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On the second day of Zhu Danlun's stay, she asked the front desk at breakfast time to change to a room closer to the elevator, because she had to drag the cello in and out, which was too far and inconvenient.

Because the front desk got An Xi's advice, thinking that these were all part of the TV program, Smiling and polite but very resolutely rejected her request, saying that the rooms were all fully booked and there were no extra rooms to exchange.

An Xi was on the office floor of the hotel, watching the front desk negotiate with Zhu Danlun through the surveillance, the voice was almost completely inaudible, and Zhu Danlun seemed to be getting more and more dissatisfied, and began to raise his hand to wipe his tears without saying a few words.

There were people coming and going in the lobby, and the concierge came up, asked Zhu Danlun to sit first, and poured juice for her. Zhu Danlun pushed the juice and still insisted on changing the room.

Looking at the lively crowd, someone suddenly came out, stepped on the high heels that stood out from the crowd, and said a few words to the concierge, which seemed to embarrass the concierge. That face, An Xi is too familiar, and it is Xu Xinyan again.

An Xi didn't expect to provoke this sister, and the concierge, who didn't dare to cause trouble, couldn't resist it, so he hurriedly went downstairs.

By the time she arrived, Xu Xinyan had successfully grabbed the position of the female number one and was negotiating with the protocol in person: "...... The Ritz Hotel, which opened in this location, said that there was no vacancy room to exchange, is it true that we are all people who have never lived in a five-star business hotel? ”

She took out her mobile phone and dialed a string of numbers, let go of the speakerphone, and a gentle voice from the front desk soon came from inside: "Hello, this is The Ritz Hotel East Lake International Trade Store, how can I help you." ”

Xu Xinyan raised her phone to her lips: "I want to book a room tonight." ”

"I'm sorry ma'am," the front desk's voice was trained to be clear but not sharp, "all rooms are fully booked today, would you like to help you check out other stores nearby?" ”

"Oh, I forgot to say it," Xu Xinyan showed a smile of victory, "I'm a member of the Ritz's Zilan Club, and I don't have a guest room?" My feet have been inconvenient lately,"

Zilan Club is the most upscale member of the Ritz membership system, and can enjoy a lot of intimate and exclusive services, as long as customers wish, they can even help customers arrange small birthday parties for free.

The front desk immediately changed its words: "Some ladies, we have special high-quality guest rooms, reserved for members of the Zilan Club, please report your card number or ID number, and I will help you verify the room situation." ”

Xu Xinyan looked around proudly and hung up the phone: "Members of the Zilan Club are also valid here." This Ms. Zhu is not a member of the Zilan Club, so she deserves to drag the cello across half the floor every day? In other words, hotels like The Ritz will also treat customers differently, giving priority to satisfying those who are more demanding, and simply finding an excuse to refuse to stay. ”

Someone had already taken out her mobile phone to record the video, but Xu Xinyan not only did not stop it, but made a gesture of a speech and talked eloquently to the camera.

An Xi felt like a gambler who had bet on his entire net worth, waiting for the moment when he turned the tables around, and he was a little faintly excited.

She stepped forward and interrupted Xu Xinyan's tirade: "Miss Xu, we meet again, about the room, if you are interested, I can explain it to you." ”

Xu Xinyan folded her arms and hugged her chest, with her flaming red lips, she looked particularly aggressive.

Anxi asked the concierge to get a photo of the guest room: "On Ms. Zhu's floor, there is indeed a reserved guest room, which will not be easily opened even in peak season, in case important guests suddenly visit and there is no place to stay." Of course, this room has been opened 19 times in the past year, and one of them was a customer with a small child like Ms. Zhu, who was only an ordinary member when it was raining heavily. All the guests within a year have identity records and entry and exit videos to prove that what I said is true. ”

"And then? Since it can be opened, why can't it be used by this Ms. Zhu Danlun? ”

An Xi smiled and closed the photo album: "The reason is not available for the time being, the concierge department has arranged special personnel who can help Ms. Zhu transport the cello every day." ”

Xu Xinyan did not relent: "What is no comment, in-house travelers have this right to know!" ”

Anxi still just refused: "It's better to be like this, if you feel that you are not satisfied with the hotel service, you can complain to the group headquarters, and we will also give you a formal reply in accordance with the complaint feedback process." ”

Xu Xinyan is not the kind of person who can only say cruel words like Tang Xiaowen, and she didn't say a word, but prepared an English complaint email that morning, and sent it to the Ritz headquarters in the name of Zhu Danlun, and also sent it to a number of media.

Things soon fermented, because of Zhu Danlun's fame, and because everyone can encounter this kind of thing, the attention was suddenly amazingly high, and even without Anxi to arrange, many well-known big Vs rushed to express their opinions.

