Analysis Type : Decision

He could either take the matter to court and incur additional expenses, or admit defeat and walk away.

Criteria

1. Quality Time Disaster For Couple

o They couple spent too much money already : SPR’s price was higher than comparable
hotels in the metropolitan setting of Jakarta,
o The trip to Indonesia was supposed to be such an opportunity to maintain their
relationship but it turns out the other way aroud
o They have no other attractive 5 star hotel at that time
2. The Hotel Bad Service Despite Its Brand Fame
a. The McKenzies’ privileged customer cards were declined because they booked through
a third party booking site.
b. Safety Concern : The in-room safety deposit box was covered in warnings and disclaimer
labels stating hotel management would not accept any liability for the safe’s content
and that all articles of value needed to be deposited at the hotel’s own safe
c. sound pollution, immediate request to change rooms was made in vain
d. agency cost issue : the hotel offer a service in brochure without stating its scope
e. Their order had taken a long time in coming and was lukewarm in restaurant
f. The hotel lack of considerations towards room size, quality of furnishings, fixtures and
decoration
g. the difference between promised and actual experience
h. menu availability
i. concierge tried to overcharge them for the tours
j. Cash only payment
k. There were still no alternative rooms available and the McKenzies were forced to stay in
the same room.
l. Mckenzie feeling hot and clammy. For some reason the A/C was churning out warm air.
The A/C was being turned off at 1:00 a.m to save on electricity, banking on the fact most
guests would be asleep at that hour and would not notice.
m. the torn bed sheets complemented by large stains of different colours
n. maintenance problem - work started at 7:00 p.m. and went on until 10:00 p.m. It would
then begin again as early as 5 a.m. with electric drills and heavy hammering.
o. McKenzies agreed the cakes and cookies were stale. They probably came from the cake
shop in the lobby, which seemed to be fully stocked at all times
p. Regardless of all the complaining he did, nothing had changed. The hotel staff was very
polite, but no action was undertaken to correct the service delivery failures.
3. The Employee’s behavior
a. the driver half asleep and not at all happy to see them. He grudgingly drove them to the
city center
b. Language barrier
c. We are so sorry – behavior
d. Employee lack of considerations disinfected the affected areas regularly -> it cause the
ants
 e. The restaurant operated at the behest of the cook who cooked and served what he
wanted and the waiting staff adapted the rules to “best” fit themselves
f. compete for food with hotel employees.

4. Hygienic issues
a. the small ants that crawled onto the table and plates as soon as the food was served
b. the food cause digestive problems
c. unclean pool - dead insects and plant debris floating on the surface, small lizards and
frogs travelling between the small gardens separating the pools
d. upper respiratory infection, mildew in the A/C system and both McKenzies started to
take cold medication.
e. water seepage in one corner of the room. The humidity problem took a turn for the
worst when water began to seep next to their door in the hallway
5. The hotel respond toward complaint
a. The letter avoided all blame and redirected the responsibility of service delivery to
middle management
b. McKenzie wrote back and asked to speak to the head of the customer service center. His
request went unanswered
c. The PRTG customer service center was delaying the process. McKenzie knew they hoped
the time and effort would eventually make him stop contacting them and eventually
surrender.