Stylianos Koureas,
Your explaination does not tally with the fact that your staff had replied to me on Saturday evening time:17:07:20 asking me whether 5 rooms is acceptable for us. I had replied and was not answered untill I have to make a call personally to your reservation desk to find out that the rooms had already been fully booked even before Saturday afternoon, as explained by your Linda.
I had just checked with your Singapore sales office this morning,whereby they had indicated to me that since middle of last week, all rooms are already fully booked!!
If this is a genuine mistake from your staff at the time of checking the rooms availability at that point in time on Saturday, which I believe is already all fully booked, please do not cover up that fact using other excuses. The best thing to do will be to admit the mistakes made which I may graciously accept it rather then to find out otherwise!
Regards,
Jason Lii
----- Original Message -----
From:
To: "Jason Lii"
Cc:
Sent: Tuesday, September 16, 2008 10:01 AM
Subject: Re: Re:Fw: Enquiry
Dear Mr. Lii,
Thank you so much for bringing to my attention the sad experience you have encountered concerning your potential reservation.Yesterday after 12 noon the resort email was down until this morning due to a problem of the web hosting server in singapore. That is the main reason we did not answer your email, that we have just received this morning.
As your reservation request was not confirmed by Yourself on saturday, Uli has treated it as a request and not a confirmed reservation, meanwhile on saturday there was other confirmed reservation which were input in the system, making the resort full for the weekend.
We are very sorry about the inconvenience we may have caused you but unfortunately we are unable to accept your reservation for this weekend. We will be glad to welcome you to harris resort batam with the same very special package offered anytime upon prior confirmed reservation.
Fondest Regards
Stylianos koureas
General Manager
----- Original Message -----
From: Jason Lii
To: gm@harris-batam.com
Cc: fbm@harris-batam.com ; res@harris-batam.com
Sent: Tuesday, September 16, 2008 8:57 AM
Subject: Re: Re:Fw: Enquiry
----- Original Message -----
From: Jason Lii
Cc: fbm@harris-batam.com ; res@harris-batam.com
Sent: Monday, September 15, 2008 5:22 PM
Subject: Re: Re:Fw: Enquiry
To: General Manager
Please refer to following correspondences via email with your staff with regards to the reservations. The date and time are clearly indicated from the forwarded emails.
As indicated by your Ms Uli 2 days ago on Saturday late evening, she had confirmed that the rates and rooms are available based on my requested dates and headcount. The email even mentioned that she had acually seek your approval for the same!! Subsequently, my email on Sunday was not answered.
Thereafter, I had decided to book 6 rooms for my family short vacations but was shock and dissapointed to learned that the rooms are no longer available on a Monday morning!!! Does your resorts pratice releasing the rooms out even without checking with the previous customers who potentially will be making the reservations?? I thought this will be the basic courtesy to do so!! And having said that, other resort will lock in the rooms for their customer pending confirmation and before they decide to release the rooms out, they will definitely call and informed first.
I had also spoken to some of your staff earlier on this morning and requested your resort to revert on the status for the same. Till now, I have not even seen a decent email from your company to address this issue and I believe with this my family's vacations arrangement are all mess up now due to your resort's lack of professionalism in handling this situation.
Meanwhile, I would still demand an explaination from your side on the above mentioned even thought I know that the chances of getting a room now will be impossible. I am terribly disappointed with the kind of service Harris Resorts had
provided.
Regards,
Jason Lii
No comments:
Post a Comment