also hotel customers and have stayed in this room for several days. On the same day, they didn't brush the door with their original room card, so they went to the front desk to renew their magnetism, then returned to the guest room and brushed the door.

why is a room opened to two customers at the same time, and even the customers didn't find it when they renewed their magnetism? The hotel did not give an explanation for this problem. "Not only is there no explanation, but there is no apology." Sun Peng said.

that night, the hotel separated two groups of guests. Sun Peng and his wife were arranged to rest in a presidential suite, but they were wide awake.

They analyzed in detail: Why can't guests who have stayed for a few days see any personal belongings in their rooms? Not only did they not see it, but also the staff who showed them the room at that time did not see it.

After the event, Sun Peng's wife recalled that it was not completely without personal belongings, but rather hidden. For example, there were several chargers and a deck of playing cards in the room. At that time, they saw them and thought they belonged to the hotel. In the corner of the bathroom, there was a bottle of hair gel, but because it was too hidden, the couple didn't notice it.

but anyway, the couple were frightened.

On the morning of October 22nd, Sun Peng began to negotiate with the hotel staff until 3 o'clock in the afternoon. "Without an apology, I feel that they don't pay attention to this matter, just talking about a deal." Sun Peng said that as a result of the negotiation, the hotel gave the couple one night's accommodation free of charge and another night's accommodation. In addition, Sun Peng could choose any gift worth less than 1, yuan.

Just when Sun Peng thought it was over, the hotel asked him to sign an agreement. Sun Peng read it again, thought there was no problem, and signed it. Then, the agreement was withdrawn by the hotel.

however, Sun Peng didn't expect that this agreement put him in a passive position again.

Such an incredible thing happened in Ritz-Carlton, and Sun Peng reasoned about it and took it to the media.

Li Minglin, PR manager of the Ritz-Carlton Hotel, responded: For the Ritz-Carlton, the safety and privacy of guests are the most important. No matter who is staying at the hotel, whether it is staying or not, what happened, whether it is good or unpleasant, the hotel will not disclose it to a third party. If the guest encounters such a thing, it is recommended to come directly to the hotel. The hotel will investigate and help the guests solve the problem.

One of the compensation promised by the hotel to Sun Peng is to choose a gift within 1, yuan. This gift, because it takes time to prepare, was originally purchased, and Sun Peng went to the hotel to collect it.

on the evening of October 23rd, Sun Peng went to the hotel as scheduled. He was received by the front office manager of the hotel and an Italian executive. The front office manager translated the opinions of hotel executives. Because Sun Peng had signed an agreement before, but now he told the media about it, they received many phone calls from the media that day. They thought that Sun Peng had violated the agreement, so the compensation was suspended and their conversation ended that day.

Sun Peng intended to further argue with the hotel, but Italian executives stopped the translation and took it away.

afterwards, Sun Peng carefully recalled that the agreement mentioned by the hotel was issued by the hotel after the two parties had discussed the compensation matters, which stated that the customer would be compensated based on what happened in the hotel, and at the same time, the customer promised not to pursue the legal responsibility of the hotel.

"I'm sure I didn't tell the media about this." Sun Peng insisted that he told them at that time that no matter how this matter was handled, he would definitely tell the media.

However, Sun Peng said that since he would stay at the Ritz-Carlton, he and his wife did not come for the so-called compensation.

"There is such a big omission in hotel management, but we don't pay attention to it. We can't empathize with the customer's experience, and we don't apologize or have the sincerity to rectify afterwards. Shouldn't we remind everyone not to blindly believe in the so-called brand of Ritz-Carlton?" Sun Peng added.

marriott international Chinese official website, which belongs to The Ritz-Carlton Hotel, shows that The Ritz-Carlton Pudong is a five-star hotel, located on the 18th floor at the top of Lujiazui Guojin Center. The room occupancy price of this hotel is more than 2, yuan per night.