Name of Hotel: Shangri-La (http://www.shangrila-hotel.com/)
Name of person against whom the complaint is being filed: Armond Khosroyan, F&B Manager
Shangri-La hotel new general manager refuses stay that was committed by previous general manager because of poor hygiene found and reported in person In June 2012, I had made a reservation and stayed at Hotel Shangri-La. At that time, there was a major hygiene issue that I reported to the manager, and they promised to look and fix it. I had stepped out for dinner and when I came back it wasnt fixed yet. On top of it, the shower wasnt having hot water. So it was a very poor experience I had at a hotel of this repute. I did reach out to the GM and he apologized and promised a complimentary stay for a future use. For last 6 months, my assistant has been following up and they have been unresponsive, I called in today to speak to the now GM (as he claimned), Armond Khosroyan and he flaty refused to accomodate the reservation. His attitude did throw me back, and when I asked him the reason, he said,
1.Its not the same company anymore. Henri does not work here. I asked him if its not Shangri-La anymore and he said, it is Shangri-La but the management is different and they removed all previous employees. At this I told him that no matter who is the management, as long as its Shangri-La, they are supposed to assume all responsibilty and be accountable to GM commitments from the same brand. He flatly refused and said, No, I dont have to. After the call, I did some online research and I can now see that he is lying. See this PR release:http://www.prweb.com/releases/2014/09/prweb12171565.htm He said he was with new company and old company has changed (he refused to give me any names) but as you can see, Armond was the Food and Beverage Manager here at Shangri-La from the time Henri Birmele was at work. So he is obviously lying and trying to find frivolous objections to not honor the reservation/commitment. As per this public information, the hotel HAS NOT CHANGED hands and the owner has always been the same since 1983 https://en.wikipedia.org/wiki/Hotel_Shangri-La .
2.He then said, For July we are all sold out. I looked it up while on the call, and I could find availability on both Shangri-La website (see this:https://www.dropbox.com/s/g9wu7eidbu8orhh/Screenshot%202016-06-17%2016.25.54.png?dl=0) and on booking.com. He said that booking.com is wholeseller and while it was apparent he had no way out, he was trying to convince me that if rom is allocated to booking.com, that means its sold out, which is not the case. So that was his second lie.
3.He lastly said, that the person who made the reservation should be the one checking in, to which I said, I am fine with that, but what is the point of bringing that issue when you are not willing to resolve the two previous issues that you have raised. Througout the call, his demenour was least professional, his choice of words and his tone was disrespectful and derogatory. He called me a small man because I asked him why is he lying and when the rooms were available, he told me that I should not stay at that hotel if I cannot afford it and that I can file a complaint or claim against this matter and he is not worried about it. I did tell him that he can lose his job because of this behaviour, and he said, I have an attorney and I will file a lawsuit if that happens. At that point, I knew it was a waste of time debating with this person. It was apparent he lacked the experience and communication skills to be a general manager and spoke more like a cook in a small roadside cafe. I decided to let him speak and end the call, (he hung up the phone) and file this claim with BBB to follow up and get a resolution.
I already see their history with poor treatment of guests and here is a lawsuit for discrimination filed against them just last year. http://www.law360.com/articles/608543/shangri-la-can-t-escape-1-2m-from-discrimination-verdict
Your Desired Resolution:
I would either ask them to refund the entire amount of the reservation OR honor the reservation for the dates that they committed to. I will need it for two days in July, same name: Punjani
Hotel Shangri-La at the Ocean Reviews
Name of Hotel: Shangri-La (http://www.shangrila-hotel.com/)
Name of person against whom the complaint is being filed: Armond Khosroyan, F&B Manager
Shangri-La hotel new general manager refuses stay that was committed by previous general manager because of poor hygiene found and reported in person In June 2012, I had made a reservation and stayed at Hotel Shangri-La. At that time, there was a major hygiene issue that I reported to the manager, and they promised to look and fix it. I had stepped out for dinner and when I came back it wasnt fixed yet. On top of it, the shower wasnt having hot water. So it was a very poor experience I had at a hotel of this repute. I did reach out to the GM and he apologized and promised a complimentary stay for a future use. For last 6 months, my assistant has been following up and they have been unresponsive, I called in today to speak to the now GM (as he claimned), Armond Khosroyan and he flaty refused to accomodate the reservation. His attitude did throw me back, and when I asked him the reason, he said,
1.Its not the same company anymore. Henri does not work here. I asked him if its not Shangri-La anymore and he said, it is Shangri-La but the management is different and they removed all previous employees. At this I told him that no matter who is the management, as long as its Shangri-La, they are supposed to assume all responsibilty and be accountable to GM commitments from the same brand. He flatly refused and said, No, I dont have to. After the call, I did some online research and I can now see that he is lying. See this PR release:http://www.prweb.com/releases/2014/09/prweb12171565.htm He said he was with new company and old company has changed (he refused to give me any names) but as you can see, Armond was the Food and Beverage Manager here at Shangri-La from the time Henri Birmele was at work. So he is obviously lying and trying to find frivolous objections to not honor the reservation/commitment. As per this public information, the hotel HAS NOT CHANGED hands and the owner has always been the same since 1983 https://en.wikipedia.org/wiki/Hotel_Shangri-La .
2.He then said, For July we are all sold out. I looked it up while on the call, and I could find availability on both Shangri-La website (see this:https://www.dropbox.com/s/g9wu7eidbu8orhh/Screenshot%202016-06-17%2016.25.54.png?dl=0) and on booking.com. He said that booking.com is wholeseller and while it was apparent he had no way out, he was trying to convince me that if rom is allocated to booking.com, that means its sold out, which is not the case. So that was his second lie.
3.He lastly said, that the person who made the reservation should be the one checking in, to which I said, I am fine with that, but what is the point of bringing that issue when you are not willing to resolve the two previous issues that you have raised. Througout the call, his demenour was least professional, his choice of words and his tone was disrespectful and derogatory. He called me a small man because I asked him why is he lying and when the rooms were available, he told me that I should not stay at that hotel if I cannot afford it and that I can file a complaint or claim against this matter and he is not worried about it. I did tell him that he can lose his job because of this behaviour, and he said, I have an attorney and I will file a lawsuit if that happens. At that point, I knew it was a waste of time debating with this person. It was apparent he lacked the experience and communication skills to be a general manager and spoke more like a cook in a small roadside cafe. I decided to let him speak and end the call, (he hung up the phone) and file this claim with BBB to follow up and get a resolution.
I already see their history with poor treatment of guests and here is a lawsuit for discrimination filed against them just last year. http://www.law360.com/articles/608543/shangri-la-can-t-escape-1-2m-from-discrimination-verdict
Your Desired Resolution:
I would either ask them to refund the entire amount of the reservation OR honor the reservation for the dates that they committed to. I will need it for two days in July, same name: Punjani