October 19, 2007. Two important things happended today.
One, Glorietta 2 was bombed by unknown suspects. Initial reports say that it could have been an LPG, but now they're saying it may be a bomb. Police and the president herself said it's not part of a destabilization plot. Whatever it is that may have caused this thing, they sure did get their message across. Lives were lost, many got hurt and everyone else panicked. This tragedy will sure send everyone in paranoia once again.
The other "important" thing that happened today was Dusit. We were having our lunch presentation with clients when the bomb set off. I felt a little nudge at 1:30. I brushed it off. I thought I was having too much chocolate fondue already.
Then our own mini-tragedy happened. The look and service of Basix, terrible. The only saving grace of Basix was it's chocolate marshmallow fondue. I thought the whole restaurant was ill-planned. The pasta area was situated near the entrance. The salad station was weird. Their dishes were named generically. Someone points out that the glasses have been pre-etched already therefore the management didn't care enough to change it. So the dishes were "appropriately named" vegetable, fish, chicken, beef. (gee, thanks for pointing out the obvious. wish you could've pointed out bland from the gamey piece of beef.) And then the shrimps were saved on top of ice. and the list goes on and on. I had to ask twice to get my utensil set. I had to ask twice for my Coke light.
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inConvenience is key
After that less than scrumptious meal, of course, we have pay respect to the john. The restroom is conveniently placed at the other end of the hotel. Well, you can also visit the restroom on the mezzanine. How convenient, really.
Gen might have had hyped this whole buffet experience, but personally I thought it sucked.
But then, the adventure starts as soon as we stepped out of that buffet area. Didn't realize that things could go far worse.
We learned that Glorietta was bombed soon after we stepped out of Basix. Of course, after getting calls from our loved ones, the pack was so ready to go back to the office and seek serenity and comfort in our own messy desks (well, aside from rushing back to finish our deadlines). Since none of us brought a car, we needed to get a cab to get back to office. We waited. Waited. Waited. Talked to the guard to get us a cab.... Ooohhh, there's our cab! Oh wait, that lola is stealing our cab! Oh, no. Waited again. Waited....
Then finally Gen volunteered that we can get a hotel cab to drive us to the office. Unfortunately none was available. Dusit is the only hotel in Makati that actually runs out of cabs. Strange? Wait till you read this...
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OOOOPs, bawal dyan!
After waiting for so much more, I went again inside to ask if there's a cab available na. The manager on duty said he was going to call for one now. When he finally did, he freshly asked, "are you booked here?" "We're guests of Basix", I curtly answered. He gave me a confused look and purported, "Ay, di kasi pwede pag mag-hotel taxi pag hindi kayo naka check in eh..." Since when?!
Though this is only the third time I am riding a hotel cab, why on earth, please tell me, would you make this service exclusive to checked in guests. We are, after all, still hotel guests, having eaten at Basix! What are we- scum of earth?
Further, when the driver approached us, he gave us ten million reasons why he can't drive us there. He excused that Ayala was closed, Buendia is closed, Makati Med is brimming with people, etc. etc. We just scooted.
After trooping inside back to that ugly hotel, we just agreed to walk back to the office. Unfortunately, Gen wasn't feeling well. Therefore we can't walk back. Lee finally volunteered her father's driver. Alleluia.
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Sorry, you're not allowed to sit there
While waiting for Lee's driver to pick us up, we waited in the chairless lobby. The guards asked us if we could stay somewhere else as we're loittering. WTF? We're trapped here because your idiot guards couldn't get us a cab, and Glorietta has just been bombed, and you're telling us we're loiterring? Where on earth are we supposed to wait??? In the toilet?
So we went up hoping those idiots could leave us alone. When we got to the dripping mezzanine, we found this girl half-awake snoring. So we said, finally, decent place to sit down. Before we even got our booties to sink in those retro-looking hard cushions, this guard approached us and asked, "Are you hotel guests?" We responded, albeit defensively, "Yes, we've just finished our meeting and had lunch at Basix, now we're waiting for our sundo." He said we can't stay there because we're not checked in. Apparently, they reserved the yuckiest for the unluckiest hotel guests. Oafs. Gen argued back and then the guard just kept apologizing "pasensiya na". Gen wasn't feeling well. And she said it but that guard still refuse to let us wait there. By the way, that hallway was empty. What, wearing our office wear, did we look sleazy or kadiri that we can't stay there? Gosh. Hookers we're clinging onto the caucasians left and right and they allow it. This guy brushing his pearly whites and they allow it. People in slippers they allow, but for us to sit down, we're denied that right?
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You can't drink water here if you're not checked in
So we just went back up to where the clients were and stayed there. Thank God, with "proper" endorsement, we were allowed to "loiter" there. While waiting, Gen felt dehydrated. She needed to drink water. But even before she could do that, the wait staff said, "if you're not guests here, you can't drink there." I am sooo exasperated. Water is free. In other hotels, they'd offer you water as soon as you step in. Here in this hotel, it's some kind of precious commodity, just like their chairs/sofas.
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Printing your brand manual on tarp
As soon as we took the lift, I noticed two banners there. One that says what the brand heritage is, and the other talks about their Brand DNA. Apparently, they print their brand manual on tarp. The Brand DNA says something about offering something that the others don't offer. Initially, I was so curious to find out what those are.... then after this whole experience, apparently:
1. Other hotels have moderate to good service, in Dusit they make it a point to treat you bad.
2. In other hotels, they try to make the hotel look smart, classy and professional, in Dusit, they make you feel like crap by not providing seats, available services and really dripping ceilings.
3. In other hotels, they try to make you feel welcome, at Dusit they make you want to just leave. Talk about hospitality.
I am also in a service-oriented industry. I may not know the golden rules of servicing, but I sure know that treating your guests right is paramount. I am sharing this experience to everyone because I felt bad seeing us being treated that way.
Thank God the driver finally came and we're out of the god-forsaken hotel. As soon as I got back to the office, my tummy started to rumble. Oh no, I'm LBMing.
If I were you, I'd re-post this and share how terrible Dusit service is. In my opinion, this hotel was more tragic than the whole Glorietta incident. Thank God, I'm back in my little desk.