Hua Hin Hotel Manager Fired After Dispute Over Customer Review

[webfact]

Composite images: AMARIN TV

 

The manager of a five-star hotel in Hua Hin has been dismissed following intense public criticism of their response to a customer’s review.

 

The controversy began when a guest posted on social media about a charge for a toothbrush, priced at 20 baht, after staying at the luxury hotel. The guest had written in a Google review, “If you stay here, remember to bring your own toothbrush because the hotel charges 20 baht for one.”

 

In response, the manager left a comment in English, saying, “Now let me explain or educate you a little bit about green hotels; we care for the environment, and this is why we do not put dental kits for free in the rooms.”

 

This response, perceived as condescending, sparked significant backlash, with many questioning the manager’s attitude towards customer service.

 

On 26 October, the hotel issued a public apology on social media, stating, “The hotel deeply regrets the incident and sincerely apologises for the manager’s actions.”

 

They confirmed the manager’s employment contract was immediately terminated, adding, “We respect and value all feedback from our guests and are committed to improving our service. We hope you will allow us the opportunity to provide you with a better experience in the future.”

 

The management of the Hua Hin resort expressed a commitment to maintaining high service standards, emphasising a renewed focus on customer satisfaction.

 

-- 2024-10-28

 

 

[pacovl46]

That’s ridiculous! First of all, 20 Baht is nothing. If you can afford to stay at a 5 star hotel then you can afford 20 Baht for a toothbrush. Secondly, getting fired over this seems definitely excessive!

[wombat]

Seems excessive 

[oustaristocrats]

13 minutes ago, pacovl46 said:

That’s ridiculous! First of all, 20 Baht is nothing. If you can afford to stay at a 5 star hotel then you can afford 20 Baht for a toothbrush. Secondly, getting fired over this seems definitely excessive!

 

Yes, it looks more like the hotel has no scrupulous to sacrifice an employee in an attempt to improve (repair) their reputation. 

[Iron Tongue]

Manager or the hotel should have simply posted "To save from waste, toothbrushes will only be provided upon request" -like how every other hotel in the world shows how green they are.

 

20 baht toothbrush?  Probably cost the hotel 7 baht.

 

Personally, I always travel with my own toothbrush as hotel freebies are usually of inferior quality.

[motdaeng]

at least in pricey 5 star hotel "the guest should be the king " ... and not educated like a child ...

[Ralf001]

They should be free and if the guest does not steal it.... rinse it off and leave for the next guest !

[ukrules]

So, we all know this hotel does not value their staff at all, I wonder which 'manager' it was who wrote this review - the 'general manager' or the social media manager.....

Now - which hotel was it?

[Ralf001]

14 minutes ago, ukrules said:

Now - which hotel was it?

https://www.putahracsa.com/

Edited October 27 by Ralf001

[rwill]

Isn't it more normal for a business here to ask them to remove the review or sue them for defamation?

[steven100]

48 minutes ago, pacovl46 said:

That’s ridiculous! First of all, 20 Baht is nothing. If you can afford to stay at a 5 star hotel then you can afford 20 Baht for a toothbrush. Secondly, getting fired over this seems definitely excessive!

It's got nothing to do with the price ....  it's the principle of the matter if you understand ..

 

there's plenty more other thai people of authority who should be fired for similar, so many stupid rules and illogical laws. 

[cardinalblue]

The employee was fired for their attitude…the customer is always right manta is being followed…

 

is this a western or Thai hotel/chain?

[Spock]

1 hour ago, pacovl46 said:

That’s ridiculous! First of all, 20 Baht is nothing. If you can afford to stay at a 5 star hotel then you can afford 20 Baht for a toothbrush. Secondly, getting fired over this seems definitely excessive!

Alternatively a 5 star hotel should offer free what is often provided in 3 star hotels. It's not much to ask and at 20 baht the toothbrush would not have been an Oral B with soft bristles brush. The hotel seems stingy. Though I would never leave my teeth to the mercy of a cheap hotel brush.

[steven100]

26 minutes ago, cardinalblue said:

The employee was fired for their attitude…the customer is always right manta is being followed…

 

is this a western or Thai hotel/chain?

you could always research the article for yourself to find out ...  it was mentioned in a post above .....   

