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Irish bride-to-be pleads with hotel

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Comments

  • #482
    [Deleted User]
    Posts: 1,019 ✭✭✭ [Deleted User]


    [Deleted User] wrote: »
    It depends on the company.

    Coca Cola because someone bought a bottle that was flat? No way.

    A small hotel that has a perfectly legitimate defence and might want to avoid her going unchallenged and the host saying "well we invited them to come on air but they declined"...no chance.

    But the customer didn't have a very valid complaint anyway, so why not just let them go on air if they insisted
    Instead the "small hotel" decided to go on air, confirm they had no goodwill offer, and then go and read out an email to humiliate their still current/future client

    And this is good business?


  • #483
    kylith
    Registered Users, Registered Users 2 Posts: 17,745 ✭✭✭✭kylith


    Deleted User wrote: »
    **** happens
    Shame the bride didnt' take that view
    Deleted User wrote: »
    No goodwill gesture from hotel
    They may have been able to work something out with her if she hadn't pulled the nuclear option. Also, they are under no obligation to offer a goodwill gesture: they had a contract. She wants to change the contract at the eleventh hour, they are under no obligation to agree. They probably have food ordered and staff rostered. If they hand her 2K they still have to pay for food and staff.
    Deleted User wrote: »
    Humiliate future customer on air
    She did that herself.


  • #484
    iamwhoiam
    Registered Users, Registered Users 2 Posts: 16,452 ✭✭✭✭iamwhoiam


    [Deleted User] wrote: »
    Oh believe me, anyone planning a wedding would have concerns about booking this hotel now.

    If this was the hotel's aim, they have hit a home run

    I would book them in the morning if I had a wedding coming up . I actually admire what they did as do many of my friends . So you don't know actually what anyone would do or not do


  • #485
    [Deleted User]
    Posts: 22,384 ✭✭✭✭ [Deleted User]


    Deleted User wrote: »
    But the customer didn't have a very valid complaint anyway, so why not just let them go on air if they insisted

    If you were the proprietor of a small business, would you seriously shrug off invalid criticism, bite your tongue and let her have a free shot on the national airwaves? Do you know how well run places treat bad Tripadvisor reviews, which don't reach a fraction of the audience? They really really don't like them.

    She decided the forum. In fact she insisted on it. She lost. They had the email that kinda undermined her whole position, and showed she wasn't arguing the merits of her claim, but arguing on the basis of her ability to inflict damage on their reputation.

    Their decision to defend it in the forum she chose was 100% correct.


  • #486
    languagenerd
    Registered Users, Registered Users 2 Posts: 3,201 ✭✭✭languagenerd


    [Deleted User] wrote: »
    No. The hotel received her email, they could have called her then
    When the radio station called the hotel,the hotel should have just called the lady to arrange a private meeting

    Instead they agreed to go on radio. At the very least they should have declined the offer to go on air. That would have been professional. Instead they became irrational like the lady

    But she said herself she had already gone to Liveline before they had the chance to call her back. She emailed threatening to do it & did it before they responded.

    If he hadn't gone on air, it could have turned into 15min of her bashing his business and making it sound like this was her last resort (not her first). She hadn't even spoken to the manager about it before she tried to smear the hotel's reputation (and although she was meek and mild when she actually got on air, she knew what she was doing when she went to them).

    We'll have to agree to disagree I think. I think the manager was quite measured considering the stunt she tried - and then failed - to pull, but I also think she was already realising she was wrong by the time they called her for the show.


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  • #487
    Hitman3000
    Closed Accounts Posts: 5,593 ✭✭✭Hitman3000


    Deleted User wrote:
    Oh believe me, anyone planning a wedding would have concerns about booking this hotel now.

    I sincerely doubt this. I listened to the manager he came across very well and professional. He even said had she contacted the hotel first without threatening the use of 'Whineline' the outcome would have been different. He stood up to a bully, only to be admired in my opinion.


