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TaiwanTainan捷絲旅台南虎山館 Just Sleep Tainan Hushan

捷絲旅台南虎山館 Just Sleep Tainan Hushan

No. 300號, Section 2, Wenhua Rd, Rende District, Tainan City, Taiwan 717
4.5(1K)

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Phone
+886 6 266 2528
Website
justsleephotels.com

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Jimmy NicklesJimmy Nickles
There is no heat in the rooms. We asked front desk and they said they could not help us. The thermostat said 21 degrees but it was more like 18. I went to play foosball in the ‘lounge’ with my daughter but there was no ball. We were about to give up but went to the front desk to inquire. Yes, there is a ball but if you play for more than 30 minutes you need to pay nt$100. I asked why there was no sign telling customers that a ball was available and was informed that there used to be a sign when they first opened. The clerk stated that people that want to play all come to the front desk. I asked how he would know how many people don’t bother to go downstairs to ask but he insisted that everyone that wants to play goes to the front desk. When we returned to the lounge with the ball was when we realized that fully half of the players on one team were missing- no goalie, no defenders, and missing one midfielder. Regardless, we played for longer than the allotted 30 minutes. I decided that since they were charging me $nt100 for the foosball I would keep it. A few minutes later the front desk frantically called my room asking about the ball. The same guy that was going to charge me was explaining that they only had one ball and would forego the charge if I returned it. I asked if he knew that half of one team was missing and he said they were broken the day before-4 of them! Yet he made no mention when he ’rented’ me the ball. Not big, terrible problems. Not safety related or anything but the bs with the front desk guy really turned me off.
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eddy wongeddy wong
This felt like a premium tier hotel with great rooms. We were so tired from our day of exploring. We needed to … “Just sleep,” teehehehe 🤪 All jokes aside we really enjoyed our stay here. Our rooms were so cozy and very stylish. There’s ample parking. At the lobby our check in staff was very helpful and friendly. As we lugged our heavy luggage’s to our rooms and opened the door we were pleasantly surprised by how they looked. Definitely a step up 😀. When converted to Canadian dollars it’s $100 that night for 2 double beds. That $50 per person. Great value. The couch is huge too. The sparkling tea in the cold fridge has a different taste than other teas. I love it. In the morning you can go downstairs and help yourself to coffee in the lobby by the mini mart. The coffee station is free from what I was told. Excellent coffee too. This hotel brand is now one of my favourites to stay at now. I can’t wait to see how the other locations feel like. But for now I thoroughly enjoyed this one. I had amazing rest here in Tainan.
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Enta YangEnta Yang
硬體出色,軟體遺憾:一次被服務細節斷送的住宿體驗 捷絲旅台南虎山館擁有令人驚豔的建築與室內設計,地理位置緊鄰奇美博物館,無疑是台南地區高端旅宿的代表之一。 然而,再新穎的硬體設施,若缺少了以人為本的服務精神作為靈魂,終將淪為一座冰冷的建築。此次我親身的住宿體驗,便反映出此一落差,特此分享並提出管理建議,望館方能正視。 ◪ 應變失靈的備品管理,問題解決的第一道缺口 8月30日早上,我因商務需求至櫃檯借用熨斗及燙衣板,櫃檯人員查詢後,告知目前已全數出借。後續的處理方式,並非提出任何替代方案或解決意願,而是直接建議我「可以自行到二樓的公共區域使用」。這是我入住過眾多同等級、甚至等級更低的旅館(尤其是商務旅館),第一次遇到借不到熨斗,還被如此「指引」的情況。 【外行人給貴司的建議】 貴集團的專家絕對比我更有經驗且專業,但我仍想提醒貴司,備品外借的數量管理是客房服務的基本功。當數量有限時,前台人員的應對方式即是服務品質的展現。SOP 不應僅止於「告知沒有」,更應包含解決方案。 * 建立備品追蹤與輪替機制:櫃檯人員應主動聯繫已借用的房客,詢問是否已使用完畢,並協助收回,而非將責任轉嫁給下一位有需求的客人。 * 展現積極處理的態度:更佳的回應方式應為:「先生您好,目前熨斗剛好都已外借,方便的話我先為您登記,一旦有其他客人歸還,我立刻為您送至房間,好嗎?」這不僅安撫了客人的情緒,更體現了酒店的積極性。 * 備品數量的重新評估:若備品供不應求的狀況頻繁發生,管理層應考慮依據住房率與顧客需求,適度增加採購數量。 ◪ 失去靈魂的景觀餐廳,溝通淪為制式回應 貴館的餐廳緊鄰戶外游泳池,大片落地窗的設計,本意是讓顧客在享用美食的同時,能飽覽池畔風光。然而,因空調溫差導致玻璃外層嚴重凝露,窗外景致如同打上一層厚重的馬賽克,我就像一個重度近視者,看不到外頭! 如此一來,完全失去了設計的初衷。當我向一位女性服務人員詢問,能否讓我到外面將我座位前的玻璃擦乾淨時,好讓我能夠看見外面,我得到的回答卻是:「我們游泳池要到九點才能開放喔!」。這句文不對題的「官腔式」回應,完全忽略了我的訴求核心——「我想看到外面」。實在是衷心期盼,貴司能滿足我幫忙擦拭玻璃的願望哪! 【外行人給貴司的建議】 我的遭遇凸顯了服務人員「聽而不聞」的問題,只依循腦中的關鍵字(游泳池)進行腳本式回覆,卻未真正理解顧客的需求。 * 強化主動聆聽與同理心訓練:員工訓練不應只重覆誦標準說詞,更應教導如何「傾聽」顧客的弦外之音,並設身處地理解對方的情境與失落感。 * 賦予基層員工解決問題的彈性:該員工事實上可以有多種處理方式,例如:道歉並說明結露是天氣因素難以避免、協助更換至視野較佳的座位、或是將此問題回報給主管,詢問是否有其他解決方案。僵化的管理會讓第一線員工失去應變能力。 * 維護硬體設施的設計價值:管理層應正視此結露問題。既然「景觀」是餐廳的一大賣點,就應有相對應的維護計畫,例如定時派員處理,或研究能減緩結露的工法,以確保顧客體驗的完整性。 ◪ 隱形的管理層,形同虛設的客訴管道 在經歷上述事件後,我至櫃檯希望能與值班經理對話,反映我的住宿感受。當時櫃檯共有四名工作人員,他們給我的回覆是:「今天是星期六,主管不會來,請問您有什麼問題嗎?」 這樣的回答,對於一間有規模、有制度的旅館而言,完全不及格。我既然已表明要找主管,便代表問題的層級與重要性,已非基層人員所能或所應處理。將問題拋回給沒有管理權責的員工,無疑是關上了溝通的大門。 【外行人給貴司的建議】 「週末主管不上班」是服務業,尤其是24小時營運的酒店業,最不專業的託辭。這不僅暴露了管理制度的漏洞,更向顧客傳達了「我們在週末無法處理重要問題」的負面訊息。 * 落實每日值班經理(Manager on Duty, MOD)制度:任何時候,館內都必須有一位具備決策權的最高主管或代理人,處理緊急事件與重大客訴。這是旅館營運的基礎,更是對住客安全的保障。 * 標準化客訴升級流程:櫃檯人員應被訓練,當客人指名要找主管時,標準回應應是:「先生很抱歉,我們經理今日未進辦公室,但我是今天的值班主管,有什麼問題我可以直接為您處理。」或是:「我方便先了解一下您的狀況,並立即為您轉達給我們的最高主管嗎?」這才能讓客人感覺到被尊重與重視。 ◪ 總結:旅宿業的核心是人,而非建築 總體而言,捷絲旅台南虎山館的硬體條件,無論是建築美學、內部裝潢、乃至於地理位置,都具備了成為頂級旅宿的潛力。然而,旅宿業的核心競爭力,終究在於「服務」。 貴館的服務人員,雖然口氣有禮,但應對進退間顯露出的是訓練不足、缺乏解決問題的熱忱與能力。這種「有禮貌的無能為力」,比態度惡劣更令人失望。 對於追求高品質服務、認為「人」的溫度才是旅行中美好回憶來源的旅客,我無法推薦。但若您只在乎硬體的新穎與設計感,或許可以一試。衷心建議捷絲旅的管理層,應立即投入資源,全面檢視並提升員工的教育訓練,將服務精神真正內化到每一位員工心中,如此,方能讓出色的硬體,與溫暖的軟體服務相得益彰,真正撐起其不菲的房價與品牌價值。 順帶一提,管道間的門應該要關閉甚至鎖上,避免有人誤開而掉落,建議檢查一下。
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Reviews of 捷絲旅台南虎山館 Just Sleep Tainan Hushan