On the one hand, he said that he did not pay so many high membership dues, of course, there is no reason to ask for high-standard services, and on the other hand, he said that he should not condone the division of the hotel, Zhu Danlun is both a celebrity and a hotel member, but he is not as high-level as a member of the Zilan Club, if even she has to suffer this kind of anger, ordinary consumers will have nowhere to reason.

The two sides quarreled, and more and more spectators joined in, talking about their experiences in hotels in various places.

Some hotel practitioners jumped out and said that in fact, there are many insiders in the hotel, and those discounted cheap rooms are some "problem rooms" that are usually not allocated at all, such as being close to the motor well, with particularly loud noise, or affected by the appearance of the adjacent building, and not seeing enough sunlight for many years.

The focus of the incident reached its peak after a person claiming to be a member of the Rith-Zilan Club retweeted and commented. This person said that he often traveled back and forth to Beijing, Shanghai, Guangzhou and Shenzhen on business, and relied on points plus a little price difference to upgrade to a member of the Zilan Club, because he often traveled temporarily and arrived in the middle of the night, and during the peak season of staying in the hotel, he had to use the privileges of the Zilan Club from time to time to stay in a specially reserved room. The reserved rooms have custom-made sofas and art furnishings, so guests with small children are not usually welcome.

Some people speculate that the Ritz will record the behavior of guests during their stay at the hotel, and will find an excuse to refuse service to those guests who have bad records and complain about disagreement.

Lisi was pushed to the forefront, but Xu Mingzhu was quite calm and never contacted Anxi once.

Anxi did the information retrieval by herself, and asked He Minli to help inquire, and finally had a preliminary understanding of Xu Xinyan. Xu Xinyan got a law school diploma in the United States and is well-known in the legal industry, but her main business is in the United States and Singapore, and she is still a fresh face in China.

An Xi is very sure that her repeated appearances must be related to Lu Zhongze, this cognition made her very uncomfortable, and she breathed a sigh of relief in her heart, she must find a place in Lisi's matter.

The people from the Ritz headquarters arrived two days later, and in addition to Xu Mingzhu, there was also a young man representing the management, who introduced that it was Nan Jiachen, the executive director appointed by one of the investors.

It's a coincidence to say that when I was studying, Anxi once went to HKU as an exchange student for a year. At that time, mainland students were generally more exam-oriented, while those Hong Kong students from well-off families spent most of their time outside of class. Because Anxi's notes are neat and comprehensive, half of the school had to line up to borrow and copy them before the exam, and even got a nickname that year - "Queen of Notes".

This Mr. Nan Jiachen is one of the people who copied the notes back then, and he still has an impression of Anxi.

The Ritz Group has a strict complaint handling process, and within one hour of receiving a complaint, a person will contact the customer to verify the specific situation, unless an in-depth investigation is required, and the result must be given within 24 hours. This time the situation is special, the time is a little late, and the form makes up for it, and the Ritz has publicly announced that it will hold a small meeting to invite the media to be present and announce the results of the incident.

Xu Mingzhu's ability to be left and right was fully demonstrated in this situation, and she took the opportunity to go to the bathroom to ask Anxi about her plans first, and after listening to her in detail, when she turned around and walked out, it became that this was the arrangement she had discussed with Anxi in advance, please rest assured that the executive director.

On the day of the meeting, Xu Xinyan and Zhu Danlun both arrived, Xu Mingzhu personally ordered Anxi to be the host of the scene, and almost all of what Zhu Danlun wanted to say was done by Xu Xinyan.

After simply restoring the events of the day, An Xi took the microphone: "Today's meeting will explain two questions to you, the first is why Ms. Zhu Danlun couldn't change the room that day. The time has been delayed a bit, because explaining these issues will involve some trade secrets of Ritz, and please keep it strictly confidential. ”

Hearing this, those invited self-media immediately took out their mobile phones and prepared to take pictures and videos. Now these people are really true, if you don't remind them of the need for secrecy, none of them can think of spreading it to the outside world.

An Xi stood on a slightly higher platform, she could see every corner of the venue, and at the same time as she began to speak, Tang Xiaowen walked in from the door and sat directly in the last row.

Seeing Tang Xiaowen appear here, An Xi felt bad, and then, the spotlights on both sides of the main podium suddenly turned on, which she had specially told her when she was setting up the venue and couldn't turn it on. The person could not twist his body, and there was a tingling pain in his throat, and he was immediately speechless.

The abnormal pause immediately made Xu Mingzhu frown, and she couldn't stop questioning her with her eyes, what was going on.

In a trance, suddenly a pair of hands reached out from behind and directly blindfolded An Xi's eyes, and Lu Zhongze's voice was close to his ears: "Let's talk about the second question first." ”