  • #488
    eviltwin
    Registered Users, Registered Users 2 Posts: 17,495 ✭✭✭✭eviltwin


    Deleted User wrote: »
    **** happens
    No goodwill gesture from hotel
    Humiliate future customer on air

    The manager offered to let her change her date free of charge and offered to hold food back for the missing guests if they arrived later.

    Very generous of him under the circumstances.


  • #489
    [Deleted User]
    Posts: 1,019 ✭✭✭ [Deleted User]


    [Deleted User] wrote: »
    If you were the proprietor of a small business, would you seriously shrug off invalid criticism, bite your tongue and let her have a free shot on the national airwaves? Do you know how well run places treat bad Tripadvisor reviews, which don't reach a fraction of the audience? They really really don't like them.

    She decided the forum. In fact she insisted on it. She lost. They had the email that kinda undermined her whole position, and showed she wasn't arguing the merits of her claim, but arguing on the basis of her ability to inflict damage on their reputation.

    Their decision to defend it in the forum she chose was 100% correct.

    And what has it achieved besides driving an even further wedge between themselves and the upcoming wedding party

    Confirming they have no goodwill (not refund) in the event of unforeseen circumstance

    And being prepared to humiliate their future customer

    What has the hotel salvaged from the phonecall, all they have done is confirmed that there is no wiggle room if there is a change in plans

    They should have declined the call.


  • #490
    Ash.J.Williams
    Registered Users, Registered Users 2, Paid Member Posts: 23,380 ✭✭✭✭Ash.J.Williams


    ....... wrote: »
    This post has been deleted.

    They might not have anticipated making the semi finals.


  • #491
    [Deleted User]
    Posts: 22,384 ✭✭✭✭ [Deleted User]


    Deleted User wrote: »
    And being prepared to humiliate their future customer

    Completely legitimate when the alternative is being trashed yourself. Just like in a Court, where you can't use certain arguments like character evidence...but when your character is targetted, it's allowed.

    They didn't decide the manner in which this would be addressed. She did. It would be hammered out by argument in public. They didn't decide the forum. She did. She contacted the radio show. I don't know the hotel owner that would shrug it off and let her say what she wanted.


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  • #492
    Ash.J.Williams
    Registered Users, Registered Users 2, Paid Member Posts: 23,380 ✭✭✭✭Ash.J.Williams


    Deleted User wrote: »
    But the customer didn't have a very valid complaint anyway, so why not just let them go on air if they insisted
    Instead the "small hotel" decided to go on air, confirm they had no goodwill offer, and then go and read out an email to humiliate their still current/future client

    And this is good business?

    The hotel handled it very professionally and I would have no hesitation in using them if I needed a hotel.


  • #493
    tracey turnblad
    Registered Users, Registered Users 2 Posts: 657 ✭✭✭tracey turnblad


    On the bride being very meek on live line... I once worked with a girl... she was a loud mouth bully. If you asked her to do something she would shout back at you if she didn't want to do it. If you raised your voice back she would suddenly go meek and say don't shout at me (in a pity full voice) she knew how to play the game... sounds very like this bride if you ask me


  • #494
    Ash.J.Williams
    Registered Users, Registered Users 2, Paid Member Posts: 23,380 ✭✭✭✭Ash.J.Williams


    A relation of mine trains ladies gaa teams and he finds it frustrating. If there's "anything on" such as a wedding or 21st etc, nobody will turn up for training or a match..


  • #495
    [Deleted User]
    Posts: 22,384 ✭✭✭✭ [Deleted User]


    Ash.J.Williams wrote: »
    A relation of mine trains ladies gaa teams and he finds it frustrating. If there's "anything on" such as a wedding or 21st etc, nobody will turn up for training or a match..

    "Saturday night" was the biggest "anything on" problem for us playing sport on Sunday back in the day.


  • #496
    martingriff
    Registered Users, Registered Users 2 Posts: 11,829 ✭✭✭✭martingriff


    Deleted User wrote: »
    To be honest, if the hotel didn't agree to take part in the call , this story would not have become the story it is now.

