I stayed in Holiday Inn Bandung during peak season on 18 December 2009 for one night only. During my short stay here I experienced something worth sharing because it’s definitely the case of customer service and it’s quite bothering me if I do not share with you. Remember, Holiday Inn is a hotel chain with its world class reputation in managing their business which, I believe, they have been mastering the keys to serving their customers so that they keep coming back to their hotels. This case proves that Holiday Inn is a revenue-hungry institution ….
What is the main reason to stay at hotel? It’s convenience and privacy – not just a place to sleep well. I have many options to sleep well in Bandung, actually, but because of those reasons I prefer to stay at the hotel. This morning, right after breakfast I experienced two times the hotel staff knocked my room at 620. The first one opened the door after knocking and when he realized that my daughter and me inside the room he pulled himself out from entering my hotel room saying soimething (in Bahasa Indonesia) not so clear …”barang” (goods) or something. I was not inclined to ask further and he disappeared from my room right away.
About an hour later (approx 10 AM) someone, AGAIN!, knocked my door and my daughter opened the door as I was taking shower. My daughter then shout to me “Pa, did you ask some one to handle our luggage?” Of course I said “No” because I never asked the hotel staff anything except about 1:00 AM I rung the operator to give Subuh wake up call. After the staff disappeared, I kept thinking “What’s going on with this hotel? Where is my privacy? Why do they steal my privacy – knocking my doors twice without my request? I never experienced this kind of thing in my previous dealings with hotel chain. What’s wrong?”.
Right after I finished taking the shower, I went to the door and tried to find the DO NOT DISTURB card usually hung at the back of the door. I was NOT there!!!! I tried to find at the wardrobe and any other place inside my room and failed to find it. I kept thinking …why??? I finally made my own conclusion that the DO NOT DISTURB card which actually a standard tool provided by the hotel was not in place. I tried to find any electric button and found nothing. Finally I dialed ‘5’ at about 11:45 to ask the housekeeping staff telling me where the card is located. She said it’s hung at the back of bathroom’s door. I went there to check and found nothing!Finally, I wrote down the signage with my own hand-writing and posted at my room’s door:
Was this INTENTIONALLY? I speculate: MAYBE!
My speculation stands to the following reasons:
- During peak season the hotel in Bandung is usually fully booked, and of course today.
- They did not provide the DO NOT DISTURB card so that the hotel staff can knock the doors anytime they want.
- Why they do it? Because they want to MAKE SURE that all guest get out from the room at 12:00 SHARP!!! so that they can sell the room to the other new guests.
- Why two knocks this morning? (Remember, I never ask someone to take care of my luggage!). They want to give WARNINGS that I should be prepared to CHECK OUT!
Holiday Inn Bandung is not thinking about serving customers well …
Guest at 620 – 18 December 2009
Updated 21 Dec 09:
When I checked out, the hand-written signage “Do Not Disturb!” that I posted at my room’s door was taken out by someone and replaced by “proper” DO NOT DISTURB card which is typically a standard tool hung at the back of main door.