201303102315首爾五日行───[DAY3]Seoul Rex Hotel:也配掛四星?

本來遊記是記錄旅行中令人愉悅的幸福回憶,可是人生總是會碰到些讓人沮喪的事情,雖然不太願意去寫,但是它畢竟發生了,成了回憶中的一環,就算現在執筆時依然不快,但為了完整我還是只好落筆。所以,毛筆懸空的時間才特別長。

(請一起參閱行前準備篇的住宿部分http://blog.xuite.net/janeycq/friendship/63709852)我們計劃6月下旬出發,可是上旬才訂房間的我,發現那時候不知為什麼明洞比較有名的飯店都滿房了,沒辦法選了評分並不高,也沒幾個人住過的Seoul Rex Hotel。(情緒還是很糟糕,決定按時序撰寫。)

611日,付款下定,是適合三個成人的Deluxe Twin Bed房型,金額TWD 12,642.00USD 404.50)。

615日,因為官網上的圖片讓人擔心睡不下三個成人加一個小孩,我還特別打國際長途到英國確認。一位名叫T.A.A.的小姐跟我說,沒有問題。這天開始,取消預訂就會收取一晚的房費作為取消費。

618日,Agoda也很慎重地發來了更改確認信。可以清楚看到增加了兒童的內容。

622日,雖然如約前往Check-in,但因在愛寶樂園耽擱太久,時間已接近夜間12點。

雖然換成Suite有暗爽,但右圖中的床鋪無論如何也睡不下我們四個人,這和Agoda告知我們的出入相當大,於是馬上至櫃台反映房間過小。誰知一位先生跟我們說,已經沒有房間了,要換只能到明天。這也太扯了吧!我們早就付錢,為什麼不保留我們的Deluxe Twin Bed房型?本來我還想理論,但先生提醒我時間太晚了,我們還沒去世宗飯店取早上存的行李,況且抗議也沒有用,已經沒房了,不然就先睡看看。當下,看起來也好像沒有別的辦法了,那時我們還不知道自己接下來會更慘。

就在我們在Lobby等計程車時,還有外國人到櫃檯詢問有沒有空房。我們當時就覺得應該是飯店以為我們不來,臨時把我們的房間給了別人。可是他們怎麼不想想,付了錢怎麼可能不來呢?價值NT6,321,和我們之前住的高雄義大皇冠假日飯店一樣貴了呢?!

等車的時候也很生氣,原本我們被告知510分鐘車會到,結果時間過去了,沒有任何動靜,後來我們主動詢問,才知道根本沒有車。這家計程車公司是International Taxi,很想問當他們發現沒有車的時候為什麼不主動告知飯店,而要我們去催促了才知道結果。同樣,飯店的Lobby當時只有我們一組客人,如果我們不追蹤,那位先生是不是要讓我們一直等下去。連出兩個包,我實在不覺得這家飯店配掛四星!

房間的陳設算相當老舊,但尚屬乾淨。

我非常在意飯店備品準備不足,因為這就好比去人家家裡作客,你去四個人,結果主人只給你三個碗,你會怎麼想?一定不會有賓至如歸的感覺,反而還覺得自己不受歡迎。飯店備品準備不足,就會給人這種印象,他根本只想拿錢不想辦事。要麼是銷售部沒有通知客房部,要麼就是做整理的人摸魚打混,不管是哪種情況,都很糟糕!

於是我們還得自己去櫃台跟他拿,第二天換了房間依然故我,還是要我們去拿。這是第三個包,我無論如何都覺得他們完全沒有任何誠意。

更誇張的事來了,我不小心發現房間大門的背後貼著一張價格表。折合台幣,竟然只要KRW250,470=NT6,471.6(按照當時匯率),加上我們應該享受的折扣,只有NT5,500.86。那我們所謂"被升等",不是越升床越小,越升價格越便宜?那這是升等還是降級?這是第四個包。

事情還沒完,因為床實在太小,我只好睡到床的另一頭,和先生錯開。但誰知床尾正好位於出風口的下方,把我吹到不行。於是,我只好在沙發上蜷曲了一晚。

這種狀況真的讓人完全無言!

627日,至Agoda網站留言反映上述問題,希望Seoul Rex Hotel退回我們多付的錢(NT6,321NT5,500.86=NT820.14)。

74日,再次寫信至Agoda。因為之前反映毫無回應,我在想是不是管道不對。結果打電話去問,才拿到真正的中文客訴信箱。

712日,Seoul Rex Hotel第一次回覆,經Agoda轉告如下:

they explained it is not true.

1. Guest booked Deluxe which is 3 occupancies but guest group was 4 persons, even the hotel informed us they provided room upgrade to Suite

2. The hotel always helps to chtch the taxi. Maybe it was the taxi driver or private​

看到飯店如此扭曲事實,我覺得他們太不可理喻,並請Agoda再次好好檢視我提供的證據,不要只是簡單地把雙方說的話傳來傳去,要有自己的判斷。

725日,Agoda和一位Mr. Yoon Seung Hwan電話聯絡,對方的答覆如下:

The hotel mentioned 4 people check in to the hotel.