    There is no way my previous company would have entertained the idea of going at it with a customer on air

    I've had many customer tell me they would call joe Duffy, or that they were a lawyer, or that their uncle was a lawyer, yadda yadda, tell me what the problem is, let's see if we can fix it.

    This woman is emotionally invested in this day. She made an error of judgement. The hotel should have made a token gesture of goodwill, some free wine, preseco, but instead they came on air and read an email that she wrote to humiliate her. She is still a future customer, who still plans on arriving to have a happy day in their establishment after paying a tonne of money

    Was her email ridiculous, yes
    But listening to her you can hear she is upset and genuine and possibly stressed out having a load of guests cancel overnight

    Was the hotel managers response ridiculous, yes
    He could have offered a token, which is fair, and no need to actually read out her email, everyone wins. But now the wedding party has been ruined before it's even started, bad blood between hotel and customer.

    The Bride rang in and started this not the hotel and I think they were will within there rights to read that e-mail. What she should have done was ring the hotel have a talk with the hotel planner and see was there any way something could have been done. They may not have givin her 2,000 (I have not listened to it does it say how she came to this figure bar her gifts she was thinking about.

    There seems to be a theory among a lot of people that when you have a problem be it something went wrong with a product, a room was not good or whatever that what you do is you complain by going in with guns ablazing (the nuclear option. We create a big fuss make them look bad and they will cave approach I call it. While if you go in there calmly with your problem and talk it out like rational people your problem will likely be settled and maybe quicker and a better response


  • #497
    retro:electro
    Registered Users, Registered Users 2 Posts: 21,039 ✭✭✭✭retro:electro


    The manager comes out on top in this for me. Absolute ledge reading out the email. Fair play. I'm sure he has worked hard to maintain the respect and reputation of the place- he did absolutely nothing wrong in reading her words aloud. If she thinks that's wrong well then it's herself she needs to be ashamed of because she wrote it.
    It would have been SO easy for him to suck up to her and offer the discount live on air, but he didn't and I respect that.


  • #498
    Purple Mountain
    Registered Users, Registered Users 2 Posts: 13,983 ✭✭✭✭Purple Mountain


    Can someone tell me what day and time this is on Joe so that I can find online?

    To thine own self be true



  • #499
    Hitman3000
    Closed Accounts Posts: 5,593 ✭✭✭Hitman3000


    Purple Mountain wrote:
    Can someone tell me what day and time this is on Joe so that I can find online?


    #356


  • #500
    lertsnim
    Registered Users, Registered Users 2 Posts: 10,101 ✭✭✭✭lertsnim


    Purple Mountain wrote: »
    Can someone tell me what day and time this is on Joe so that I can find online?

    Post 356 of this very thread has a link

    http://www.boards.ie/vbulletin/showpost.php?p=104738644&postcount=356


  • #501
    keith_sixteen
    Closed Accounts Posts: 518 ✭✭✭keith_sixteen


    What an absolute storm in a tea-cup this story / thread is. Christ.


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  • #502
    oppenheimer1
    Closed Accounts Posts: 5,733 ✭✭✭oppenheimer1


    I still find it hard to believe that the hotel chose to humiliate a customer who was still going to be spending most likely well in excess of €15k (based on 16 guests costing €2k) in their establishment no matter what they wrote in an email.

    If I threw an email from a customer, which was obviously written at a time of high stress, back in their face at a meeting, let alone national radio I'd be shown the door pretty quickly. A good business person knows how to deescalate these kinds of situations.


  • #503
    Poor Uncle Tom
    Registered Users, Registered Users 2 Posts: 14,547 ✭✭✭✭Poor Uncle Tom


    oppenheimer1 wrote: »
    I still find it hard to believe that the hotel chose to humiliate a customer who was still going to be spending most likely well in excess of €15k (based on 16 guests costing €2k) in their establishment no matter what they wrote in an email.

    If I threw an email with by a customer which was obviously written at a time of high stress back in their face at a meeting, let alone national radio if be shown the door pretty quickly. A good business person knows how to deescalate these kinds of situations.

    A good business person will protect their business in the face of lies and attempted fraud.

