Little Surfmaid at San Juan, La Union
I first saw this hotel when I checked in at Kahuna Resort and then found their hotel in facebook when I got back home. When me and my friends decided to go to the beach lately, La Union came to mind and my first thought after Kahuna was Little Surfmaid. Since facebook messenger was one of the easiest way to contact them, I then decided to inquire about the availability of their rooms. I couldn’t believe how they answered with my inquiries but honestly speaking, I found it unprofessional, specially on the part in how they brought up my background.
Below are the complete screenshots of our conversation.
TUE 4:18PM (July 21)
Me: Hi, do you have a family room for about 7pax?
Me: What is the maximum number of person in a room? Thanks
LSM: Read this link. regards, Sie
THU 11:02AM (July 23)
Me: Hi, do you still have “BIG SUITE WITH ONE SEPARATE BEDROOM & BALCONY” for Aug.1-2?
LSM: Yes, we have one left. Sie
Me: May view po ng beach right? Paano po magpa reserve?
LSM: Please look up the below link to familiarize yourself with our policy for advance bookings http://littlesurfmaidresort.com/accomodations.htm
Me: pede po rent ng 2 additional bed para po 6pax kami sa room?
Me: we are deciding to be there on August 1 at around 6am, moron po kayo place to stay until check in time na 2pm?
LSM: If suite is ready you can make use of it immediately at percentage of costs. If not we only have a parking area or you can sit in our restaurant. Pl. remember advance payment. Thanks, Sie
***I called them to verify if we can rent two extra mattress so that the living room can be used up for the remaining 2pax. However, my request was disapproved that they suggested to rent another room. I told him that I will get back to him after talking to my friends***
Me: Yung room na available pa is beach view?
Me: Meron pa daw yung room na 2900?
LSM: Read the link we sent you, please
Me: Meron pa available room 2900? Plan namin mag rent ng 2 rooms intead
Me: I can’t open the link now
LSM: Then do it later
Me: Are you sure nasa site yung availability ng rooms for aug1-2?
LSM: Yes, and we really do not have time for covering repeated time for covering repeat subjects. Sorry
Me: been looking around your site but i can’t find your available rooms for aug1-2.
THU 7:39PM: I then decided to post the conversation in face book and…
LSM: We do not have a site which gives you available rooms for a given day, and that is also not what you did. You called our reception where we verbally took the pain of explaining what we had already had put in writing. Therefore, it’s clear to us, that we cannot satisfy you even when answers are already in the link we also sent you. Thus please find another hotel or resort on this beach and contact these. We just do not have time to answer questions we have already answered. Thank you.
After 4 days (MON before 8:53AM – July 27), I saw their post below in one of my public fb post.
LSM: Fake Google address? Couldn’t deliver so you get it this way or we put it on our profile::With this person, Nathalie Martinez we had 20 exchanges of mail regarding one room night for August 1st. The mail exchange started Tuesday 4:28 pm and ended Thursday 9:33 pm last week. We terminated further exchange of mail with her, since she never bothered to look up our link – although reminded 3 times and forward to her twice – claiming;” I cannot open it *now*” And when we suggested she could look it up later she didn’t bother. All this during a period of 53 hours.
The lady claims she is educated at Brent International and should be computer literate since she also claims she worked for TREND MICRO – Content Security Software – International.
She quickly removed our exchange of mail from her face book but we have kept them on record should they be required.
We hope the above can be brought to Ms Martinez attention and she be reminded that we as a resort will go a long way to help our potential customer, but we are not a travel agent, and do not wish to be abused by having to repeat answers to questions already answered to readily available on our web site. Management LSM
MON 3:40PM (July 27), I included comment in my original post, “Above screenshot is only a part of the conversation, what more yung last reply nila. They mentioned the word “pain” 🙂 “
MON 4:18PM, I received below in my fb messenger.
LSM: To take the pain to explain or to take the trouble to explain is in the English language basically the same. This we are sure you must have learned at Brent International
MON 4:40PM – I post another comment in my page, “It doesn’t matter how you use the words pain and trouble, its how you deliver it.”
LSM: You are obviously an educated person and thus ought to know that a written message can be delivered in one way only. I.e. in writing as a text and no other way! Regards from us.
LSM: we really don’t mind your sharing all the exchanged of mail. That would be fair. Don’t you think? Selective texts provided by one partner only can lead to misunderstandings I already see. Cheers
Me: Yes, I agree that i need to post all our communications. Thank you.
Tue at 5:10PM (July 28)
LSM: Thanks, this is a normal honourable way of dealing with matters, and we are happy you agree with us. Many thanks.
I have travelled before and this is the first time I encountered this kind of customer service. I believe I didn’t do anything wrong for them to respond that way.
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