Readers' Sharing：一段追討積分的過程 @ 深圳南海希爾頓

編按：是次分享是忠實讀者Wing Sum來信
分享他一次在內地Hilton的積分追討經歷
實在是太折騰了
如果可以我真想問問這些Guest Relations Official 到底是不是智障呀
完全完美的避開重點／無視投訴／沒有跟進／認錯人
現在我覺得比較會回應投訴的只剩Hyatt了
真的好悲哀

深圳南海希爾頓 - 官網照片

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事情是這樣的, 小弟襯著五一長周末利用Hilton Premium Club的周末七折住宿券跑到深圳南海希爾頓住了兩晚順道當作Status Match 刷房, 由於手上還有一張250CNY的餐劵所以其中一晚就和女友到餐廳吃自助餐~ 註: 我不是Premium club 會員只能說劵來自有方. 

整體來說這次住宿除了五一人滿為患即使願意科金也排不到estandby 升級conrer room / suite 及酒廊妹妹看到我一身寒酸衣著反應冷淡令我非常不爽外 是不過不失的. 由於普普通通一間行政房沒什麼好review. 所以這次就主要分享一段小插曲

所說的自助餐結帳時是用簽單方式, 到check out 前檯問有沒有其他消費時就自然申報這個帳單. 但前檯說: 沒記錄. (矣~?) 前後共三次, 我強調真的有用餐, 前檯妹妹也幫我打電話到餐廳問. 還堅持說: 真的沒有記錄!! 好吧既然hilton 要請吃飯那我也沒辦法, 就結帳及帶著我終於有人品爆發既一日既心情離開. 

當然人品只是維持了一日... 我就收到email:

Dear MR. xxx

Warm greeting from Hilton Shenzhen shekou Open Restaurant.

It is our pleasure to have you as our honorable guest on 30th April for dinner buffet, we sincerely hope you had a wonderful experience with us.
I want to express my sincerely apologize to you, Because After your departure we noticed that we charged your dinner bill to the wrong room by mistake.  
Please kindly find the bill as attached.
If you agree we would charge the open bill to your credit card  with your authorization only, or you can pay by Weichat account.

Thank you very much for your supporting.

Thank you very much
Best Regards

XXI全日餐厅经理
XXXXX I  Open Restaurant Manager- Operations


 深圳蛇口希尔顿南海酒店
HILTON SHENZHEN SHEKOU NANHAI

Email 還很細心地附上我在餐廳簽的那張單和我CO 時的帳單以防我不認帳.

由於我的確有用餐, 所以也沒有不找數的打算. 但基於跌落地楋翻揸沙的精神在回信中小小抱怨一下我當天有三次主動詢問帳單但你們堅持說沒有記錄, 那好我今天體諒你們工作願意用信用卡付錢, 請告訴我下一步行動及請幫我計算餐費該有的積分. 

果然談到錢效率還是奇高的, 不到一天我就收到第二封email:

Dear MR. XXX 
Thank you very much for your understanding.
We took RMB650.9 from your credit card already. We will follow up on your Hilton Honor card Points as well.

Thank you again


Best Regards

XX全日餐厅经理
XXXXXXI  Open Restaurant Manager- Operations


說真的收到這電郵我有錯愕了一下, 原來他們能隨意從我一張已經取消了預授權的信用卡上收取任何費用而不用我再簽名授權什麼的嗎? 雖然他有提到只要我授權就好. 但我想不到所謂的授權就是我回了一句: Perfer settel by credit card 就直接往卡裡刷. 當時有很認真想就這一件事向美國總公司投訴. 但因為小弟EQ太高氣得快散得更快. 隔了兩天比較有空時氣已經消了, 就忘了這事.

而同日亦有一位GR officer Emily 幫我發email 給她們同事cc給我說積分的事: 

Dear team member,

Warm greetings  from Hilton Shenzhen Shekou Nanhai .

Due to we lost posting RMB650.9 of the restaurant upon guest checked out, and the guest paid today.

Could you please kindly find the attachment and help our guest  Mr. xxx to get this points .

CON#3330888320   HHonors # 637xxxxx

If you require any further information, please do not hesitate to contact me.

Kind Regards.

xxx I 宾客关系主任
Emily xxx  I Guest Relations Officer

這次公開這位Emily 的名字是有原因的. 之後隔了一星期, 說好的積分呢? 就再去信這位emily 理問一下有沒有什麼update, 結果一位Bryan B. 這位聰明過頭的小朋友跑出來搶答:


Hi Emily,

Thank you for your message to HHonors Hotel Help regarding member's missing stay credit. We appreciate you taking the time to contact us.

We are pleased to confirm that the stay at the Hilton Shenzhen Shekou from April 29 to May 1, 2017 was posted to your Hilton Honors account on May 1, 2017. The member received a total of 8,507 Points and 600 miles for the stay. Please note it may take up to 30 business days from the date posted for the miles to reflect on the member's frequent flyer account. 

