Surprised by customer service

[jackdd]

We often read from people who have a problem, not even caused by them, and then have trouble to get any kind of customer service, to get a refund or similar.

This weekend I got quite surprised and wanted to share it.

 

A few weeks ago my girlfriend planned a trip for us and some family members to Koh Larn, booked two rooms at a hotel/resort there, 4k THB total cost, transfered it to their bank account in advance and the booking was confirmed by them through Facebook.

When we arrived in Koh Larn, to our surprise we were told that the rooms are already full. My girlfriend showed them the chat where they confirmed the booking, and at this point it was at least clear that it was their fault, the person who confirmed it in Facebook forgot to book it into their booking system.

While we were waiting for them to analyze the situation I did of course already go through the various possible outcomes, my expectations for the outcome were one of these:

- We can't stay there because they are full, and because the owner/manager isn't there they also can't return the money now

- They return the money, but we are left alone to find another place to stay

- Return money and help us to find a place

 

A little while later, it turned out that the guy at the reception was actually the owner or manager.

He directly returned the money 4k THB in cash and said sorry many times. Then he showed us some pictures of another place where we could stay, he had already confirmed that they still have free rooms.

I checked the other place on Google, not as nice as his place, but looked ok, and 1.5k per room per night, so a bit cheaper.

So we agreed with this place, and he offered to take us there.

Obviously everybody's mood was a bit dampened, but I thought it did at least go relatively well for Thailand standards, was also solved quite quickly.

 

He drives us over to the other hotel with his shuttle vehicle, and we are checking in there, he is still with us at the reception at the other hotel.

It's time to pay and they ask for the 3k THB. And now a very big surprise, the owner/manager says that he will pay it for us, because of the trouble he caused for us, so he did.

This really surprised me, this was obviously not on my "expected outcomes" list.

 

In contrast to the usual complaints about customer service situations, do you have any stories to share which surprised you positively?

[The Hammer2021]

Your experience is similar to mine in Thailand. I usually get excellent help and service. People who consistently get bad service are probably responsible themselves because of their attitude, lack of manners etc. Often poor service is a communication or cultural issue.

[Thunglom]

After over 20 years in Thailand, I've noticed that some people in the tourist industry are beginning to come kicking and screaming into the 21st century.

However the overriding principles in Thailand customer service is caveat emptor and the customer is always wrong. 

I have now settled dozens of customer service problems satisfactorily and find that smiling and not shouting is most productive - persistence also works.

but I would say that I'm so glad to hear of your result on Koh Larn. Lets hope a few more Thai businesses sit up and take notice.

[HAPPYNUFF]

I must say, generally  I have received very  professional service  at   those hotels I have stayed in, in Thailand.  However, I   still recall  one particular hotel  I  had  booked  , for my wife and I on line, while we were still  living overseas.

This is a  well known hotel  here, with   hotels in several locations.

As  I had booked one of those "package tours" those  days,  the deal included breakfast for   both of us.   We arrived at the hotel  around 11pm,  things were quiet at the check in desk, and the night manager, a young guy, was very busy, talking to a female on the phone, as my wife told me, as she  could hear  him.  We  were treated in a cursory fashion, arrival cards  tossed at us, passport  grabbed, photocopied, with one hand, the other still clutching  his phone, room keys tossed at us,, so off we went to our room.

We stayed at this particular hotel  5 days,  ordering room service for breakfast each day, and  giving the  maid or waiter a good tip each morning, ,however, on checking out I was presented with a bill for  some 2000 baht, and told  this was for our breakfast.  I  explained our booking had included breakfast, and was told we should have attended at the restaurant each AM for  breakfast, not  have it via room service.  I realise now, this is the norm, but  those   distant days I wasnt aware of that requirement, and now  also know  I should have been advised of that by the duty night manager, or given  dockets/tickets, for   breakfast.   I also  asked what was the difference whether we ate in our room, or the restaurant, but payment was still demanded.   I refused.   the manager, a Thai female  then  spoke to me in a most  contemptuous manner, and merely  glared at my wife, assuming I suppose, she was   a one night stand bar girl, and was told the police   would be called.    I   told them good,  get a lot of them because Im not  giving    you one baht  and gave  her a return look of contempt,  We walked out.. Last time we ever  gave our custom to that hotel chain.    I realise   this was partly due to my lack  of knowledge of hotel procedure those days, but  the  manner we were spoken to was uncalled for and  I  now  understand it is a Thai trait to  those  they consider beneath them, as us farangs  seem to be....      Happy now, rant over...

