Hua Hin Hotel Manager Fired After Dispute Over Customer Review

[pacovl46]

5 hours ago, 4MyEgo said:

 

I have stayed at 5 star hotels, and they do supply toothbrushes for free, along with a variety of other products, like shampoos and conditioners, not your cheap ones either, shower caps and cotton buds.

 

When you are paying 5,000 to 10,000 baht a night, you expect the above, if they ever wanted to charge me for those products, then their room rates would have to come down.

 

 

The Managers comments were condescending and rude. He/she obviously had bad English or used Google translate, because if I received a rely like that, they would have lost my business.

 

The hotel owner did the right thing dismissing this Manager, I would add, that, probably not the 1st incident which probably warranted his/her dismissal.

 

The last thing a 5 star hotel wants is a customer being handled this one "publicly".

Obviously this 5 star hotel does not provide toothbrushes because otherwise we wouldn't have this conversation. Secondly, yeah, not the nicest way to respond  but definitely too harsh a reaction to fire him.

[pacovl46]

4 minutes ago, steven100 said:

He attempted to resolve the issue with a silly comment ....  he's not a manager because a manager would not have done it the way he did.    It's not the 20 baht or toothbrush .....   it's how he mis-handled it that's questionable.   Now you understand.. 

Well, no one is perfect. Still too harsh a punishment  in my book. Now you understand! 

[steven100]

14 minutes ago, pacovl46 said:

Well, no one is perfect. Still too harsh a punishment  in my book. Now you understand! 

I would haze at a guess that they wanted him gone,  and this was their opportunity.   

[impulse]

17 minutes ago, steven100 said:

I would haze at a guess that they wanted him gone,  and this was their opportunity.   

 

I think it's just as likely they didn't fire anyone, but just said they did.  Who would know?

 

[sambum]

12 hours 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!

Maybe they'd had reason for previous dissatisfaction with the Manager - complaints etc  - seems he's a bit up his own a**e!

[Reddavy]

15 hours ago, webfact said:

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

 

 

Beats me how it’s 5 star rated.  4 star at best 🤷🏼

[tpbon]

Seems pretty excessive to lose your job over this. I'm sure the person complaining didn't expect this.

[JimTripper]

Nickel & diming never pays off. If you need the money just increase room prices, nobody knows.

[pacovl46]

7 hours ago, steven100 said:

I would haze at a guess that they wanted him gone,  and this was their opportunity.   

Yeah, looks like it.

[mikebell]

On 10/28/2024 at 7:49 AM, JoePai said:

Depends on the 'couple', now a couple of pretty young things I would not complain

I would imagine a 3some would be 6K++.  At 82 I'm a one shot guy so I would have to regretfully decline.

[Martin Brit]

On 10/28/2024 at 4:56 AM, 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!

You point your finger there are three pointing back at you, shouldn't the hotel train their hotel manager to a high enough standard where this would not have happened. They should take responsibility not fire him. They should look at their staff training modules And see where it failed.

[Jack Batty]

I have a lot of issues with places and the rules about negative reviews, but this dude needs his job back. This is stupid.

[pacovl46]

3 hours ago, Martin Brit said:

You point your finger there are three pointing back at you, shouldn't the hotel train their hotel manager to a high enough standard where this would not have happened. They should take responsibility not fire him. They should look at their staff training modules And see where it failed.

Well, in the end of the day everyone should know what's right or wrong and everyone is responsible for their own actions. The way he responded was definitely sub par. What we don't know is whether what else happened before. It just seems excessive...

[CLW]

The top hotel management is to blame for this. And if the person who wrote this comment was one of them or even the top manager, it serves him right.

 

Easy solution for the problem could have been as many poster mentioned already: "we are providing toiletries on request for free". Point

[Middle Aged Grouch]

Well done....a rouwdy with such an attitude against a customer complaint, has no place in a hotel. Some in Hua Hin service industry (bar, hotel, restaurant, shops) can have a rude attitude against foreigners. Better not forget who is bringing the money...

Edited Thursday at 06:07 PM by Middle Aged Grouch

[Kwausie]

Definitely should not have been charged, like most people use my own toothbrush but always appreciate them being available and always leave behind