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please contact Brand Support.

Happy travels,

Bryan B. 
Corporate Guest Relations Specialist 
Hilton Reservations and Customer Care 

Hi Emily.. Emily...Emily 我說這位天才兒童連客人來信連上下款及問的問題都看不懂就有權限回信, 我也是佩服了. 馬上就回信教導一下這位小孩:

Dear Bryan,
Thank you for your reply but please clarify that the "points" I'm talking about is based on the Dinner Bill which charged me on 3/5/2017.
I guess you said the 8,507 pts. and 600 miles are just counted base on my "stay". 
By the way, "Emily" is your colleague, the Guest Relations Officer of Hilton Shenzhen Shekou Nanhai. Not me, please noted.

Regards,

xxxxxx

之後又有另一位CS 回信, 對叫錯客人名字的事絕口不提, 只是用Additonal information 輕輕帶過:

Hi xxx 

Thank you for the additional information.

If the charge for your dinner bill was on  the folio/invoice then the stay will earn points. While we are eager to process your request, the details of your stay must be verified with our hotel before we are able to provide credit to your account. I have taken the liberty of opening a case on your behalf and once verified, credit will be issued. For your reference, your case number is 6884460.

Thank you in advance for your patience and if you should have any questions regarding your stay, please feel free to contact the hotel directly at 86-755-2162 8888.


As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at HiltonHonors@hilton.com .

Best regards,

Shae D. 
Corporate Guest Relations Specialist 
Hilton Reservations and Customer Care 

但看來比較認真對待了, 居然有個case no. 之後... 13/5的回信. 到昨天為止音訊全無.

今天空作比較空就寫了一封用Very Disapointed 開頭的信問情況並cc 到
diamond@hilton.com、
diamond@hrcc-hilton.com、
hilton_comments@hrcc-hilton.com

我不知道是否因為語氣較強硬和cc到diamond @ xxx 的原因, 那張verify 了三星期的帳單不用半天就verify 好, 一回還回兩封:

Dear xxx,

We apologise for the delay in your case 6884460 being resolved. We have now manually adjusted your stay to reflect the additional 650.10 CNY charge incurred on Food and Beverage during your stay. Please accept our apologies for the delay.

If there is any further way we can be of assistance, please do not hesitate to let us know.

Kind regards,

Daniel 

Daniel Boyd 
Corporate Guest Relations Specialist
International Operations 
Hilton Reservations and Customer Care
___________________________________________________________________________

Hi xxx ,

Thank you for getting back to us.

We are pleased to confirm that your stay at the Hilton Shenzhen Shekou from April 29 to May 1, 2017 was adjusted to your Hilton Honors account on May 25, 2017. Your account has already been credited for the missing food and beverage for the amount of $650.10. You received a total of 9,648 Points and 927 miles for your stay. Please note it may take up to 30 business days from the date posted for the miles to reflect in your frequent flyer account. 

To view your stays online, please visit www.hiltonhonors.com and sign on to your account using your Hilton Honors number and password. You may view your posted stay details under My Points by clicking the 'All Points Activity' link.

As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at HiltonHonors@hilton.com .

Happy travels,

Sienna P. 
Corporate Guest Relations Specialist 
Hilton Reservations and Customer Care 

總結:

先謝謝大家有耐心看到這裡, 其實吃飯要埋單, 我對這事沒懷疑的, 也從來沒打算吃霸王餐. 但這明顯是酒店的過失我本來期望他們會比較好言相向說:下次來用餐給你一個9995折之類的無謂優惠. 一句Thank you 就往我的卡裡刷也夠震驚. 不是應該再補一封email來說如果你不反對我們就從你用來做預授權的卡裡扣錢, 不用再提供卡號什麼什麼的... 


而其實我相信自己也算是一個好旅客, 從來都不會主動談心討升級或動不動就投訴想拿賠償的人. 因為接受能力太高所以很多事情也是"反正住x晚算吧...這心態去應對. 但從這事看來原來在酒店界眼中好客人就代表不用理會的閒人. 如果我今天沒有用比較重的語氣發封email. 天知道那少少幾百元的帳單還要Verify 多久? 會吵的鳥兒有蟲吃~ 原來是真的.

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Comments

Justin覺得整個事情有值得學習的地方
就是適時CC比較高權限的Email
如讀者Wing Sum就CC了去Diamond的Guest Relations
看看馬上就得到處理了

不過我如果在退房時明明有餐食收費
前台卻表示沒有的話
我會堅持說若你們現在表示沒有
以後再來追的話我確認不會付費
不是不想付 是一開始要付錢你又不讓付
後來又要追又要Email來回
大家的時間都值錢 別做這些智障的事情拜託😉