โพสต์ยาว ขอสรุป 7 บรรทัด++ เป็นภาษาไทย :
แม่สามีมาเที่ยวเมืองไทย พักที่โรงแรม The Quarter Ari แบ่งเป็น 2 ช่วง โดยระหว่างที่แยก 2 ช่วงนั้น ฝากกระเป๋าใบใหญ่ไว้ที่โรงแรม พอกลับมาพบว่ากระเป๋าหาย! จนท.รร.บอกว่า รร.เข้าใจว่าที่ฝากกระเป๋าไว้นั้นคือฝากทิ้ง (!?!) เลยเอาไปทิ้ง แต่ยังใจดีอยู่ เอาไปทิ้งแต่ของข้างใน แล้วเก็บกระเป๋าไว้ให้เผื่อเปลี่ยนใจ ประเด็นคือ...จะเก็บไว้ให้ทำไม ถ้าคิดว่าทิ้งก็ทิ้งไปมั้ย แต่ยิ่งกว่านั้นคือ คิดว่าฝากทิ้งได้ไงคะ ของเต็มกระเป๋า และโรงแรมก็รู้ดีว่า เดี๋ยวอีกสามวันกลับมาเช็คอินที่โรงแรมเดิม ถ้าไม่แน่ใจก็ไม่ต้องทิ้งมั้ยยย และระหว่างที่แม่รอ รร. หากระเป๋าอยู่นั้น น้ำซักแก้วก็ไม่ offer มาตรการปลอบใจอื่น ๆ ก็ไม่มี นี่หรือ hospitality ของโรงแรมใหญ่ใจกลางเมือง
This is a story about the recent Christmas holiday that I shared with my husband and his family who was visiting us from Paris during the holiday season.
My husband and I live in Ari area (Phahonyothin Road). Therefore, we were looking for a hotel in the area that responds to the needs of our family. A hotel which is not far from Soi Ari. My mother-in-law has a soft spot for rooms on high floor and infinity pools, so the Quarter Ari seemed to be the best choice for us.
We booked two rooms. One for my sister-in-law (and her 3-year-old son) and one for my mother-in-law. We booked the hotel for two periods – Before and after Christmas.
After completing the first period of stay on Christmas day, we all left for a weekend out of Bangkok. Before leaving, my in-laws asked the hotel if they could leave their big luggage at the hotel knowing that they would come back to check-in on 28th December. Both of them arranged to leave their luggage in their room expecting that it would be collected by the hotel to the storage during their time away. On 28th December, we came back to the hotel as planned. To our surprise, the hotel could return only the luggage of my sister-in-law, but not my mother-in-law’s. We started to worry as my mother-in-law only had her small weekend getaway bag full of used clothes with her.
The hotel receptionist informed us that they were searching for the luggage. Meanwhile, she invited our mother-in-law to go up to her room as they were taking care of other guests. During that time, I was waiting for some updates at the lobby. No sign of empathy was shown. Not even a glass of water was offered.
Almost two hours later, the front lobby manager came to me with the luggage which was EMPTY.
The manager explained to me that there was a miscommunication at the time of their check-out. A lobby staff understood that my mother-in-law wanted to have her luggage THROWN AWAY, so this is what they did but they were nice enough to keep the luggage for her as they knew that she was coming back in the next three days.
According to the manager, the said staff asked my mother-in-law several times to make sure that what she understood was correct and, according to them, my mother-in-law insisted to have her luggage thrown away. During that same day, a bell boy told my mother-in-law informally that, it happens often at the hotel that a guest asks them to throw away their broken luggage hence the same understanding applied to her. The hotel kept saying that it was miscommunication, implying that it was not the fault of the hotel but of the client. If what they said was true, for us it was clearly misinterpretation on their part. Either way, they are the one responsible. Saying that it was a miscommunication was simply a way to avoid bearing the sole responsibility.
This did not seem right. It felt for us more like a stealing. We immediately contacted the police. My mother-in-law made a list of items that were in the luggage. They are worth about 290,000 THB.
WHY would anyone ask the hotel to throw away his/her broken luggage full of their belongings?!
WHY would they keep her luggage if they honestly thought that she wanted to throw it away?!
Or if they were unsure, WHY couldn’t they wait for the next three days to see my mother-in-law before throwing away everything that was inside?
WHY could they understand correctly for the luggage of my sister-in-law but not my mother-in-law’s since they were checking-in and checking-out at the same time?!
WHY did they even try to open the luggage when it was locked if they honestly understood that everything was meant to be thrown away?
WHY did this happen to only to my mother-in-law?!
Was it because of her Yves Saint Laurent make-up bag, Louis Vuitton tote and a Chanel belt which were inside her luggage?!
The next day, we went back to the hotel with the police. Several concerned staff were called to explain the situation. Three poor staff admitted that they took the luggage understanding that it was meant to go straight to trash. One admitted that he wanted to keep the luggage as it was still shiny and new so he threw away only the stuff inside. He insisted that the luggage was not locked. However, this contradicts what was said by my mother-in-law. She locked the luggage with security code. We discovered later that the lock system was broken when we got the luggage back.
Funny enough, the hotel insisted that the lobby staff understood that it was the guest’s wish to throw away the luggage. However, to make it up for this inconvenience, they offered 5000 THB compensation for lost items in the hotel’s premise (as per their policy) and a refund of my mother-in-law’s second period of stay (through Agoda, our means of booking which could only “refund” us by Agoda credit).
My husband and I just wanted to share our experience. We have no intention to defame the hotel. All the facts stated above are based on our experience and what we have been told by the hotel. We are not looking for a ban of this hotel. BUT we wanted to share this story because we were disappointed about how we were treated by this so-called luxury hotel. There was no empathy and no sign of “sincere” apology. We asked if it was possible for at least, laundry service, for a woman of 75 years old who had no clean clothes left – the staff said it was not possible. We asked if it was possible for other kind of complementary gesture such as upgrading her room – the staff said it was not possible. Let alone a glass of water or even a restaurant credit. The last day, the front manager said to the police in front of us that there was no proof that what my mother-in-law claimed to have in her luggage was true. The guy said in front of my mother-in-law who was carrying a Hermès bag and wearing Cartier jewellery. We felt that the least they could do was to honour their guest which they completely failed. This is a shame for Thailand’s hospitality industry. Last but not least, I am sharing this story as a lesson for me and fellow readers to exercise extra cautious when leaving your stuff at the hotel. The law prescribes that a hotel only holds responsibility for 5,000 THB of lost items within the premise unless you explicitly declare to the hotel the items and their value. If you are lucky, you will fall in a nice hotel that is willing to take responsibility and treat you like how you should be treated in a high standard hotel, but if you are not, you will end up like us. We have already filed the matter to the police and it is now under investigation.