[HampiK]

1 hour ago, HAPPYNUFF said:

I must say, generally  I have received very  professional service  at   those hotels I have stayed in, in Thailand.  However, I   still recall  one particular hotel  I  had  booked  , for my wife and I on line, while we were still  living overseas.

This is a  well known hotel  here, with   hotels in several locations.

As  I had booked one of those "package tours" those  days,  the deal included breakfast for   both of us.   We arrived at the hotel  around 11pm,  things were quiet at the check in desk, and the night manager, a young guy, was very busy, talking to a female on the phone, as my wife told me, as she  could hear  him.  We  were treated in a cursory fashion, arrival cards  tossed at us, passport  grabbed, photocopied, with one hand, the other still clutching  his phone, room keys tossed at us,, so off we went to our room.

We stayed at this particular hotel  5 days,  ordering room service for breakfast each day, and  giving the  maid or waiter a good tip each morning, ,however, on checking out I was presented with a bill for  some 2000 baht, and told  this was for our breakfast.  I  explained our booking had included breakfast, and was told we should have attended at the restaurant each AM for  breakfast, not  have it via room service.  I realise now, this is the norm, but  those   distant days I wasnt aware of that requirement, and now  also know  I should have been advised of that by the duty night manager, or given  dockets/tickets, for   breakfast.   I also  asked what was the difference whether we ate in our room, or the restaurant, but payment was still demanded.   I refused.   the manager, a Thai female  then  spoke to me in a most  contemptuous manner, and merely  glared at my wife, assuming I suppose, she was   a one night stand bar girl, and was told the police   would be called.    I   told them good,  get a lot of them because Im not  giving    you one baht  and gave  her a return look of contempt,  We walked out.. Last time we ever  gave our custom to that hotel chain.    I realise   this was partly due to my lack  of knowledge of hotel procedure those days, but  the  manner we were spoken to was uncalled for and  I  now  understand it is a Thai trait to  those  they consider beneath them, as us farangs  seem to be....      Happy now, rant over...

I am surprised how you come to the conclusion that the in-room breakfast should be free (I know at covid time there were hotels given this specials, as it was better in-room than a crowd in a restaurant). But which hotels you attend before (as you told you your hotels in several locations) gave you in-room breakfast?

I stay in hotels often, and this is not the norm! In my view (yes the young guy should told you) but you also could have asked instead of ordering in-room and then complain!

[DrJack54]

Really surprised that OP had his room paid for him. Great result.

Think the owner went the whole 9 yards.

I have zero issues with accommodation in Thailand and we travel a LOT.

Some people prefer the low key level of service. That's my go.

Personally don't see need for much improvement Thailand service wise.

 

By way of comparison I find the level of service and general friendly manner of the staff in hotels at places such as Hanoi to be step up.

 

Edited December 14, 2021 by DrJack54

[seajae]

While most hotels are quite good and reception/service does a great job there are some that leave a lot to be desired. We have stayed in sone high quality hotels and have been  treated with disdain by the owners/staff, far too arrogant to be on reception as we have found in a few thai reception areas not just hotels, while most are really good there are those that are not and the majority of them are the more expensive ones, the cheaper ones seem to appreciate your custom a lot more

Edited December 14, 2021 by seajae

[moe666]

I have a friend in Chiang Mai who owned a small hotel, he had a customer who complained about no parking but they had no car. It comes from both sides, people pay the cheapest they can find then some how expect 4 star service. I have never had any problem with booking a hotel are staying in one for over 21 years of Thai time.

[Nong Khai Man]

On 12/14/2021 at 7:23 AM, HAPPYNUFF said:

I must say, generally  I have received very  professional service  at   those hotels I have stayed in, in Thailand.  However, I   still recall  one particular hotel  I  had  booked  , for my wife and I on line, while we were still  living overseas.

This is a  well known hotel  here, with   hotels in several locations.

As  I had booked one of those "package tours" those  days,  the deal included breakfast for   both of us.   We arrived at the hotel  around 11pm,  things were quiet at the check in desk, and the night manager, a young guy, was very busy, talking to a female on the phone, as my wife told me, as she  could hear  him.  We  were treated in a cursory fashion, arrival cards  tossed at us, passport  grabbed, photocopied, with one hand, the other still clutching  his phone, room keys tossed at us,, so off we went to our room.