On the first night, in the room 2 single beds were offered.

The next day you raised feedback to the hotel and the hotel changed the room as Suite twin bed room which is bigger than deluxe twin bed room. 1 double bed and 1 single bed were provided in the room.

As such, the hotel has done their level best to accommodate to your request and the investigation is as such. From what we can see, it is very obvious that the hotel has been more than courteous to accommodate to your concerns.

We do not see any discrepancy in terms of the hotel and there was no substantial evidence that the hotel asked you to sleep in the sofa on the 2nd night, by any chance.

Should you have further concerns over the matter, please feedback to the hotel directly.

看到這樣的回答,如果那個Mr. Yoon Seung Hwan就在我面前,我一定一拳給他揮過去,撒謊拖延時間找各種各樣的藉口,這哪裡是服務業應該有的水準?!

氣到不行的老娘只好憋出一篇英文客訴信,來一吐這口怒氣。搞不好Agoda也是因為我之前的抱怨都用中文寫,才無法了解真實情況。

Why the hotel always lie? Why you (Agoda) always don't read seriously my complaint?

I will point all the wrong as follow:

The hotel mentioned 4 people check in to the hotel.------June 15, Agoda sent the order to change the confirmation, you can clearly see the occupancy from three adults into three adults and one child (access to Agoda order record). We don't cheat the hotel! Seoul Rex Hotel, why not just give us Deluxe Twin Bed Room? If they do not have room to meet our needs in two days, why not speak in advance? Why do not unsubscribe? Seoul Rex Hotel obviously no room still insist on orders, it is obvious fraud? We do not need the Seoul Rex Hotel on the first day to help us upgrade the Suite, causing me to sleep all night on the sofa (The bed is too small. My husband and I separately sleep the top and the bottom of the bed. But my position just below the air outlet, and finally I had to sleep on the sofa of the living room) How can there be room the smaller and the cheaper? This upgrade makes any sense?

The next day you raised feedback to the hotel and the hotel changed the room as Suite twin bed room which is bigger than deluxe twin bed room. 1 double bed and 1 single bed were provided in the room. ------We live in the suite on the first day. June 11, I ordered Deluxe Twin Bed Room by choosing the Agoda website for the price of three people live. June 15, I specifically call to the Agoda customer service, indicating that we are three adults plus a child, this room can accommodate? A lady called T.A.A. told me that this room can accommodate up to us (access to Agoda call record). We just want to live deluxe twin bed room. But the hotel gave us the suite or the room which is bigger than deluxe twin bed room. Why?

We do not see any discrepancy in terms of the hotel and there was no substantial evidence that the hotel asked you to sleep in the sofa on the 2nd night, by any chance. ------I sleep in the sofa on the 1st night.

As for the hotel, in 512 room of the first day of stay, there is the price (photographic evidence) in the room behind the door marked with KRW 250,470, equivalent to NT $ 6,471.6. We should be entitled to 15% discount to count, equivalent to NT $ 5,500.86. In fact we pay NT $ 6,321. Please the hotel pays back us NT $ 820.14.

Please give me the email address of Mr. Yoon Seung Hwan.

不知是Agoda終於發現事實並非飯店單方面陳述,還是出於別的什麼理由,他們以退回我消費金額的15%做結。我並不認為這件事Agoda需要負擔什麼責任,從頭到尾都是Seoul Rex Hotel的錯,但整起事件中,Agoda的處置也的確有改進的空間:拖了近一個月才得出結論,耗費我的電話費,甚至和十位客服人員往來29封信。有需要這樣嗎?

83日,我英文去信Mr. Yoon Seung Hwan,對方不理。

86日,我韓文去信,那位Mr. Yoon Seung Hwan依舊不理。我的要求非常簡單,就是一定要追回那並不算多的台幣820.14,住宿所受的窩囊氣以及後續他們的誇張態度,這些都不要求道歉和賠償了。

Legal High裡面堺雅人的台詞,就是"錢不是全部,錢是讓對方見識你的骨氣的方法,是奪回被剝奪的東西和被踐踏的尊嚴最合適的代價,除此以外什麼都不是!"

後來,8月回重慶,接下來Baby流產,就被有的沒有的事情給錯開了。現在,當我的遊記寫到這裡的時候,我再次覺得有繼續討回的必要。

201338日,我再次寫信跟韓國觀光公社反映,同時也將同步向台北分社遞交證據,後續狀況如何,會及時更新在部落格裏面。

但我同時也必須要說,希望這是韓國旅遊業的單一個案,我們依然覺得韓國還是有它自己獨特的魅力,只是以後會更加小心選擇,以免誤入黑店。

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