There was an indecent that occur during my stay that was ultimately resolved to my satisfaction. However, is trying to get the employee Allan C. recognized for his managing and communication skills that kept me from canceling 15 nights of hotel bookings with HII, my recommendation to management has been ignored thus far.
When I tried to follow-up, I was told by the front desk staff to write it on Tripadvisor since management reads the reviews. Here is my letter, of which I did not intent to make public, but if that what it takes to get the attention of management, I will follow the process:
Parque Espana Resident Hotel
C/O Hospitality Innovators, Inc. (HII)
5309 East Asia Drive
Alabang, Muntinlupa, 1781
To General Manager of HII Properties:
I am notifying you that on December 22, 2022 my wife and I had experienced an embarrassing situation at your Y2 Resident property involving a maintenance service request that was confirmed to be taken care of by the front desk staff, however to our upmost disappointment, it was not resolved at all or even attempted to be resolved – must less to our satisfaction.
I then notified the front desk staff that I would need to discuss this situation with the Y2 hotel management and that I was prepared to CANCEL 15 NIGHTS amongst your 2 HII managed properties due to this incompetency. Allan C***** then presented himself and thankfully he had...There was an indecent that occur during my stay that was ultimately resolved to my satisfaction. However, is trying to get the employee Allan C. recognized for his managing and communication skills that kept me from canceling 15 nights of hotel bookings with HII, my recommendation to management has been ignored thus far.
When I tried to follow-up, I was told by the front desk staff to write it on Tripadvisor since management reads the reviews. Here is my letter, of which I did not intent to make public, but if that what it takes to get the attention of management, I will follow the process:
Parque Espana Resident Hotel
C/O Hospitality Innovators, Inc. (HII)
5309 East Asia Drive
Alabang, Muntinlupa, 1781
To General Manager of HII Properties:
I am notifying you that on December 22, 2022 my wife and I had experienced an embarrassing situation at your Y2 Resident property involving a maintenance service request that was confirmed to be taken care of by the front desk staff, however to our upmost disappointment, it was not resolved at all or even attempted to be resolved – must less to our satisfaction.
I then notified the front desk staff that I would need to discuss this situation with the Y2 hotel management and that I was prepared to CANCEL 15 NIGHTS amongst your 2 HII managed properties due to this incompetency. Allan C***** then presented himself and thankfully he had already been informed of the incident, so I did not need to discuss this embarrassing situation again in the public lobby of your Y2 Resident Hotel.
Allan was very understanding to the incident and could not himself understand why it was not resolved amongst the frontline staff in the first place. Allan came up with a solution that both my wife and I found acceptable and pulled us back from canceling our existing 15 nights of bookings and would not consider staying at a HII managed property again the future.
It is my recommendation that Allan C***** be presented with a monetary Service Award for his management and communication skills that convinced me that is a rare instance where the frontline staff did not meet basic expectations and that it is not the level service that HII properties has earned its good reputation and high Tripadvisor reviews. I am also willing to MATCH any monetary Service Award you might consider presenting to Allan up to 500 Pesos of my own money.
I am looking forward to your response of my recommendation for a monetary service award for Allan.
Sincerely,
===================================================================================
UPDATE: I did move forward with presenting Allan with a 500 peso gratitude of my own money for his exceptional service and communications skills without any support or response from his own employer.
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