We stayed at this particular hotel  5 days,  ordering room service for breakfast each day, and  giving the  maid or waiter a good tip each morning, ,however, on checking out I was presented with a bill for  some 2000 baht, and told  this was for our breakfast.  I  explained our booking had included breakfast, and was told we should have attended at the restaurant each AM for  breakfast, not  have it via room service.  I realise now, this is the norm, but  those   distant days I wasnt aware of that requirement, and now  also know  I should have been advised of that by the duty night manager, or given  dockets/tickets, for   breakfast.   I also  asked what was the difference whether we ate in our room, or the restaurant, but payment was still demanded.   I refused.   the manager, a Thai female  then  spoke to me in a most  contemptuous manner, and merely  glared at my wife, assuming I suppose, she was   a one night stand bar girl, and was told the police   would be called.    I   told them good,  get a lot of them because Im not  giving    you one baht  and gave  her a return look of contempt,  We walked out.. Last time we ever  gave our custom to that hotel chain.    I realise   this was partly due to my lack  of knowledge of hotel procedure those days, but  the  manner we were spoken to was uncalled for and  I  now  understand it is a Thai trait to  those  they consider beneath them, as us farangs  seem to be....      Happy now, rant over...

Name & Shame M8 ??

[Nong Khai Man]

On 12/14/2021 at 8:37 AM, HampiK said:

I am surprised how you come to the conclusion that the in-room breakfast should be free (I know at covid time there were hotels given this specials, as it was better in-room than a crowd in a restaurant). But which hotels you attend before (as you told you your hotels in several locations) gave you in-room breakfast?

I stay in hotels often, and this is not the norm! In my view (yes the young guy should told you) but you also could have asked instead of ordering in-room and then complain!

Whenever We have stayed in Hotels here the Breakfast can be taken IN Room Service at NO Extra cost,But We Never did that as I Don't like Crumbs off Me Toast getting in the Bed......

[Thunglom]

I think personal anecdotes have a limited value here apart from amusement.

It would appear however, that many people don't actually appreciate what customer service really is.

 

any people come to Thailand wit very limited travel experience and even less variety of experience.

when they get to a resort with a classic with sandy beach, and waving palms, they are usually vey impressed.

in their room a leelawadi flower is placed on the pillow and the towels are knotted to look like a swan. ... None of this is customer service.

 

Real customer service occurs when a mistake is make (as in the OP) and the company then puts it right promptly and satisfactorily.

Usually most people on a 2 to 4 week stay have no need to test the mettle of their resorts customer service.

They love the way bellhops and maids bustle about and they get cocktails at a cheap price - with the low rates of pay in Thailand it is possible for resorts to employ many more staff than in the west and many menial services exist in Thailand that would be out priced in the West.

 

So one really needs to think what CS really entails and in general in Thailand the philosophy falls short of good industry expectations.

 

[CharlieH]

Well I had an experience on Monday with a large DIY chain.

From a previous purchase I was given a 1000 baht discount voucher. Went into the store picked an item.

Got to the checkout and the cashier said "No" ! and just slid it backl I said what do you mean "no" ?

  computer not accept, cannot use. I then asked for a Supervisor, Person appears tries various attempts at the checkout and again says "cannot".

At this point I asked for a specific explanation, as the voucher was clear and within date.

 

We then get referred to the Customer Service desk. Here they explain that the voucher cannot be used for the item I am purchasing. I then pointed out that the voucher does not state any restrictions Terms ot conditions only that the purchase nade was over 2k. Thry said sorry but nothing they can do.

Now I start to get upset, a little loud, and demand to see the Manager ! I am messed around a little, told to ring the call centre Then another aSupervisor appears and says sorry but nothing can ve done.! I then told them to,please  get the Manager of the store as this was wrong.

After a few minutes a woman appears, she is the Manager, and by all accounts had been sat behind a screen the whole time. I explained to her my displeasure etc, the somewhat embarrasing situation at the checkout and that the voucher did not contain anything relating to any exclusions nor Terms and condiotions neither on the voucher nor in the store and therefore they should honor it.

She then read over the Voucher, and agreed it was wrong and proceeded to manually discount the item at the checkout.

Ok, objective achieved Ismiled and said thank you !

 

She then gave me back the voucher to use another time and apologised for the inconvenience caused. Effectively DOUBLING  my discount. Surprised would be understatement, ????

[LarrySR]

Outside my hotel was a taxi that I used regularly for a week and I got acquainted with the driver.

One day I accidentally left my phone in the back seat and he only wanted 1,000BT to return it. Thats nice... 

[DJ54]

Thanks for sharing... it’s a Great customer service