Complaint Rating:

A LETTER WHICH I SENT TO GENERAL MANAGER

Dear Mr Damian,

Good day.

This will going to be a long email which I am concerning the services that Holiday Inn Melaka is providing. I am one of the tenants who booked up a wedding dinner on 26th July 2008 and there were too many dissatisfying and unpleasant incidents along the way which I think I shall address them to you but no one.

First of all, I have approached one of the ex-staff named Jessie last Oct and then afterwards confirmed my booking with Quinn when Jessie left her job half way. I was in fact ok with Quinn as she gave prompt and at least response to enquiries and changes made during upon confirm of stuff for my wedding night plan.

Quinn was leaving her job was what I heard in May and lastly she stayed back by passing her on hand jobs to Margery which she herself relocated to QC Dept. My night mare started from there as the hotel basically is having a mess internally. Quinn told me there will be contra-off 1 table if no food tasting is taken place hence I didn’t take any. This was happened in May itself, so sorry that I am from rather a corporate bank background that I actually requested every promised/remark points to be in the BEO where I have requested couple of times and have actually tried calling Quinn and Margery as well as email also to confirm of floor plan and BEO, there weren’t any replied at all only when my sister called David, the F&B Director. You will not believe his excuses of not returning my calls and emails by his staff that he actually said that hotel is short handed, omg, do you disclose what problem that hotel is facing to guests and external party then what do the hotel expect me to do? Shorthanded and then? Meaning you don’t even ready for such services. Should I cancel of my booking with deposit paid to ballroom packages by giving them easy time or should I continue to do the staff job by calling them crazily and confirm and again and again and again? This is totally unacceptable excuse to client with your organizaiton internal problem especially a global chains hotel group, how can we help with that? Put your all feet in my shoe and in any other situation. It has now gone beyond my tolerance level.

This is rather ridiculous shocking experience that I am going through. And David has actually told me food is very subjective where some say nice and some say bad, but, Mr, a professional way shouldn’t be it to ask your customer preference choice first before you tell them is subjective? You didn’t even know what your customer is expecting. Can I request a lighter taste or more salty taste dishes be served? Yes. Go back to Contra-off 1 table issue, so I rose this few times and finally I got it after maybe few weeks? There is another staff just joined I believe, and they take turn to ask me questions such as my signature book selection, where I have confirmed when I first met up with the person who dealt with me for all this, Quinn, and they didn't even communicate, and she once said she will take care off everything and she will be the only person incharge. I don't want to answer same questions for 10 times, what is going so wrong how could it be like this??? 3 different person repeatedly taking turn serving me when there weren't any answer from my inquiries but at last I need to answer again for what I wanted and answered.

Until today that I am actually sick of it, I will need to worry that why didn’t they reply me and I was polite and patient enough to be friendly in asking why? But there is still none of it be done up to my expectation. I have once told Quinn and Margery I wasn’t happy with such a slow to none to ignorance and poor services that I wanted to cancel my wedding dinner package but she assured me everything will be fine, Margery did not even explain and reply anything with my email showing my unhappiness.

Prior to that, there are bunch of people who heard or who experienced the bad food services etc which I most concern because I believe people will not want to, for the sake of making ownself in feeling better and then convince ourself that second marriage wedding ceremony can do better if the first ceremony experience is not good. Let say I am no body but my mother’s family is running Renaissance Melaka by Marriott and I am not comparing which I hope I could to have a pleasant experience in other hotel too.

I seriously have no idea what is going wrong with Holiday Inn and only my previous mails with the hotel with date can story all. There are blogs/forum which people from around the world commented Holiday Inn Melaka, good and bad though I haven’t experienced good one but is facing the bad one.

All in one, I sincerely hope everything will be improved and below are some of the articles/forums that maybe good fyr:

hotel catering services

http://www.malaysiabrides.com/forum/Holiday-Inn-Malacca-t6099.html
http://www.malaysiabrides.com/forum/index.php?showtopic=584&st=120

hotel overall services
http://www.tripadvisor.co.uk/ShowUserReviews-g306997-d680527-r13376816-Holiday_Inn_Melaka-Melaka_Melaka_State.

http://youtube.com/watch?v=aBpEvI8xRaY

I am not here asking for making up things but to share of my feeling, no points in arguing thru and flow and it will be then, an endless story, just want to get over this and you know, after all, no one wants to have this kind of experience when their wedding is just around the corner while I only will be in Malaysia on 23rd. All the best.

Yours truly