This week the Compensation Clinic case comes from a reader’s stay at fairly recently opened Holiday Inn Express Sathorn hotel in Bangkok.
You can access Holiday Inn Express Sathorn webpage here.
Here’s the email that the reader sent to hotel after unsatisfactory stay:
Dear General Manager
I would like to contact you as the General Manager of the Holiday Inn Express Bangkok Sathorn in regards to my most recent stay at your property.
Just this past weekend (Reservation Confirmation:) I stayed for the first time at your hotel. I was excited to try a new IHG property in Bangkok, and was really expecting to love it. But I was a bit disappointed, because during my stay I experienced multiple issues. Since you’re a fairly new hotel, I thought I’d offer my critique.
I must first say that all of the staff members I encountered were extremely friendly, but welcome amenity was not offered at the check in, and they didn’t seem to know what I was talking about. Please, don’t make IHG Elite members have to ask for their benefits, the front desk should already know.
Next issue was that my credit card has been charged twice. The front desk staff claimed that the first attempt for payment was unsuccessful, and started the whole procedure again and asked me to insert my PIN again. But I have received from my bank 2 confirmation SMS about both of transactions being successful (first at 19.51 PM, second at 19.52 PM). I showed the messages to her, and insisted to call the bank, what she did. Your bank confirmed, that I have been charged twice, and after few minutes I received another SMS about the cancellation of one of the credit card transactions.
Another incident happened at 2.54 AM, when hotel fire alarm goes off, painfully loud and asking guest to leave the hotel. Most of the guests did it and waiting outside, but nobody knew what was going on. The staff did not give us any explanation then or later, even in the morning there was not any apology letter under the door, as usually the major hotels provide in case of false alarm. However, nobody says a single “Sorry” for that incident during my entire stay, including check out. I could not fall asleep because of the alarm. I did not sleep for the rest of the night, and was very tired the next day.
As a compensation measure for all above mentioned issues, I would like you to consider refunding the first (sleepless) night. As I am an IHG Rewards Club Gold member, I can accept this refund as the equivalent in Rewards Night points.
And here’s the reply from the hotel:
Greetings from Holiday Inn Express Bangkok Sathorn!
On behalf of General Manager and Holiday Inn Express Bangkok team,
Firstly, we would like to thank you for your support to our property but unfortunately, we would like to extend our most sincere apologies for this inconvenience caused to you during your stay with us.
The necessary steps have been taken particularly the fire alarm system and the failure on credit card payment upon arrival. We have called to Bank regarding this issue to ask for verification and we found that the first transaction was accidentally charged due to the system error and automatically cancelled by itself according to the alert message that you mentioned. So, we have shared your invaluable feedback with the necessary departments to ensure that the appropriate training and amends will be in place to assure that your next stay with us will be truly beyond expectations.
In the meantime, we are pleased to refund the first night at the amount of THB 3,117.87 to your credit card for service compensation which may take time approximately 3-4 weeks for the bank process. So, kindly check your credit balance on the next month statement.
We have attached the credit card cancellation between the bank in Thailand and local bank in your country for your reference as well.
Once again, please accept our sincere apologies for this inconvenience and should you require any further assistance or have any questions, please do not hesitate to contact us at any time.
And after the reader had sent them a reply thanking for resolving the issue the property replied back:
On behalf of management team, thank you for replied back to us and thank you for further updating on refund process, however, please accepted our service recovery point 2,000 point as a gesture of good view.
Any further assistant, please do not hesitate to contact us anytime!
I have stayed at this hotel on its opening day and was their first guest (haven’t stayed there ever since). Thought that it was a solid Holiday Inn Express hotel.
It never ceases to amaze me how ill-prepared many hotels are when these fire alarms go off. Shouldn’t be that difficult to pen an apology letter for all and deliver it in the morning.
Th hotel did it right by refunding the night and throwing some points for the inconvenience too.