在馬德里上機前，我用萬豪App進行Mobile Check in。每一家萬豪飯店我都會這麼做，依據以往的經驗，會讓我到飯店櫃檯的時候更快獲得房卡，甚至更容易升等。
我翻譯給我媽聽，她超級生氣，要我問他是哪一個工作人員，叫什麼名字？但日本人不說，只說他要再確認（We need to confirm）。
如果真的如飯店所說，因為我用mobile check in又在12點之前，導致系統出包，顯示為空房，工作人員才會在三更半夜來要檢查空房間，那為什麼沒有檢查我的？兩個房間都是登記我的名字，在同一時間用同樣的方法登記入住。更糟的是，跟我媽通電話時，我才發現自己忘記反扣房門（大驚！）
飯店的Director回我信，依然堅持是工作人員疏失還有我用mobile check in的關係，導致系統顯示空房，就是不提供監視器畫面。（我建議他把萬豪集團的APP趕快下架，提醒所有的會員不要再用mobile check in，以免又有人受害）
7/30補充：有網友說飯店並無義務提供監視器畫面，認為是我誤會飯店，可能他們對於mobile check in並不熟悉。先不說我已在幾家萬豪成功使用mobile check in，就算是工作人員查空房，本起事件飯店方仍有無法否認的疏失：
A true and horrified experience in Moxy Tokyo Kishicho（You can also check this onTripAdvisor):
I want to share a terrified experience in Moxy Tokyo which just happened last night (July 22, 2018)
My family and I stayed in moxy Tokyo from July 21 to 22, two rooms on same floor. Around 2:26 am my mom called me:”someone just opened my room! Due to the locked chain across the door, he couldn’t able to walk in. Thus he kept pushing the door loudly and woked me up. I saw his hand reaching inside trying to unlock. I shouted “who is it!” No replied and he just ran away.”
I called the front desk around 2:50 am. The staff said:” Sorry and thank you for telling me this information. I don’t know what happened but I will go to you floor to check.”
This morning, we all pulled down our luggages to eat breakfast since knowing our rooms weren’t safe. I told the front desk what happened last night again and a staff said, “I was on duty whole night but I didn’t get any phone call.” Unbelievable, was I talking to ghost?
I asked them to check the security camera to see who was trying to enter my mom’s room. The staff agreed and said that he would give me an explanation and wanted to give me free coffee as compensation. But I told him that “This is not a problem about free coffee, it’s about safety, the simplest thing a hotel should provide.”
After breakfast, he told me that “It was our staff that tried to enter the room. Because you checked in before 12 pm yesterday, and our system showed your room was empty. Our staff need to check empty room. Sorry for the scaring. It is a big problem and we will have more staff training.”
I said, “why didn’t he stay and explain to my mom? He just ran away! It was very scaring we would think it’s a thief! “
My mom asked, “Which staff? Tell me the name.” He said, “we need to confirm.”
Obviously, he lied to us. If it was system error, then the staff would check my room as well, but no one tried to open my door last night at “2 A.M.”
I am truly angry that Moxy’s front desk want me to believe that it was a system error and staff training problem. But I think it is much more serious if you don’t tell your customers the truth. That it could be the thief who wanted to break in my room and stole worthy inside.
LIE TO YOUR CUSTOMERS and try to distract to other aspects is more serious than a thief gets in moxy hotel, which means, this incident will happen again and again.
I’m writing this not because I want to get any compensation in this terrified experience. As a customer, a parent and a loyalty Marriott Platinum member, I need to know how the hotel managing safety problems and how to fix it if something went wrong during their customer stay.
My friend told me Kotobashi, the Tokyo moxy located, isn’t a safe area. He won’t choose any hotels there. Well, how do I know Moxy Tokyo is located in an unsafe area? How do I know someone can get in and open the room so easily? Since I didn’t get a good explanation from Moxy, the only thing I can do is sharing the horrible experience public.
Someone told me this could happen in either JW Marriott even in Ritz Carton as well. Thus, remember to bring your passport and money every anytime and locked the door chain every night. Keep safe!
After I posted the experience, Tokyo moxy email me on July 23, 2018:
Greetings from the Moxy Tokyo Kinshicho!
First of all, I would like to take the opportunity to apologize on the downfall you have experienced during your recent stay with us.
Guest safety is one of our highest priorities and I am sorry to hear we made you feel uncomfortable.
We certainly investigated and found out that unfortunately the mobile check in was not reflected in our Front Office system.
As part of the night shift procedure we are checking if the room list tallies the occupied rooms. Due to a human error during your check I procedure – your room was kept “vacant” and therefore, the night shift was trying to enter your room for inspection.
Please rest assured that your feedback has been shared with the entire hotel crew to ensure this remains an isolated case.
Again, I sincerely apologize for the inconvenience we have caused you.
We truly hope we get the chance to restore your confidence in our brand one day.
If you ever decide to travel back to Tokyo – I would like to personally look after you and your travel companions.
Have a nice day!
My reply was as below, including the flaws:
After receiving your reply of the incident happened yesterday, I have to tell you the result of your investigation and the answer were totally unacceptable to my family and me.
