INCIDENT ON 08/10/16
Around 13:20 hrs, K. Tuk (FOM) was informed by Sport attendant that son of K. Patcharee Kamolvej, Master Patcharawit (5 yrs.) got hurt as his left toe was cut by the broken tiles while he was swimming at the Railway pool with his father.
K. Wan (Sport & Recreation Manager) immediately provided first aid and FOM offered the hotel car to Bangkok hospital which guest accepted.
Khun Tuk, FOM reported incident to Khun Peter, GM
Around 13:50 hrs, K. Apple (EAM) followed guest to the hospital to offer further assistance.
Guest was expressed his disappointment with K. Apple that for 5 stars hotel this incident should not happened, the product should be maintain in good shape, he was so upset at first stage as this is a first holiday that he was planned and looking forward to spend time with his family, however he was appreciated that management do concerned and follow up with them at the hospital. The guest know rules of insurance very well as he work for MARSH PB CO.,LTD.
Around 14:45 hrs, guest came back to the hotel by hotel van. K. Apple (EAM) extended complimentary lunch at Coast as gesture of good view.
At 17:30 hrs. K. Apple courtesy follow up with guest again, complimentary dinner was extended at French buffet.
At 17:45 hrs. Khun Phatcharee called in regard of the incident that they will pay for this stay as the voucher needed to be use however they would like hotel to do the compensation for future visit which they can come back to enjoy the real holiday. They would like to have 5 nights stay for next visit and will not do any further claim against the hotel for doctor fee or other expenses as they do appreciated our concerns and follow up.
K. Apple ( EAM) consulted with K. Peter, GM hotel will issue complimentary 5 night stay as a compensation and gesture of goodwill.
K. Tuk (FOM) offered hotel car to Bangkok hospital and pick up guest back to the hotel.
Around 14:45 hrs, guest came back to the hotel by hotel Van.
K. Apple extended complimentary Lunch at Coast
K. Apple extended complimentary French buffet dinner
Hotel will extended 5 nights complimentary stay for future visit