Rude email from Ramada Jarvis Manager

staceysteve

Hi,
I have had problems with Ramada Jarvis in the past and have exchanged many emails with their Head of Customer Services who had said if we were to ever book with them please go through him.
So we decided to try the Ramada in Brighton as it is well situated and our son was so excited by the prospect and we got a good rate we thought we'd try it out.
So on emailing the Head of Customer Services she didn't want to deal with it so instead told me to the General Manager at Brighton which I did god knows how many times only for it to ring and ring and ring, emailing back I stated what was happening and gave my contact details. I eventually got a call from the General Manager couldn't pick up he left a message but calleld back instantly and this time I picked up and made the booking, he said sorry for any lapses and done.
Then I later check my email and there is an email from the General Manager obviously intended for the Head of Customer Services but wrongly sent to me, saying:
"I'm about to write a book on "How to wind up a GM"

I have spoken to her after calling her mobile twice! When I asked if she got the message I left she said No!!!

All done with suitable notes to prepare the team for a potentially challenging family!

Speak soon

Regards"

I have forwarded this to the Head of Customer Services and awaiting a reply but does anyone have any ideas what I should do about the whole thing?
I still want to go because its not like they won't now be sweating about making our stay perfect because they've already made so many mistakes but I just think its so rude!!

Ivrytwr3

I'd be fuming personally. I'd also put my complaint in writing to them and never visit their chain again.

Why would you want to still go with them after your problems and then the rude email?!

staceysteve

My son loves the hotel and its not the stay i.e rooms, food etc I have problems with its staff over the phone and booking!

bestpud

Well, I will probably be shot down in flames for this, but on reading your OP, I was thinking you sound like a nightmare customer.

You may not like his email, and I'm sure he will be in hot water for sending it to you, as I'm sure you will take this much further, but you do sound like a 'potentially challenging family'.

Sorry if that offends - it's just my thoughts based on what you have written here.

staceysteve

Of course I am *note the sarcasm* because no business is ever a nightmare to deal with.

consultant31

To be honest I find it rather funny, maybe I have a weird sense of humour!

Print out the email and take it with you. Show it to the GM when you get there and stand back to see the mortification on his face

If you've ever been in customer servicing you must have had customers who've made you roll your eyes and chunter. It's not necessarily rude, just the way you feel at the time. Imagine how awful it would be to be caught doing it.

I don't think making a big deal out of it will help your standing with the hotel. In any case, he didn't say you were a nightmare, just a 'challenge'.

The GM will have hot flashes for years when he thinks about what he wrote and then sent it to the wrong person :rotfl:

photome

staceysteve wrote: »

My son loves the hotel and its not the stay i.e rooms, food etc I have problems with its staff over the phone and booking!

You siad you decided to try the Ramada in Brighton, suggests you have never stayed there. Then say your son loves the hotel ?

Personally I would never stay at a chain that had given me so many problems in the past, there are lots of options in Brighton and it may be that some of the staff there (now they think your are a problem family) may get up to some dirty tricks

dmg24

I have stayed at a Ramada once. It was free. It cost too much.

I can only reiterate what others have said - why would you stay somewhere that you have had problems in the past?

david39

It's very easy to make the mistake of sending emails to the wrong person.

On two occasions I have received an email that was originally sent from Person A to Person B who has then forwarded it on to me. I have written a reply to Person B and pressed the Reply button.

I such cases, the email goes back to the original sender (Person A) and Person B does not even get a copy. You need to press "Reply to All" for that to happen.

Unfortunately, on both occasions, I have written comments that I would wish that Person A had not read. This is probably what happened to the man at the Ramada!

I am very careful with forwarded emails now to make sure to whom my replies go.

dmg24

david39 wrote: »

On two occasions I have received an email that was originally sent from Person A to Person B who has then forwarded it on to me. I have written a reply to Person B and pressed the Reply button.

I such cases, the email goes back to the original sender (Person A) and Person B does not even get a copy. You need to press "Reply to All" for that to happen.

You are wrong. Assuming you are using Outlook or a web based email client, your reply would go to Person B, not Person A.

david39

To dmg24

Well, on both occasions, using Outlook, mine went to the originator - and I had to face the embarrassment, so I know it happened that way.