    This isn't the only customer this hotel has or will have, they need to protect their own business, they would not be professional if they did not.


  • #504
    [Deleted User]
    Posts: 22,384 ✭✭✭✭ [Deleted User]


    oppenheimer1 wrote: »
    I still find it hard to believe that the hotel chose to humiliate a customer who was still going to be spending most likely well in excess of €15k (based on 16 guests costing €2k) in their establishment no matter what they wrote in an email.

    They didn't choose it. She picked a fight. They responded.


  • #505
    Hitman3000
    Closed Accounts Posts: 5,593 ✭✭✭Hitman3000


    oppenheimer1 wrote:
    I still find it hard to believe that the hotel chose to humiliate a customer who was still going to be spending most likely well in excess of €15k (based on 16 guests costing €2k) in their establishment no matter what they wrote in an email.


    This story has made several sites and newspapers the majority of the commentary sides with the hotel. Only one person looking like an idiot in all this and that person doesn't work for the hotel.


  • #506
    oppenheimer1
    Closed Accounts Posts: 5,733 ✭✭✭oppenheimer1


    Poor Uncle Tom wrote: »
    A good business person will protect their business in the face of lies and attempted fraud.

    This isn't the only customer this hotel has or will have, they need to protect their own business, they would not be professional if they did not.

    Professional is not calling someone out live on national radio and humiliating them. Professional is issuing a statement inviting the customer into the hotel for a chat to discuss the issue -perhaps show them the preparations already made and yes offering them something. Losing 16 guests would probably mean one less waiter is required, certainly less food so there should have been scope for a good will gesture.


  • #507
    Hitman3000
    Closed Accounts Posts: 5,593 ✭✭✭Hitman3000


    oppenheimer1 wrote:
    Professional is not calling someone out live on national radio and humiliating them. Professional is issuing a statement inviting the customer into the hotel for a chat to discuss the issue -perhaps show them the preparations already made and yes offering them something. Losing 16 guests would probably mean one less waiter is required, certainly less food so there should have been scope for a good will gesture.


    All this could have been achieved and aviided by the bride to be by contacting the hotel explaining her situation basically behaving like a reasonable human being instead of a bully. Instead she sent a threatening email and contacted liveline . Did you expect the hotel to capitulate to threats?


  • #508
    iamwhoiam
    Registered Users, Registered Users 2 Posts: 16,452 ✭✭✭✭iamwhoiam


    oppenheimer1 wrote: »
    Professional is not calling someone out live on national radio and humiliating them. Professional is issuing a statement inviting the customer into the hotel for a chat to discuss the issue -perhaps show them the preparations already made and yes offering them something. Losing 16 guests would probably mean one less waiter is required, certainly less food so there should have been scope for a good will gesture.

    Goodwill works both ways and the bride sullied their name and showed no goodwill . You reap what you sew


  • #509
    oppenheimer1
    Closed Accounts Posts: 5,733 ✭✭✭oppenheimer1


    Hitman3000 wrote: »
    All this could have been achieved and aviided by the bride to be by contacting the hotel explaining her situation basically behaving like a reasonable human being instead of a bully. Instead she sent a threatening email and contacted liveline . Did you expect the hotel to capitulate to threats?
    The hotel shouldn't capitulate, but they should have deescalated it. I don't think anyone comes out of this looking like a winner.


  • #510
    Hitman3000
    Closed Accounts Posts: 5,593 ✭✭✭Hitman3000


    oppenheimer1 wrote:
    The hotel shouldn't capitulate, but they should have deescalated it. I don't think anyone comes out of this looking like a winner.


    Have to disagree the hotel comes out of this very well.


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  • #511
    [Deleted User]
    Posts: 32,956 ✭✭✭✭ [Deleted User]


    ....... wrote: »
    This post has been deleted.

    That's about the 5th time you've used this phrase. Makes you come off as a massive tool. Some people have a great passion for certain things, whether it's sports, film, the arts or a wide array of other possibilities. It's fantastic to have something like that in your life.


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