Part 3: Review on Wedding Banquet @ Crystal Crown, PJ

Recap:
Part 1: Review on Wedding Banquet @ Crystal Crown, PJ
Part 2: Review on Wedding Banquet @ Crystal Crown, PJ

After the wedding reception and all of our guests head for home, the hosts (us and my brothers) sat on one of the table to discuss with the banquet manager about our feedback and dissatisfaction.

We voiced our feedback from most of our guests and what we experienced throughout the night. As usual, the banquet manager has no authority over this and wanted to shove us off by giving diplomatic excuses. "This has never happened before", "We have not seen it happened", "There were too many people". Obviously there are many people, which is why we are able to opt for this bigger ballroom. Shouldn't it be expected before? Where are all the staff training? 

Since he couldn't make decision, we opt to speak to higher authority. He initially wanted to settle this issue there and then so it doesn't alarm his superior. But we insisted. Seriously, we were shocked to see such service being carried out like as if customer's event meant nothing to them. So unprofessional. Such a shame to get high hotel star rating.

He later pass us his superior's name card which is the F&B manager.

We made an appointment to meet up with him and  the F&B manager the next day. Which happens to be a holiday.

We appreciate that he's able to make it over to the hotel discuss the dispute even though it was a holiday. 

We again voiced our experience and complaints of our guests to the manager which he also couldn't make any decision to compensate us on the poor service provided. During the 3 or 4 hours discussion at the lobby's Cafe, there was no solid conclusion. He has heard our complaints, but again, he couldn't make any decision. He called up the sales manager to talk about our compensation or at least until the issue has been resolved, we will hold back the remaining banquet money. Over the phone with the sales manager, he promised us that it will be held first until the issue has been resolved. We wanted someone who can make decision, but it was quite a waste of time since there was no solid verdict that day. We ended up writing a 4 page complaints from most of ours and our guests feedback.

Our mail back and forth lasted for 2 months, from early October until mid of December. With still dissatisfaction on our side.

2 days after our banquet, I again updated the feedback since there was no reply or any sort from the hotel. An email came back one day later:

Meanwhile Management has decided to charge your credit card for the balance amount of RM10000 verified as agreed in our contract to close our account.

What? What about what was promised over the phone conversation between both managers? Now that there's a dispute and all they care about is their account? There was no other saying to this. They've charged it as they sent the email out.

On Oct 5th, you expressed that CCHPJ was going to charge me the remaining MYR 10,000. I replied on the same day, expressing my concerns regarding that.

On Oct 6th, you assured me that you would attempt to convince the management otherwise; and that your previous email was to inform us, the customer before you charge them.

My credit card shows that it was charged on Oct 5th.

 As quoted from our reply.


The said investigation goes on for another week while keeping the customer in the dark. We have to promptly email / message them to find out what's going on.

More than a week after the dispute, we finally came down to another meeting with the managers. This time with both the sales and F&B manager, and the sales person, staff A.

What I remembered clearly from our discussion, we were first shown the CCTV footage. That was a bit waste of time. It's only showing snippet of what was caught on tape and the position of the CCTV was not even overall the hall. Some were blocked by pillar, some were located I don't know where. And more ridiculous, remember the .gif that I posted in my review part 2? Somehow on their interest, it was fast forwarded. All other snippet that was shown to me has no fast forward, why only this snippet? And you've guessed it. "We don't see the issue you were talking about here", that was what claimed by one of the manager. They claimed that they spent 6 hours looking at the footage. Well, if it's only what benefit the hotel that the snippet is showing, then what's the point of showing it to us? Let us be another eye to see the whole 2 hrs of our event. We can point it to you on the customer's perspective. 

Not like we haven't offer ourselves for the help.

In the end, what was promised from the management is to refund 30% of the said amount, with additional 2 room + 10 hi-tea vouchers for feedback which valid for 6 months. 

What makes them think a customer would want to come back to this hotel after such bad experience?  

And only valid for 6 months? That's not even showing that the customer is any importance. I would expect a year long or lifetime no limit kind of voucher if we're going to be offered vouchers for compensation.

It's like getting vouchers for Christmas gift instead.

We negotiated for more since we're still not satisfied. We negotiated for 3 rooms and 15 meal vouchers. From the total compensation we're looking for, this, we have taken much far back.

At the end of the discussion, they promised to get back to us after checking with their management:
- Whether the refund would be in terms of GIRO or credit
- Whether the voucher can be extended instead of 6 months.

What we have agreed upon as compensation before calling it a night:
 - 3 rooms + 15 meal vouchers
- The said money refund

What really came back to us AFTER we reminded them 4 days later (because there was no news from their end):
- 2 rooms + 15 meal
- voucher validity only 6 months 

Well, once again it seems to me that the message was not conveyed properly from the sales manager to her management. Or rather. Did she even convey it at all?

We have already voiced our concern that we will not be around during the first few months of the voucher validity and during then there was so much understanding that it could perhaps be extended. But since it's not what we agreed upon, we wanted to make another meet up discussion. This time, we want to meet the so called "Management" that was always quoted by the sales manager.

That was so happen that their COO was away for business trip until end of November. But if they really want to make things right, shouldn't the COO email to the customer instead? There's unhappy customer with your staff here.. hellooooo. Guess the COO shows no concern to their customer anyway after receiving payment.

One month passed. I sent an email

If you noticed the dates that were sent, they surely take their time to response to us. Even from Whatsapp, there was no update. 

The reply only came a day later with "good news" that the management agrees to extend the voucher period for another 3 more months. 

And that's the end of the saga.

Still I wasn't satisfied. Put your feet into our shoes, it clearly does not make you feel as though customer is important to them. There was suppose to be a meet up with the COO after the COO is back from business trip. That didn't happen. How long will it take for COO to reply an email "okay, we can extend the voucher validation" if a meetup was not even planned at the first place?

I feel the whole "Management" name was made up to prolong the discussion and to protect their benefits. 

I really don't like the service given by the sales department. They don't give me the impression that they place customer in priority. The F&B department (especially the cafe at the lobby), service was good. They were really attentive. If only the same kind of attention and professionalism was given during the banquet that day. I'm sure all of this can be oversee.