I had a bad time ordering the Russian beer “Hebckoe” (pronounced Nevskoe) in the hotel in Russia.
The problem is they don’t want to serve it to me (Chinese) but happily serve it to my colleagues (English & Czech)
So I complained to the General Manager of the Hotel via email who is German I believed.
Our Emails are attached below. (I have disguise the name of the hotel and chain but there is only one westernised hotel in Novgorod!)
From me to him
I recently stayed at the Veliky Novgorod Hotel for my business trip
I was very surprised at a number of occasion that the staff at the lobby bar has refused to serve me the Russian beer “Hebckoe” instead I was offered the other beer Kronenbourg.
I was made aware that they don’t have Hebckoe and Kronenbourg is the only one they have.
But I was more surprise when my two European colleagues who had no problem of ordering the Hebckoe beer from the lobby bar and sometime even at the table when I was present.
I feel very disappointed and somewhat discriminated against.
I wouldn’t have even mind if they charge me a higher price for the Hebckoe beer because we prefer the taste compared with Kronenbourg.
Overall I was happy with my stay but certainly leave me with a bad memory of this negative experience.
I hope you can respond and clarify this is not a common practice at your hotel.
His respond – I am disappointed that I didn’t get a free room, but he joins in and try to sell me another German Beer! Did he get the message – I want Hebckoe!!!
First of all thank you very much for sharing your experiences with me.
Please accept my personal and deepest apologies for the behavior of my staff and be ensured that I take the situation very serious.
Be ensured that your experience is not the regular standard that the PI Veliky Novgorod nor any other PI Hotel usually delivers.
We are in process to convert and rebrand the Hotel into an international standard delivering property.
Not only the hard ware like rooms and public areas are going to be changed step by step. The focus is also to train, teach and educate the employees.
The philosophy of PI is to hire attitude and to train skills. The Yes, I can attitude must be an essential characteristic for all personal that wants to work with us.
Dear Simon, we have had development dialogues with our employees and have identified those that are capable to be part of the PI team in the future and will stay with us after 20 years of local management.
The process has started and will continue.
Could you please let me know when you plan to visit the PI Veliky Novgorod in the future.
I would like to meet you personally and show you the improvements we have done so far.
As of Monday we are also serving original Paulaner beer. (Simon: Paulaner is German!!! I want Hebckoe!) It would be a great pleasure for me to invite you also into the beerstube and show you that we are hosts as we can be expected to be.