Recently, a hotel in Shiyan, Hubei Province was on fire.
The customer broke a cup, demanded 158 yuan in compensation, and sold the customer mineral water that had expired for one year.
The response of the local market supervision bureau is also very fascinating, and people can't help but wonder, is there something greasy in this?
What happened
The incident happened on April 5, a woman and a friend came here to play and stayed at the Junzhou Hotel in Shiyan.
This is a very good hotel in the local area, belonging to the four-star luxury level, usually three or four hundred for a night.
It stands to reason that the check-in experience should be very good for such an expensive hotel. It turned out to be the opposite, and the woman's experience was very bad.
The hotel provided free mineral water, but it was not enough to drink, and the woman asked the hotel for a few bottles of water at night.
However, the next day, it was found that there was a bottle of water in it that was 21 years old. Generally, the shelf life of mineral water is 24 months, and this 21-year-old bottle of water has expired for a year.
This made the woman feel extremely bad, and she was worried that drinking expired water would cause her body to feel uncomfortable.
When checking out the next day, the woman accidentally broke a cup, and the front desk demanded compensation of 158 yuan.
The woman felt that she broke the cup and wanted to compensate the hotel, because the price was relatively expensive, and asked the hotel to show the purchase voucher.
However, the front desk of the hotel said that there is no purchase voucher now, and it will take a few days to show it.
The woman didn't think so much, so she simply compensated the 158 yuan for the cup.
I have to say that the cups in the hotel are really expensive, even if they are customized in Shenzhen, they shouldn't be so expensive.
The reason why some cups are sold expensive, is not before the cup itself, but before the brand, I don't know what brand of the hotel's cup is, but it can be sold so expensive.
The hotel's response was confusing and confusing
The woman's concern is not that the cup is expensive, but that this 21-year-old bottle of mineral water.
But the response of the hotel front desk was very confused: the water is not from us, and it is already in public relations.
Since the water is not from the hotel, then at least explain where the 21-year-old bottle of water came from, right?
In the absence of any evidence, just say that the water is not from the hotel, even if everyone wants to believe you, they can't believe it.
There is also the word "PR", which seems to me to have a lot of negative overtones, is it really appropriate to use it here?
What exactly does public relations need to be public relations? Can't the hotel show the purchase list to the customer, can it really use public relations?
The operation of the hotel mystery is even more confusing
When the woman told the front desk about this, the hotel front desk immediately said that the money for the two rooms booked by the woman could be waived.
But the party felt that it was not a matter of money, but wanted an explanation, and immediately rejected the proposal of the front desk.
People from the Market Supervision and Administration Bureau did come to the hotel to investigate, but they didn't find anything.
Then, the staff told the parties: there is no substantive evidence, you can negotiate privately.
After listening to the statement of the staff of the Market Supervision and Administration Bureau, the staff at the front desk of the hotel instantly became angry.
Previously, it was also said that the room fee for both rooms was waived, but now it has become that the water is returned to whichever room is drunk. That is, from the previous refund of two rooms, to the refund of only one room.
It seems that the words of the staff of the Market Supervision and Administration Bureau have brought a lot of courage to the hotel front desk.
What's even more confusing is that while the woman was waiting, the hotel manager brought two policemen over.
The manager said that the police had come to assist the Bureau of Industry and Commerce in its investigation, but the two policemen did not show their documents.
After the incident, the parties also consulted the Industrial and Commercial Bureau, which said that it did not need the assistance of the police.
The woman called the local police station again to confirm, and the answer she received was that there was no police record.
By the time the woman had finished calling, the two policemen who had appeared in the hotel were gone.
I really can't figure it out, what is the point of making such a fuss in the hotel, if it is really not boring, why bother to find two fake policemen?
There are many things that are wrong with the hotel's approach
First, the hotel should purchase materials in batches, and a special person is responsible for it, and there should be no purchase order.
In addition, in order to facilitate management, most of the company's procurement process is online, and the purchase can only be made after the approval of the leader.
Even if you can't find a paper purchase order, you should be able to find the online approval process, so why not just show it?
Second, if the water is really not from the hotel, why not call the police directly, but find two fake acts?
Mineral water has a corresponding batch number, as long as you want to check, you will definitely be able to find out where the bottle of mineral water ultimately flows.
The hotel has to deny it, but also can't produce the corresponding evidence, which inevitably makes people doubt the authenticity.
Third, why did the front desk staff suddenly change their tune and only be willing to refund the money for one room to the client?
Didn't you see that the supervision bureau was unwilling to take care of it, so it simply had a direct showdown, so that the parties could not love it?
It can be seen that everyone is still quite angry about the hotel's approach.
Write at the end
I think that as a consumer, you must not be afraid of trouble and must protect your legitimate rights and interests.
Most people encounter this situation, when the hotel says that the reason is free of charge, they will choose to settle the matter, after all, the road to accountability is very troublesome. Fortunately, this person is a more real person, which allowed this matter to be exposed.