Dear reader,**My name is Nikki and I'm a receptionist at the campanile Hotel in 's-Hert...
GetHuman-denbosch's customer service issue with TripAdvisor from March 2021
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Dear reader,**My name is Nikki and I'm a receptionist at the campanile Hotel in 's-Hertogenbosch.**A few weeks ago a woman started staying here. Her name was Yee Oy. **From the get go she was being very impatient and impolite to our staff. We treated her nice anyway, as we are supposed to. That's our job. **One day she extended her stay online and quickly asked for a refund. We got a notice of this by email and my colleague went up to the room of the woman with a copy of the ask for a refund. She started being very rude to my colleague and didn't want to get out of the room. Eventually she even physically attacked my colleague. Because of this, we asked her to leave the hotel. She wouldn't and we called the police.**Her boyfriend came to pick her up, my colleague noticed the woman also didn't pay her food yet so she went to the car of the boyfriend and the woman and they almost ran her over (not by accident). Because of this incident my co-worker is a bit traumatized. **We received emails from the boyfriend, threatening my co-worker. The boyfriend also put a very bad review online, calling my co-worker "immature, unprofessional and a cancer to the hotel" and more. He even included several of our staff members names. **The review is this one:*"I had to drive for * hours to pick up my girlfriend there because the hotel and Expedia had a problem with payment transfer but made it the customer*€s issue. Our house is being renovated and I am in a different city for work for a few weeks and it was terrible that a hotel and a booking site cannot discuss with each other to make a payment. She did not cancel any hotel booking and had been staying there already so to make this statement is ridiculous by a rude and incompetent staff member named Inez who has narcissistic personality disorder which is a mental disorder from her behaviour including lying and was recorded because my partner works in this field. The staff member was Inez and spoke as if she was the owner of the hotel. She was immature, unprofessional and a cancer to the hotel. She had made the payment and this was sent to the company website. If there is a problem with the payment process from Expedia through Ebookers then this is for the hotel and the hotel to deal with, not a customer. We will be collecting a full refund for the disgusting behaviour of the staff member and also wasting my time, the time of the authorities and my partner as she had paid for bookings that were not received. The food made was undercooked*wet and not made by proper chefs but reception staff as the image shows The rooms were amazingly cleaned and organised inside. Other members of staff working there were Laura and Nikki, my partner says they are first class customer service and they should be made to train the staff to the high standards they have or the hotel will be in ruin with other staff members coming from other sites."**My question is: Can you possibly remove this review? Since the situation is described very differently above than what was actually going on. The review is filled with lies, only to get to my co-worker. Who is by the way one of the nicest people I've met.**I really hope you can assist us here and I'm looking forward to your response.***With kind regards,**Nikki Otten*Receptionist*Hotel Campanile 's-Hertogenbosch
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Customer service issue
Reported by GetHuman-denbosch
Mar 24th, 2021 - a month ago
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Seen by 4 customers so far
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Mar 24th 9:22am
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Mar 26th 1:27pm
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