The Paper's reporter Han Yuting
Recently, Ms. Chen, a citizen of Xiamen, was depressed. One of her valuable Bulgari bracelets was lost on November 5 last year at the isolation point - Courtyard by Marriott Xiamen Baiqi Hotel, at first the hotel staff claimed that it was not found, after the relevant departments intervened in the investigation, the hotel changed its name to find, but when she received the lost bracelet sent by the hotel, she found that it was seriously damaged and difficult to repair.
During the negotiation process, the hotel's words made it difficult for her to accept.
Now that more than two months have passed, she is even more disappointed that the hotel has not yet given a satisfactory solution.
"As a 5 star hotel, it was disappointing to have such a service attitude and quality." Ms. Chen told the surging news (www.thepaper.cn) that in response to this matter, she did not rule out using legal means to protect her rights and interests.
The Paper also contacted courtyard Xiamen Baiqi Hotel on this matter, and an account manager said that he was "unaware" of this.
"It's been more than two months since this happened, and my colleagues should have dealt with it." The above-mentioned account manager told the surging news.
The bracelet sent by the hotel has been broken into three pieces
On October 21, 2021, Ms. Chen returned from overseas and was arranged to be quarantined at the Courtyard by Marriott Xiamen Baiqi Hotel, and checked out at 9:00 a.m. on November 5, ending the isolation and going to the Xinglin Branch of Xiamen First Hospital for nucleic acid re-examination.
While waiting for the pick-up, she found that a valuable Bulgari bracelet was missing, and she immediately informed the hotel of the situation and entered the room herself to find it.
Ms. Chen recalled that when she returned to her hotel room, she found that a hotel staff member had checked the room to register items, and the hotel staff said that they had not seen the missing bracelet.
"I searched the room carefully, including the trash can, but I didn't find any missing bracelets." Ms. Chen said that from the room to the corridor, the elevator entrance to the lobby were carefully searched for more than an hour, but they were not found.
Due to the need to cooperate with the epidemic prevention, it was impossible to stay in the hotel to continue to search, so he had to leave temporarily at 11:30 a.m. and ask the hotel for help to continue the search before leaving.
During the re-examination of the Xinglin Branch of Xiamen First Hospital, she did not receive any response calls from the hotel, so she called 12345 (government service hotline) on November 6 for help.
At more than 9 p.m. on November 7, she completed the nucleic acid re-examination, was sent back to the hotel, and took advantage of the gap in the hotel lobby to wait for the community car transfer, and asked again about the search for the lost bracelet, and the hotel staff said "did not find it".
"As an isolated hotel, the surveillance should be quite tight and dead-end, and it is impossible to find it." Ms. Chen said the hotel's attitude towards the matter was negative.
Due to her previous complaint to the 12345 platform, the relevant departments of Huli District of Xiamen City intervened in the investigation of the matter after receiving the transfer, and the hotel's attitude towards affairs also changed.
At around 10 a.m. on Nov. 8, she received a call from a hotel's customer service manager who said she would do her best to help find it.
The intervention of relevant departments in Huli District of Xiamen City has also promoted the "improvement" of hotel efficiency.
At about 11:15 a.m. on the 8th, the hotel telephoned to inform that a section of the bracelet had been found on the floor in front of the door of its isolated room, and at 3:20 p.m., it was notified that another section had been found. That night, when she received two bracelets from the hotel's same-city courier, she found that one was missing.
The bracelet (right) was badly damaged and broke into three pieces, and the hotel said that there was still one section that could not be found. Courtesy of Ms. Chen
"One of my bracelets inexplicably broke into three pieces." Ms. Chen said that under normal circumstances, it is impossible to break into three sections without external force.
On the morning of November 9, the hotel's customer service manager replied that he had helped with the carpet search and found no remaining part, and thought that it might have been caused by secondary injuries on the ground.
"I can't accept that explanation." Ms. Chen said.
Just want a reasonable explanation
In response to her complaint, on November 9, after receiving the document, the Huli District People's Government immediately assigned the District Cultural and Tourism Bureau to investigate and deal with it.
