AAAAzhuanyekaisuo
August 2, 2023
I heard that Xi'an is a civilized and friendly city, but the carefully selected hotels when traveling to Xi'an are so irritating.
1. Poor service attitude, shirk the blame when something goes wrong, and resolutely refuse to look for problems within oneself. The air conditioner in the room leaked, making the bed and pillows wet. We made two phone calls at the beginning to respond to the problem with nice words, but it was not solved. Moreover, the hotel first blamed the customer and blamed us for turning the air conditioner too low, which caused the water leakage. The hotel was unapologetic and did not comfort us throughout the whole process. Customer attitude. From 10 o'clock in the evening, they said it would be solved within 10 minutes, but it was barely solved until 1 o'clock in the morning, and we changed hotels. During the negotiation process, only the front desk came to negotiate, and what they said was very unpleasant. They kept insinuating that we broke the air conditioner, and the solution was delayed. Reasonable demands were not met, and there was no apology. The hotel manager also He never showed up and gave no better solution. We are also dissatisfied with the outcome of the incident. The hotel did not treat us as customers at all from the incident to the aftermath. They thought we were easy to bully when looking at the dishes. Shouldn't we safeguard our reasonable rights and interests? So far, the hotel has not called us to explain the matter and express their attitude.
2. After the problem: When we left the hotel that night, the front desk told us that we had applied for the check-out fee on Ctrip. Later, Ctrip would call us for verification before refunding us. It was not until the next afternoon that we called Ctrip customer service. After knowing that the hotel did not apply, the customer service helped us contact the hotel for a refund. After calling the customer service, the refund was successful immediately. If you encounter this kind of thing in the future, please call Ctrip directly. Don’t assume that the hotel will handle it for you immediately.
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