You as Guest- Should Understand Your Role Before Making Booking Online


Hotelier Advisor


Name: WAN


Email : @yahoo.com

Enquiry : Dear Mr , I'm disappointed as your management did not informing me that I been charged for my debit card and also full payment with deposit upon check in (don't they have system which link and payment shown?). I called to your front desk on16/11/2016 around 11am and they informed that the process time took 1 month which is ridiculous. Hence , they can advice upfront that for not using debit card instead of credit card? Is this how your staff been trained? In this matter, I am requesting my refund to be perform soonest as possible back to my account. Hope to hear an update from you soon.

Thanks, Wan Joha (not a real name)
Gambar Sekadar Hiasan. Just For Illustration


Hotelier Advisor 

Ternyata comment di atas adalah berpunca dari, yang utama ialah Guest sendiri membuat satu kesilapan besar iaitu:

Membuat tempahan hotel secara online menggunakan "Debit Card". Anda sebagai customer atau pelanggan harus memahami terlebih dahulu ciri ciri credit card anda sebelum membuat tempahan dalam talian internet.

Perlu diingat dalam internet atau web, credit card anda tidak memberi tahu atau note yang berbunyi "Ini ialah Debit Card". Maka setelah sampai ke pihak hotel, credit card akan di buat Card Verification.

Selang beberapa hari selepas anda sebagai customer telah "check out" dari hotel dan mendapati statement bank, telah membuat potongan dalam amount tertentu dan disini:

Kesilapan anda sebagai customer hotel masih "Blur", seperti yang diterangkan anda sebagai customer hotel dan customer untuk berbagai company, anda harus memahami tentang sesuatu policy yang telah ditetapkan, seperti policy bank untuk pemulangan wang.

Dalam comment guest yang telah diajukan ternyata customer tidak sabar untuk mendapat pemulangan wang dari bank.  Ia benar policy pemulangan memang akan mengambil masa.

Jadi anda sebagai customer atau pelanggan lah yang harus terlebih dahulu memahami policy, seperti bank serta company yang lain.

Dalam perhotelan sudah tentu front desk akan mengambil deposit atau mengambil harga sepadan dengan satu tempahan bilik. Sekiranya anda sebagai customer bertanyakan soalan mengapa mengambil deposit, maka ia terlalu panjang untuk dihuraikan dan ia tak perlu di bincangkan di khalayak pelanggan yang lain, kerana ia akan memalukan diri anda sendiri sebagai pelanggan.

"I'm disappointed as your management did not informing me that I been charged for my debit card and also full payment with deposit upon check in"

Seperti ayat yang ditulis oleh pelanggan kita dapat meneka apa yang terjadi, iaitu pelanggan membuat pembayaran ketika check in itu bermakna tiada bayaran yang diambil sebelumnya.  dan

"management did not informing me that I been charged for my debit"  Jelas sekali pelanggan telah membuat tempahan bilik melalui internet dan menggunakan "Debit Card"

Kesimpulan yang dapat diburaikan diatas ialah:

Anda sebagai pelanggan- Bila merasa tidak puas hati maka telah membuat kenyataan yang bukan bukan yang mana ia sebenarnya akan melemahkan diri sendiri.

Anda sebagai pelanggan perlu memahami, sesuatu yang tak dapat dilakukan dan ia tak akan boleh dilakukan  (seperti untuk pemulangan wang dari bank- sudah pasti ia akan mengambil masa dan tiada apa yang dapat staff hotel boleh lakukan untuk memper-cepatkan.


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