Why was the door of Ritz-Carlton opened by two men in the early morning?

At about 1 in the morning, the room where Sun Peng (a pseudonym) and his wife stayed was opened by two middle-aged men with hotel room cards. They thought they had been robbed, and the two sides even almost fought. These two middle-aged men are also hotel customers and have lived in this room for several days. Afterwards, the hotel signed an agreement with them: the hotel will give away one night's accommodation and another night's accommodation for free, and Sun Peng can also choose a gift within 1000 yuan. That night, when Sun Peng went to the hotel to get the gift, he was told that the compensation was suspended because he disclosed the matter to the media.

The door was opened in the early morning.

Sun Peng recalled that on June 2 1, 1, he and his wife arrived at the Ritz-Carlton Shanghai Pudong New Area as scheduled. The front desk told me that the hotel was full that day and the hotel was cleaning. It is recommended to check in after one hour.

They waited for nearly two hours, but the guest room was still not ready. In order 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 is neat and there are no obvious personal belongings. " Sun Peng told reporters that he and his wife were satisfied and settled down.

What they didn't expect was that the next morning 1 point, two middle-aged men took the hotel room card and brushed the door. "At that time, the scene was in panic and chaos." Sun Peng recalled that they thought they had been robbed, and the two sides almost fought. After asking a little about the situation, the two sides came to the front desk together.

It turned out that two middle-aged men in the back room were also hotel customers and stayed in this room for a few days. On the same day, they didn't use the original room card to brush the door, so they went to the front desk to renew the magnetism, and then went back to the guest room to brush the door.

Why is a room open to two customers at the same time, even though the customers have regained magnetism? Not only did the hotel not give an explanation for this problem that day, but no one in the hotel explained it to Sun Peng until the press release. "Not only did there be no explanation, but there was no apology." Sun Peng said.

That night, the hotel separated the two groups of guests. Sun Peng and his wife were arranged to rest in a presidential suite, but they were completely awake. Afterwards, Sun Peng's wife recalled that she didn't have personal belongings at all, but hid them. For example, there are several chargers and a deck of playing cards in the room. When they saw it, they thought it 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.

101On the morning of October 22nd, Sun Peng began to negotiate with the hotel staff until 3 pm. "There is no 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 and the other night's accommodation free of charge. In addition, Sun Peng can choose any gift with a value less than 1 ten thousand yuan.

Just when Sun Peng thought it was over, the hotel asked him to sign the 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 himself in a passive position again.

After resorting to the media, the compensation was suspended.

This incredible thing happened in Ritz-Carlton, and Sun Peng argued for it and exposed it to the media.

1October 23rd, 10, the reporter came to the Ritz-Carlton Hotel, and its public relations manager Li Minglin responded that for the Ritz-Carlton, the safety and privacy of guests are the most important. No matter who checked into the hotel, whether they checked in or not, what happened, good or bad, 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 guests solve problems.

Among the compensations promised by the hotel to Sun Peng, one is to choose gifts within 10,000 yuan. This gift was originally purchased because it took time to prepare. Sun Peng went to the hotel to collect it.

101On the evening of October 23rd, Sun Peng went to the hotel as scheduled. He was received by the hotel front office manager and an Italian supervisor. The manager of the front office translated the opinions of the hotel management. Because Sun Peng had signed an agreement before, but now he told the media about it, and 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 argue with the hotel further, but Italian executives stopped the translator and took him away. Afterwards, Sun Peng carefully recalled that the agreement called by the hotel was issued by the hotel after the two sides discussed the compensation, which stated that the customer would be compensated according to what happened in the hotel, and the customer promised not to pursue the legal responsibility of the hotel.

Sun Peng insisted that he told them at that time, and no matter how this matter was handled, he would definitely tell the media. But Sun Peng said that since he wanted to stay at the Ritz-Carlton, he and his wife didn't come for the so-called compensation. There are such big omissions in hotel management, but we don't pay attention to them. We can't empathize with the customer's experience, and we have no sincerity to apologize or rectify afterwards. Shouldn't we remind everyone not to blindly believe in Ritz-Carlton's so-called brand?

According to the Chinese official website of Marriott International Ritz-Carlton Hotel, The Ritz-Carlton Pudong is a five-star hotel, located on the top floor18th floor of Lujiazui Guo Jin Center. The room occupancy price in this hotel is more than 2000 yuan per night.