NYのウェスティン・タイムズスクエアで不愉快な対応を受けて
どうにも納得できなかった私は、帰国してからホテルのHPにメールしてみたのです。
実に稚拙な英語ですが、意味はなんとか伝わるでしょう。
when I cheked out of your hotel at 7:53am Augst 19th wednesday, I was told
I had to pay for the drinks in the refrigerator which I never drunk.
Actually the receptionist told me to sign this paper, 2 bottles of coke $14.4,
2 bottles of water $19.2=$33.6. But I didn't drink those drinks.
I just moved them in order to put my own drinks into the fridge.
I explained her that, but she said you have to pay because you moved the drinks.
She was an African American, and her attitude was very unkind,unfriendly,and arrogant.
At last she told me, it's all right, with no smile.
But she never told us thank you for staying for 2 nights.
I've been traveling to the US and Europe so many times,but I never had such
an unpleasant experience at the famous hotel.
I really want to hear your comment about this issue.
しかし何の返事もなし。
一週間以上経ってもうあきらめていた頃、恵比寿ガーデンプレイスで映画を観ました。
その後、友人とその奥のウェスティン東京でお茶を。
久しぶりのウェスティン、真っ白なカサブランカが豪奢に盛られ、大理石はピカピカ。
落ち着いたラウンジで、彩りよくお皿に盛られた秋のケーキと芳ばしいコーヒーを。
従業員たちはニコニコてきぱきと気持ちよく応対してくれる。
その優しい態度に勇気づけられ、そこのコンシェルジュに話してみたのです。
それは申し訳ないことをと謝罪され(いえ、オタクのせいじゃないんですけど)
私が送って無視されたメールをもう一度、ウェスティン東京から転送して貰えることに。
そして3日後。
Thank you very much for your correspondence through our Starwood Customer Service Center.
We are tremendously sorry to learn of the inconvenience you had to endure upon your departure from our hotel, as this is not the service of which we are proud here at The Westin New York at Times Square
and most certainly not the level of service you well deserve as our valued guest.
We have identified the member of our Front Desk staff who interacted with you
and can assure you we will be addressing this serious transgression with her
and her supervisors immediately so that this behavior may not repeat itself again.
In the meantime, we truly hope you may accept our sincerest apologies as you
clearly did not deserve to be treated this way.
Of course, we remain at your complete disposal should there be anything in
which we may be of assistance on your next trip to New York.
In the meantime, please accept our very best regards.
まあなんと表面的な謝罪文!
クレーマーにはこんな風に対処せよという、マニュアル通りといったような。
貰っても心に届かない謝罪メールがあるということを、私は初めて経験しました。
でもとにかく返信してくれた訳だし。
無視されるよりはどれだけましか。
結論。
ウェスティンNYには二度と行きませんが
ウェスティン東京は贔屓にさせて頂きます。
(写真はウェスティン東京にて)