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如家:没想召开发布会 是记者自己跑到酒店

2016-04-08 09:43:44   长江商报

次日弯弯去前台拿行李的时候,接班经理居然完全不知道发生了什么事,并且对如此恶性事件置之不理。而前一天在场的那个经理则手机关机,无法联系上。而许经理的回应是,“当天那位值班经理已经休假,而新的管理人员没有按照弯弯的意图给想要的东西,并且如家认为现在的进程是在公关的调查之中,有了公安的介入,按照公安的后续的调查结果和结论再给到顾客处理。”这样的回复不禁让人汗颜,明明是涉事的值班经理,却在次日休假,并且再一次把责任推向了公安局,如家的执行力何在?

此外,据长江商报记者梳理弯弯微博发现,在事发之后超过24个小时,酒店都未对弯弯做出任何形式的解决方案。

监管问

如家客房“涉黄小卡片”随处可见

据记者了解,当时居住在酒店四层,需要刷房卡才能乘坐电梯上楼。那么,有一个疑问被随之抛了出来。“他(皮衣男)怎么进去的?”对此如家方面的表态是并不知情。

而在追问之下,关于一直在现场的皮衣男究竟是如家的内部员工还是其他身份?如家方面仍然保持缄默。如家的回应是应该问警方,而如家目前也在关心相关内容。和弯弯一直有接触,说联系沟通有不理想的地方,但是不理想的地方究竟是什么?

皮衣男逃走后又去了哪里?至于酒店的小卡片又究竟是谁在投放?截至长江商报记者发稿前,如家方面并没有给出公开说明。

一方面,如家承认了自己在监管力度上的不足,但另一方面也说“小卡片”是行业现象,让人觉得有推卸责任之嫌。

作为服务酒店,如家本有责任和义务保障客人的人身安全。但人们看到,酒店服务员(保安)对发生在眼皮底下的客人遇袭情况,既没有采取果断有力措施,也没有及时通报管理层,导致相关涉案人员全身而退。那些散落房间里的涉黄小卡片,也说明酒店平时根本没有采取有效措施来防范闲杂人员进入。

实际上,住过如家酒店的人都知道,这在如家可谓家常便饭,随处可见。长江商报记者此不止一次问过酒店服务人员,得到的答案都给人以搪塞、不当回事的感觉。难怪会有人怀疑,发涉黄卡片的人员能够自由进出如家,是因为得到了酒店人员的默认或合作。一家治理有效的酒店集团,本不该容许这种影响客户体验、有损酒店形象的现象发生。

态度问

如家正与当事人私下沟通

事件发生第一时间,如家对于当事人弯弯并没有给予相应的应急处理措施,安排其住宿,尽到酒店方应尽的责任和义务;而是在公众不断转发微博、媒体公开追问、事件不断发酵升级后,才于次日表示将召开新闻发布会对此事发布声明。

然而,在记者对一再推迟的发布会发问时,发布会上相关负责人在表达官方观点后,仓促离开现场,并未回答记者提问。整个发布会的现场只是持续了五分钟左右,与记者等待的五小时显成鲜明对比,让当事人弯弯在微博上大呼“太失望”。而如家在7日19:30分给出的回应是——“如家根本就没有想要召开发布会,是记者自己跑到和颐酒店,如家这才发了声明,因而并不是什么发布会,也没有准备提问环节。”如此大的事情竟然要众多媒体刚到现场才“被迫”发布声明?如家的公关能力何在?

责任编辑:陈倩 CN030
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