This incident happened to a friend of mine, Mr.Wong back in February 2011.
He and his colleagues were staying in Philea Resort & Spa - Malacca for a production shoot with Bollywood Movie- DON 2.
On the 14 / 15th Feb, his laundry in his room was taken for a wash without his permission. No forms were filled, no clothes were put into those hotel bags, but it was gone.
On 16th of February when he checked out, the laundry was returned, everything in the bag was the SAME except for his pair of precious jeans -LEVIS. It was swapped with a piece of black jeans that didn't belong to him. How convenient, the ONLY BRANDED piece in his laundry.
He immediately returned it and notify the lady at the reception about the wrong pair of jeans and asked them to find his jeans. As he was in a rush to shoot, they told him, house keeping will call him once its found. Obviously, nothing happened.
After 1 month, no response. So he called on 14th March and again on 29th, both times the same receptionist said- House Keeping would get back to him but nothing happened. When asked for HR or Customer Service Dept, she said they don't have one... Seriously? A Huge 5 Star Hotel with No Customer Service Dept?
Finally, this receptionist called back and just said - Sorry we can't find your jeans.
That was it? Like he was just suppose to accept it and let them off the hook. He asked to speak to manager, but he wasn't around. Really? at 4pm ?
Called on 30th, spoke to someone who finally passed on the message to the exec.assist.House Keeping.( who was friendly) It was the 1st time he has heard about this issue at all -what missing Jean ??? ( after 1 month of calling the Hotel ) Ridiculous! Obviously, the morning receptionist has not been doing her job.
Repeated the whole story to him and he had to consult their GM on what to do.
The Levis jean cost RM280, over a year old.
The Hotel's response was - We can Only compensate you for your laundry fee = RM11.
( eventhough he NEVER requested for the Laundry wash ) But since it was lost- they only compensate - RM110. ( Less than half a Jean ) After disagreeing, the House keeping said it is out of their hands but the GM's decision. They came back with another offer- RM110 or a free night stay at their Hotel in Melaka.
No thank you! He rejected the stay..All he wanted was his LEVIS back!! As if he would want to stay at Philea after this terrible experience. After dilly-daddling..He finally took the RM110 as he was tired of this rubbish.
I can't believe that Philea's Management did not take FULL RESPONSIBILITY on missing laundry especially when it was NOT REQUESTED in the first place. Wouldn't that just encourage house-keeping to wash guest's laundry without permission and then conveniently let it to go missing? It does question us the honesty of the house-keeping staff ( not that we want to speculate )
After all, Hotel's Policy only compensates you for your laundrette fees. How absurd! Imagine it being a RM1000 Armani coat, compensate you RM100? Such mistake should never happened in a resort classified as 5 Stars!
In Conclusion, the management should have in good-will, just pay for the entire JEAN to uphold their "prestiges image!"
What happens if it was Shahrukh Khan's Jeans? Would it have been a different response?
PS: Apparently, it wasn't just my friend's Jeans that was missing.. a few of his colleagues also had missing laundry but found out too late & of course, typical Malaysian: Don't like to complain.
For slow response and irresponsible attitude:
Ratings : Embarrassingly ShamefuL !
