On January 2, Mr. Zhou, a tourist from other places who came to Nanjing, reported to the Yangtze Evening News that he stayed at the Nanjing Yangtze River International Conference Center Hotel, but got up in the morning and found that there were large blood stains on the sheets, and after giving feedback to the hotel, he waited for several hours for no leader to go out to solve the problem, and no one apologized to him throughout the whole process. After receiving the complaint, the reporter rushed to the hotel room as soon as possible and interviewed the guests and the hotel.
When I woke up, I found that there were large "blood stains" on the sheets
In-house guests are concerned about the impact on their health
At about 11 o'clock on January 2, after Mr. Zhou, a tourist from Wuhan, complained to the Yangtze Evening News, the reporter rushed to the Yangtze River International Conference Center Hotel in Jiangbei New District, Nanjing, and met Mr. and Mrs. Zhou in room 1011 of the hotel room. Mr. Zhou told reporters that they arrived in Nanjing on November 30 to participate in a training at their own expense, and they needed to stay in the hotel for four nights, with a total cost of about 4,000 yuan.
"It was normal to stay in room 1118 for the first two nights, but I was suddenly transferred to room 1011 at noon on January 1, because I was in a hurry to continue attending training in the afternoon, so I didn't have time to check after changing to a new room and went to the conference room. Mr. Zhou told reporters that it was more than 10 o'clock after the training that night, and he had to get up early the next day, so he and his wife quickly washed up and went to bed. But when I got up on the morning of January 2, I found a large amount of blood on the sheets, so I gave feedback to the front desk of the hotel. Later, a person who claimed to be the deputy manager of the front office came to the room to inquire about the situation and took pictures, and the attendant who came with him said that the bed sheets had been changed the day before. The assistant manager offered to change the bed sheets first and discuss a solution afterwards. However, Mr. Zhou believed that the hotel was trying to destroy the evidence and prevent the other party from taking away the sheets.
The reporter saw the sheet at the scene, and saw that there was a long strip of dark red traces on the edge of the sheet, about eight centimeters long, about two or three centimeters wide, with a darker color in the middle, accompanied by flocculent traces, whether it was blood stains and could not be distinguished by the naked eye. According to the pictures and videos provided by Mr. Zhou, it can be seen that the location of the "blood stain" is just on the edge of the bed, and there is a quilt on top of it. In addition, there are a few similar stains on the side planks of the bed.
Mr. and Mrs. Zhou even suspected that this "blood stain" may have been left by the previous guest, "If it is a stain, it is fine, in case it is a person with an infectious disease who vomits blood, then we are not worried about our health, because the blood stains are foamy, it may be a tuberculosis patient." ”
The guest delayed the training for this matter
Dissatisfied, the hotel's handling attitude is multi-party rights protection
Mr. Zhou said that the hotel's attitude towards the matter was rather bad, which made him feel that the experience was very poor, "This is a five-star hotel, and the price is not low, but all the people who handled the matter did not apologize throughout the whole process, and even a room manager later suspected that the health care products placed on the table by my lover spilled on the sheets." Mr. Zhou's wife took over, "I also did an experiment on the spot, tearing apart the health care products and spilling them on the sheets, but the color was not the same at all." ”
"What makes us most angry is that the hotel even said that we should do DNA testing during the processing process, and then we will go to court. Mr. Zhou said that he later called the police, but the police believed that the matter was not a dispute and suggested that it be reported to the market supervision department. Mr. Zhou also dialed 12315, but it would take time to deal with it, so he complained to the Yangtze Evening News in desperation.
Because of this matter, Mr. Zhou was dealing with it all morning, delaying the training of the day, and the hotel replied and waited for the investigation, and gave the results at two o'clock in the afternoon. Regarding Mr. Zhou's appeal, he said: "First of all, a person at the level of general manager or deputy general manager of the hotel needs to apologize to us, and if the other party has a good attitude, he will ask the hotel to waive the room fee for 4 days." In fact, we are not for money, but the other party's attitude is unacceptable, if the store is willing to publicly apologize on their official platform, we can also not need compensation. ”
The general manager of the hotel sincerely apologizes
Change rooms immediately and get 4 days waived
According to the website of Nanjing Yangtze River International Conference Center Hotel, the hotel is located at No. 299 Binjiang Avenue, Pukou District, Nanjing, adjacent to the riverside scenery belt, with a panoramic view of the Yangtze River, and has 338 rooms or suites close to nature and luxury.
Hotel profile picture
At two o'clock in the afternoon, the general manager of the hotel Gu came to Mr. Zhou's room and invited him to go to the 33rd floor with the reporter to deal with the matter. After listening to Mr. Zhou's description of the matter, General Manager Gu apologized to Mr. Zhou: "I sincerely apologize to you on behalf of the hotel for the bad experience, I'm sorry!" Subsequently, after asking Mr. Zhou and his wife about the itinerary, Manager Gu took the initiative to propose a solution to exempt Mr. Zhou from all room fees for 4 days in Nanjing.
Manager Gu told reporters that he has been in the hotel industry for many years, but it is the first time he has encountered such a situation. "Since we have encountered something, we will solve it as soon as possible, as for the reason, we will not analyze it for the time being, and we will carefully investigate and deal with it internally afterwards. He said that he is not afraid of problems in the service industry, and the main thing is to solve the problem as soon as possible to satisfy customers, so as to better improve the service.
After seeking his wife's opinion, Mr. Zhou accepted Manager Gu's apology and accepted the solution proposed by the store. Manager Gu promised Mr. Zhou to change the room immediately, and told him: "The reason why we solved this problem is that we want to do your business in the future, and hope that you will come to Nanjing again in the future and stay in our hotel, and I hope you will put forward more opinions and suggestions for us." Mr. Zhou was satisfied with the result, and the two sides shook hands.
Yangtze Evening News/Purple Cow News reporter Chen Yong
Proofreading Tao Shangong