Case Studies For March 2012

Case Study #1

In September 2010, Mr Pong* bought a wedding package from a local hotel for $39886.

On his big day, when he arrived at the hotel, he was told that the suite was not ready and was given a temporary small room.

That marked the beginning of a series of unsatisfactory services provided by the hotel, including but not limited to the following:-

  1. It was agreed that the R.O.M. ceremony would be held at the poolside. However, on the day of the R.O.M, the setup was moved from the poolside to a small room, and then moved back to the poolside.
  2. During the wedding banquet, the inexperienced waiter who was sent to the VIP table spilled red wine on the bride’s wedding gown and the bridegroom’s mother’s evening dress. He had also spilled sharks’ fins soup on one of their guests.

The couple was extremely disappointed with the hotel when they offered a small box of chocolates, complimentary dinner for 2 and a one night extension in the suite, as a form of apology for the unpleasant incidents.

Through CASE’s intervention and mediation, the hotel and the couple arrived at a settlement.

Case Study #2

In September 2011, Mrs Woo* engaged a caterer to provide buffet lunch for her church wedding. She ordered food for 220 people for $2420. She informed them that the ceremony would end at 1.30 p.m. and the buffet should be ready by then. However, on her wedding day, the caterer set up the buffet only at 1.30 p.m. Noting that it would be some time before they could fill their tummies, several guests left without lunch.

To make matters worse, the food was only sufficient for 110 people instead of 220 people. They then tried to salvage the situation by bringing in laksa and fried rice that were prepared on the spot. Mrs Woo was very upset that the caterer’s blunder had caused her wedding to be such an unpleasant experience for her guests and herself.

The caterer offered a dismal discount of $120 at first, but through CASE’s assistance and negotiation, they increased the offer by another $300. Finally both parties agreed to a discount of $520 in full and final settlement.

 
*Please note that surnames have been changed to ensure the privacy of the consumers.

Should you find yourself in a similar situation, please do not hesitate to seek assistance from CASE. For general enquiries, you can call our hotline at 6100 0315 between 9am and 5pm from Mondays to Fridays and between 9am and 12pm on Saturdays. For an in-depth consultation with our officers, please visit us at 170 Ghim Moh Road, #05-01 Ulu Pandan Community Building, between 9am and 4pm from Mondays to Saturdays. You can also file a complaint online here.
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