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支那無蘑菇2025-07-05 18:52:12
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香港做生意唔識法定語言係咩玩法
6384227622025-07-05 18:57:36
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數字俠-歷劫歸來2025-07-05 18:58:45
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火鳳重生2025-07-05 19:00:57
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故事純屬虛構2025-07-05 19:03:32
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十二王方牌大車輪2025-07-05 21:41:41
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青頭怪嬰2025-07-06 13:20:04
Subject: Formal Complaint Regarding Reservation-Office Service Quality
Dear Sir / Madam,
I am writing to lodge a formal complaint about the conduct of Ms Ruby Li, Specialist – Reservation Sales, whose recent email response to a booking enquiry fell far below the standards associated with the Hyatt brand.
1 Lack of Language Accommodation
Hong Kong is a predominantly Traditional-Chinese environment, yet Ms Li stated that your team “can’t understand” my enquiry and asked me to resend it in Simplified Chinese (or English). This makes it appear that the hotel is unprepared to serve local or regional guests in the area’s primary written language.
2 Burden Shifted Entirely to the Guest
Rather than employing readily available translation tools or offering a clarifying phone call, Ms Li placed the entire burden of rewriting on guests. That approach contradicts Hyatt’s “guest-centric” ethos and creates unnecessary friction.
3 Inappropriate Wording and Tone
Phrases such as “we can’t understand your words” and “send us the words” felt impersonal and, frankly, dismissive. The hospitality industry thrives on warm, welcoming language that reassures the guest you are eager to help.
Desired Resolution
Immediate Disciplinary Action – Given the seriousness of this service lapse and its implication for Hyatt’s reputation, I respectfully request that Ms Li be relieved of her front-line reservation duties. If a thorough internal review confirms this behaviour, I urge management to consider termination of her employment.
Staff Training – Measures to reinforce guest-centric communication, including proactive solutions rather than simply returning the problem to the customer.
Written Apology – A courteous apology from the Reservations department acknowledging the lapse in service.
Hyatt’s reputation for excellence is one of the reasons I choose your properties. This incident, however, represents a clear deviation from those standards. I expect it will be addressed decisively and transparently. I look forward to your prompt response.