There are some flaws in your reply of yesterday’s incident.
First of all,
I did mobile checkin through Marriott APP, as I always did in every Marriott hotels.
When we arrived Moxy Tokyo around 11A.M. on 21 July, the crew in front desk asked me to sign the checkin paper for both rooms. She also asked me to provide the passport and credit card.
Though I saw the room keys already prepared aside with room numbers on them, she insisted that we could only get our keycards and enter our rooms after 3 P.M. Not feeling good but acceptable.
After 3 P.M., my mom got the room keycards. In the midnight, the accident happened.
Since I provided my passport, credit card, saw the customers information and assigned room number, it was unbelievable your system showed “vacant”. The accident is unacceptable.
If you insist that was because I used mobile checkin, then I suggest you, and Marriott group, should remind every customer “DONT USE MARRIOTT APP to CheckIn" Otherwise, they will risk the room being invaded by strangers because their rooms are VACANT.
My friend said that there were some cases that customers been killed by people break in when they fall asleep. Being killed is a little bit exaggerated I know, but you can’t deny the possibility.
Also, you should remind your customers even they signed, providing passport, credit card, and get the room keys, which might not mean you are successfully checked in. Because their rooms will still show VACANT on you system and everyone can get in without any explanations.
Using “SYSTEM ERROR” as the conclusion for any incident like this which is the best excuse I’ve even seen. It’s the customer fault to use mobile checkin. I strongly suggest you delete Marriott app from apple store to secure customers safety, preventing any system error occurs again, until you can make the system won’t show VACANT.
IF, if that was your crew who made the night shift procedure you mentioned about, please tell me WHY HE RAN AWAY when my mom asked “who is it" at 2AM.
Why DIDN’T HE TRY to apology immediately and DIDN’T even make ANY report to any crew who were on duty at front desk afterwards?
It’s hard to believe a normal hotel crew would behave like this. It was a thief behavior, he thought everyone fall asleep in the midnight, so he tried to open the door when he found the door chain was locked. If he woke up people sleeping inside, he could easily ran away coz room 811 is right next to the stairs.
After my mom asking who was it, she went out the room to check but he just ran away.
Please show me the REAL CCTV footage to proof it was truly your crew, otherwise I will think you are trying to fool me.
Please be noted the video must show my mom went out the room.
If that was really your crew checking vacant rooms shown on system, then WHY DIDN’T HE CHECK MY ROOM? Since I used mobile checkin for two rooms, getting the room keys in the same way at the same time, don’t tell me my mom’s room(#811) was the only one shown vacant on your system. I forgot to lock my door chain (#813) until my mom calling me at the midnight, “your crew" could easily get in the room to “CHECK.”
As the front desk crew said in the morning,
he said that NO one called the front dest/security at midnight and didn’t know what had happened when he was on duty.
That was me, who did the phone call at 2:50 am. It’s ridiculous.
Let me remind you, I did ask your staff to check the CCTV that morning and ask the staff name who did the night shift procedure. Your staff answered:” we need to confirm.”
Did he really see the CCTV or he dare not tell me the truth?
As to my conclusion,
since your reply was full of flaws, the reasonable assumption is: there was a thief.
After reading your reply, I feel more angry than yesterday.
You were trying to convince me it was my fault to use mobile checkin,
it was you staff doing unusual behavior (like a thief)-kept pushing the door loudly and ran away when people inside asking who was it.
And let me remind you, my mom was so shocked that she couldn’t sleep. AND SO DID I.
We brought kids for this family trip and we were very anxious.
Maybe admit it was a staff’s mistake or system error is easier than admit a hotel safety problem.
Please give me a better answer of my doubts listed above, and how will Moxy Tokyo prevent the same problem happen again.
I need to know whether I can choose Moxy again since I am Marriott’s Platinum member.
Your reply was not trying to solve problems. You were trying to fool your customer. That’s all I can see from your reply.
Provide the evidence to show it was your staff doing unusual behavior.
After my reply, Tokyo Moxy still refuse to provide CCTV. Someone said I should stay and call the police, only the police has the right to check CCTV. Well, because my flight was 12 am on that day, it was impossible for me to stay. Remind all if this happen to you, call the police, or close the door to clamp his hand when he reaching inside.
Thank you very much for your reply.
I certainly feel your frustration and again the crew and I are truly sorry for the downfall you had to experience as our loyal Marriott Rewards member.
Please allow me to explain again that it was a human error indeed to not connect your mobile check in request with our internal system.
Moreover, we are sorry we could not get a room ready earlier for you as it depends on the actual occupancy/ availability of the day, but of course we always try.
The investigation has shown our crew member tried to inspect the room as part of his night audit; unfortunately, an inaccurate report was handed over due to human negligence as described as above. The behavior of our crew member was not professional and an immediate explanation should have been given to your mother in order to clarify the situation.
Furthermore, I would like to apologize that there was no clear explanation given to you before departing from our hotel as I understand your concerns.
Our senior leader team takes your incident very seriously and rest assured that measures have been put in place to prevent any similar occurrences and the respective crew members have been coached.
If it is convenient for you I would like to give you a call at a preferred time.