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the details about Imperial Orchid Hotels. This case study gives an overview of how hotel
businesses in Thailand, a fast-growing emerging economy, handle complaints and manage
service recovery. In particular, the case focuses on actual customer service failure and
recovery experiences at Imperial Orchid Hotels, a well-known Thai hotel group (using a
fictional name).In light of empirical evidence from services research, the case includes a
critical evaluation of Imperial Orchid Hotels' service recovery efforts' efficacy. The evaluation
sheds light on how customers evaluate compensation, the openness and promptness of
recovery procedures, and employee behaviour in relation to service recovery encounters.
After reading all the customer review we got to know that in all the complaints the hotels
did not provide service recovery efforts . we have appraised the customer complaints on the
basis of four variables that are

CASE 1: Couple in honeymoon

*COMPENSATION
So in this case a honeymoon couple stayed at imperial orchid hotel and they have ordered a
food through the room service and the honeymoon couple was allergic to garlic so they
already made clear to the employee to cook the food without garlic but even after assuring
the customers that the dish would be garlic free it came out to be garlic one and then chef
offered the couple to order anything from the menu whatever they like which is garlic free
so it is self-explanatory that the dish would be complimentary to them as hotel restaurant
have made this mistake but they have to pay for it and for the compensation they got free
starter only which was cheaper as compared to the beefsteak.

*Transparency
The employee said that he would take the couple’s request to the chef to get the dish garlic
free and latter when couple complained that the food contains garlic the chef said that he
wasn’t informed that the dish was supposed to be garlic free so there was no transparency
between the hotel employee and the chef of the hotel.

*Timeliness for recovery

It took them at least half an hour to provide the complementary food and recovery process.

*Employee behaviour
So here the employee gave them a fake apology that they are extremely sorry for the
inconvenience and he was also very rude and insincere which he shouldn’t be because it
was very serious issue which can create health issue to customers.

Case 2: Family trip

*Compensation

So here a family came to stay at the hotel and they find the rooms of the hotel too small for
a family to stay inside and they saw that the bedsheet had big stain on it and they have to
complaint to front office many times and after that they have changed it. the customers
were dissatisfied but at the end they were compensated. The hotel didn’t meet the
expectation of the family.

*Transparency
There was no transparency here because every time customer would call to the front office
different employee would pick up the call and they were not aware of the complaint only so
there was no proper communication in the hotel management.

*Timeliness for recovery

It took them two hours to get bedsheet change and the customer have to call four times to
the front office to complaint.

*Employee behaviour
They were very insincere and they even accused the customer that they have made big
stains on bedsheet this is very inappropriate behaviour by the hotel employee with their
customers.

Case 3: business trip

*Compensation
Here the customer booked an executive room which was supposed to have high speed Wi-Fi
as per the facilities during the time of booking but the Wi-Fi was not working so customer
thought that he would be upgraded to another room with high speed Wi-Fi or else the issue
would be solved instantly during no time but he was just compensated with free drink only
and the customer was not satisfied from it.

*Transparency
There was no transparency here because customer called many times about the issue to the
front office and ultimately they said there may be issue with your device and on their side
everything is perfect.

*Timeliness for recovery

It took them one hour to just check in into the room and another hour for the issue of Wi-Fi
in the room.

*Employee behaviour
The staff was not at all discipline with the customer and they even out the blame on
customer that the issue is with their own device only and in this situation the hotel
management was only not knowing what is the right thing to do.