4.5(1,011)
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2.0
2y

There is no heat in the rooms. We asked front desk and they said they could not help us. The thermostat said 21 degrees but it was more like 18. I went to play foosball in the ‘lounge’ with my daughter but there was no ball. We were about to give up but went to the front desk to inquire. Yes, there is a ball but if you play for more than 30 minutes you need to pay nt$100. I asked why there was no sign telling customers that a ball was available and was informed that there used to be a sign...

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review photoreview photo
avatar
5.0
51w

This felt like a premium tier hotel with great rooms. We were so tired from our day of exploring. We needed to … “Just sleep,” teehehehe 🤪

All jokes aside we really enjoyed our stay here. Our rooms were so cozy and very stylish. There’s ample parking. At the lobby our check in staff was very helpful and friendly.

As we lugged our heavy luggage’s to our rooms and opened the door we were pleasantly surprised by how they looked. Definitely a step up 😀. When converted to Canadian dollars...

   Read more
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4.0
1y

Nice looking hotel with a modern feel. The room was clean and well presented. OK the bad stuff. As a vegetarean in Taiwan you would expect to get some decent service. Service here was poor. Evening meal was handled by one server who dealt with takeaways and table orders which we didn't get all our meal and and so.e of us had their meal and finished before we got ours.|Morning breakfast. You have an hour at 8am rush hour too many people scrabling to get food in a small area. Well set out...

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