After inquiring and investigating the hotel, the Huli District People's Government replied through the 12345 platform that on November 8, the hotel received a report from the claimant (Ms. Chen), and once again arranged for the hotel staff to go to the original room of the claimant to find the bracelet, and finally found a small section with a LOGO at the end of the bracelet near the chair at the door of the room. Subsequently, the guest service manager on duty contacted the claimant and confirmed to the claimant that this section was the part of his missing bracelet, and the claimant believed that since the part could be found, the remaining part must also be nearby, and asked the hotel to continue to search for it, and finally, the hotel found the main part of the bracelet under the carpet protective film at the door of its room. That night, the hotel contacted the claimant again, confirmed and mailed a bracelet for him. After receiving the bracelet, the claimant again informed that there was still a part of the bracelet missing, and insisted that it must still be in the hotel, strongly requested to view the hotel monitoring, and complained that it could not accept the explanation of the hotel side, needed to check the monitoring to understand the causes and consequences, and the follow-up bracelet maintenance matters will continue to require the hotel to follow up.
The above answer restores some of the facts.
Ms. Chen was not satisfied with this, and the hotel did not give a reasonable explanation as to why the bracelet was broken into three pieces.
"I just want to look at the surveillance, I want to know as much as possible about the hotel staff, when exactly did they pick up the bracelet?" And how is the bracelet broken? Ms. Chen said.
On the morning of November 9, she offered to watch surveillance footage of the November 8 search for the bracelet, but was refused by the hotel on the grounds that it involved privacy, a move that surprised and "perverse" her.
"As a quarantine hotel, but also a paid service hotel, can you treat consumers like this?" Ms. Chen said.
On November 16, she called the 12345 platform again, saying that she asked to view the hotel surveillance video, the hotel refused to monitor the privacy, and she asked the public security organs to intervene to view the surveillance. After receiving the transfer, the Xiamen Municipal Public Security Bureau Huli Branch Dianqian Police Station immediately sent the police to the hotel to copy the relevant surveillance video back to the police station and play it for viewing. But only 9:40 a.m. on Nov. 5 were seen of hotel employees picking up things in the aisle corridor, while there was no surveillance footage on Nov. 8.
Ms. Chen's WeChat chat with the hotel staff. Courtesy of Ms. Chen
On November 23, 2021, the Huli District People's Government also replied to the matter again on the 12345 platform and supplemented the monitoring information.
"The surveillance of the aisle corridor informs the claimant includes footage of hotel employees picking up things in the aisle corridor on November 5 and searching for hotel employees in the aisle corridor on November 8, and verification of the hotel's November 5 lost items registration form." The above-mentioned reply stated.
The response mentions surveillance footage of hotel employees bending down in an aisle corridor on Nov. 5 to pick up something, but does not say what was being picked up. Ms. Chen said that she was not satisfied with the above reply.
"My bracelet was originally intact and I never touched anyone else when I left the room, so why did it break into three pieces, and I hope the hotel will give us a reasonable explanation by presenting a complete surveillance lens, including a serious investigation." Ms. Chen said.
Courtyard by Marriott Xiamen Baiqi believes that the hotel has fully cooperated in the search for the missing items, and the bracelet was damaged when it was found, and non-hotel employees deliberately destroyed it.
In response to this matter, the surging news also contacted the Courtyard Xiamen Baiqi Hotel, and an account manager said that he was "unaware" of this.
"It's been more than two months since this happened, and my colleagues should have dealt with it." The above-mentioned account manager told The Paper, and said that "no matter what way the guests reflect the situation, this is the right of the guests, but we can't respond accurately to this matter." ”
Ms. Chen has recently sent a "Lawyer's Letter" to the hotel, which does not rule out the protection of her legitimate rights and interests through legal channels.
"I don't want to get compensation from the hotel, but I want to improve the management level and service awareness of the hotel through rights protection." Ms. Chen said.
Responsible Editor: Jiang Chenrui Photo Editor: Le Yufeng