 

 

 

Edited October 27 by steven100

[gravity101]

Serves him/her right. Bad attitude to defend an indefencible policy of charging 20 baht for a toothbrush online for the world to see...and with attitude.  Silly person. I really doubt that is a company policy even. He shouldn't be a manager, I'd fire him.

[itsari]

A knee jerk reaction from the now redundant hotel manager and a knee jerk reaction from the hotel owners .

Thai people seem to have a big problem with any criticism.

[steven100]

he'll be flipping hamburgers at McDonald's next week 

[itsari]

4 minutes ago, steven100 said:

he'll be flipping hamburgers at McDonald's next week 

OK, but the new Mcdonalds cook will demand 5 baht extra for the tomatoe sauce for there overpriced hamburgers.

[steven100]

1 hour ago, Iron Tongue said:

Manager or the hotel should have simply posted "To save from waste, toothbrushes will only be provided upon request" -like how every other hotel in the world shows how green they are.

 

20 baht toothbrush?  Probably cost the hotel 7 baht.

 

Personally, I always travel with my own toothbrush as hotel freebies are usually of inferior quality.

You can use the toothbrush and give it a rinse then put it back for the next guest. 

[ikke1959]

Some people really believe that they are superior... If you stay in a 5 star hotel and the hotel  has a policy as explained  there is no reason to make such a problem.  The manager should not be fired that is over the top. The customer who believes that he is God she be refused next time.. problems about a toothbrush how low can you go

[HappyExpat57]

1 hour ago, Ralf001 said:

They should be free and if the guest does not steal it.... rinse it off and leave for the next guest !

 

[steven100]

3 minutes ago, ikke1959 said:

Some people really believe that they are superior... If you stay in a 5 star hotel and the hotel  has a policy as explained  there is no reason to make such a problem.  The manager should not be fired that is over the top. The customer who believes that he is God she be refused next time.. problems about a toothbrush how low can you go

 

again,   it's got nothing to do with the item or the price,  it's the principle and the way a manager in his position shouldn't handle such a situation.  

 

very unprofessional,   and it tells me straight away he is not educated enough to be a manager.  

[sqwakvfr]

I would agree witht the reviewer on this.  I have stayed at 5 star, 4 star and many 3 star hotels in the Land of Smiles and the defintion of  "service" is a fluid term. If one pays 5 Star prices this would mean "the guest should not have to ask any thing".  I have seen eco friendly and disposable toothrushes that are not made of plastic.  So "save the enviornemnt" does not ring true to me. In my experience I hated dealing with native hotel managers in LOS but all the foreign managers were receptive and friendly when I spoke to them about anything.  

[hotchilli]

4 hours ago, webfact said:

In response, the manager left a comment in English, saying, “Now let me explain or educate you a little bit about green hotels; we care for the environment, and this is why we do not put dental kits for free in the rooms.”

This comment was not required.

[steven100]

5 minutes ago, hotchilli said:

This comment was not required.

 

or even word it better ..... treating the customer like a school kid ...

but better still,  he didn't need that comment in.  

 

 

Edited October 27 by steven100

[hotchilli]

2 minutes ago, steven100 said:

 

or even word it better ..... treating the customer like a school kid ...

but better still,  he didn't need that comment in.  

 

 

"Let me explain/clarify the hotels green policy" 

would have been better.

[OneMoreFarang]

1 hour ago, pacovl46 said:

getting fired over this seems definitely excessive

In a way, yes. But maybe they were looking for some time to fire him. Now they had a reason. 

The text above is certainly not what should be send to a 5-star hotel guest from a 5-star hotel manager.

[sammieuk1]

We have upper class molars here cheap charlies are not welcome  🤔

[wensiensheng]

1 hour ago, Ralf001 said:

They should be free and if the guest does not steal it.... rinse it off and leave for the next guest !

The issue is not the toothbrush and its cost ffs. It’s the managers response to the customers comment.

[Lucky Bones]

The "public" would not know who the "manager" is. Ridiculous story, but entertaining.🙃🙃