Recently, some netizens posted on social platforms that when checking in at the Xinmei Hilton Hotel in Lujiazui, Shanghai, the manager took away her mobile phone on the pretext of checking the order, and then posted a good review on Dianping without authorization. The netizen said that it was unacceptable and confronted the hotel many times, but so far no agreement has been reached. On the afternoon of the 6th, the hotel replied to the upstream news (report mailbox [email protected]) reporter, saying that the use of the guest's mobile phone to comment was operated after obtaining the consent of the guest, and the service process has been optimized.
Ms. Sun (pseudonym), a netizen who posted the post, said that she booked the hotel on December 31 last year. At check-in on the same day, the manager at the reception took away the phone on the pretext of checking the order. It wasn't until the next day that I checked out and was ready to use the Dianping.com APP to review the hotel at the airport, that I found that the review had been written, including "Wendy at the front desk has good service, and the room is very good", etc., and a few photos were attached. Interestingly, the latter two photos were taken by Ms. Sun at a hotel in Chongqing in August last year, and the Qianguomen Bridge and Jiangbeizui CBD can be clearly seen in the picture.
Ms. Sun said she couldn't accept the manager's private use of her mobile phone to swipe the praise, "The front desk manager not only used my mobile phone to post comments, but also flipped through my photo album! I have called the Hilton Group to complain, why, just ask why?" she then said that the hotel's latest statement is that there is a review upgrade room activity in the New Year, saying that in order to upgrade the room to see a three-piece suit, and afraid of the trouble of writing reviews, and gave the mobile phone to the front desk to operate, "This is not a fact, it is the hotel front desk that slandered, slandered, and fabricated crooked reasoning against me." Regarding Ms. Sun's experience, many netizens said, "I have also encountered several requests for praise before, and I want to operate my mobile phone directly" "There are a lot of such things now, chasing you for praise." ”
In an interview, Ms. Sun told the upstream news (newspaper mailbox [email protected]) reporter, "The hotel has so far denied it, the first time it was said that there was no check-in and could not be reviewed, and they did not know the situation; the second time I changed my words to say that I took the initiative to review in order to upgrade the room type to see the three-piece suite; the third time I changed my words and said that after my consent, I was afraid of trouble, so the front desk used my mobile phone to post reviews." ”
On the afternoon of the 5th, the reporter contacted the Shanghai Lujiazui Xinmei Hilton Hotel by phone. A staff member of the public relations department asked the reporter to leave his work unit, mobile phone number, and email address, and said that he would send an email explaining the situation later. On the afternoon of the 6th, Shanghai Lujiazui Xinmei Hilton Hotel replied to the upstream news reporter by email, "After understanding with the staff concerned and combined with a series of verifications such as video surveillance, all the operations of the hotel staff are carried out with the consent of the guests, and the selected photos are automatically recommended by the smart device, and the mobile phone will be returned to the guests after the operation." Since this incident, the hotel has strengthened the operational training of staff to solicit feedback from guests and optimize the service process. We will keep in close contact with the guests involved in this incident, keep the communication channels open, actively listen to the needs of the guests, and assist in handling follow-up matters. However, Ms. Sun disagreed with this explanation, "They asked to see my order, and I agreed to show my phone, and the reception manager took it." It does not mean that I agree to have this reception manager review the booking on my behalf. ”
The reporter saw on the hotel's official website that the Hilton Shanghai Lujiazui Xinmei Hotel is located in the core business district of Lujiazui, Pudong New Area, Shanghai, adjacent to Galeries Lafayette Department Store and First Yaohan. For example, if you check in on January 6, the price of a double room is 750 yuan (for non-members), plus a 16.6% service charge, the total price is 874.50 yuan.
Upstream news reporter Jin Xin