To know the complaining behavior of Americans and Chinese

Visit China » Travel China » To know the complaining behavior of Americans and Chinese

Categories: Travel China

Question:

GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management student of St. Scholastica’s College and presently working on my thesis entitled "A Study on the Relation of National Character Based on Hofstede’s Cultural Dimensions and Their Complaining Behavior Toward Unsatisfactory Hotel Services." Your cooperation in answering this questionnaire will be highly appreciated. Rest assured that results would be used only for academic purposes. Thank you very much! P.S. Please visit the website http://www.meetdux.com/msy/default.htm for the questionnaire. Thanks!

Response:

This website doesn’t work right–as of 12/12 2130 EST it keeps giving errors. The survey isn’t very well designed, requiring single answers where many people would probably want to provide multiple answers. Probably not worth the time in its present state. – Hide quoted text — Show quoted text ->GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management >student of St. Scholastica’s College and presently working on my >thesis entitled "A Study on the Relation of National Character Based >on Hofstede’s Cultural Dimensions and Their Complaining Behavior >Toward Unsatisfactory Hotel Services." Your cooperation in answering >this questionnaire will be highly appreciated. Rest assured that >results would be used only for academic purposes. Thank you very much! >P.S. Please visit the website http://www.meetdux.com/msy/default.htm >for the questionnaire. Thanks!

Response:

> GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management > student of St. Scholastica’s College and presently working on my > thesis entitled "A Study on the Relation of National Character Based > on Hofstede’s Cultural Dimensions and Their Complaining Behavior > Toward Unsatisfactory Hotel Services." Your cooperation in answering > this questionnaire will be highly appreciated. Rest assured that > results would be used only for academic purposes. Thank you very much! > P.S. Please visit the website http://www.meetdux.com/msy/default.htm > for the questionnaire. Thanks!

I took the survey – I’ll paraphrase for the benefit of people who haven’t the time or energy to do it themselves: SURVEY Please indicate your nationality: ____ American ____ Chinese For each of the following bizarre and/or inconsequential scenarios, please indicate the steps you would be most likely to take: A) Take no action B) Wait until dark, then burn the building down C) Contact your cousin in the mafia and have the proprietor killed D) Recite a poem about the tragedy and then burn yourself to death on the town square Scenario 1: You arrive at a hotel and you are deeply disturbed to find that your pillowcase is white, even though you specifically whispered "a yellow pillow please" just after hanging up the phone when making your reservation. This makes you feel uncomfortable and foolish. What are you likely to do now? Scenario 2: You enter your hotel room and turn on the television, and discover that it is tuned to the news, even though you would have preferred to watch a sitcom without having to press any buttons on the remote control. This makes you feel uncomfortable and foolish. What are you likely to do now? Scenario 3: You visit the hotel restaurant for dinner and order a steak. The steak arrives and is quite tasty, however, the person at the table next to you is reading a copy of "The Corrections" which you found to be a tedious book. You alert the maitre d’ and he apologizes politely but tells you there is little that he can do. This makes you feel uncomfortable and foolish. What are you likely to do now? Scenario 4: You stay two extra days in your room and when you receive your bill, you are alarmed to see that you have been charged for them, making you feel uncomfortable and foolish. What are you likely to do now? Scenario 5: You arrive at the hotel with a live human heart on ice belonging to the Prime Minister of France. You leave the heart on your room’s balcony, and when you return from your polo match you are disappointed to see that the ice has melted in the sun and the heart has taken on a greenish tinge. You complain to the manager and he says that he is sorry, they do not have any spare French hearts and suggests that next time you trust the heart to the on-site infirmary for safekeeping. This makes you feel uncomfortable and foolish. What are you likely to do now? Scenario 6: You arrive at a hotel, only to learn that it has been taken over by Martians. They transport you to their planet and make you King. You rule over them with a wise benevolence, but after fifty years they start to get slack and bring you lukewarm tea. This makes you feel uncomfortable and foolish. What are you likely to do now? Thank you for participating in this survey. miguel — Hit The Road! Photos and tales from around the world: http://travel.u.nu New mini photo-feature: Life in DC: http://travel.u.nu/dc/

Response:

The site works perfectly here. The survey is quite limited since it only applies to 2 nationalities and I don’t fit into either of them.

– Hide quoted text — Show quoted text -> This website doesn’t work right–as of 12/12 2130 EST it keeps giving > errors. The survey isn’t very well designed, requiring single > answers where many people would probably want to provide multiple > answers. Probably not worth the time in its present state. >GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management >student of St. Scholastica’s College and presently working on my >thesis entitled "A Study on the Relation of National Character Based >on Hofstede’s Cultural Dimensions and Their Complaining Behavior >Toward Unsatisfactory Hotel Services." Your cooperation in answering >this questionnaire will be highly appreciated. Rest assured that >results would be used only for academic purposes. Thank you very much! >P.S. Please visit the website http://www.meetdux.com/msy/default.htm >for the questionnaire. Thanks!

Response:

>GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management >student of St. Scholastica’s College and presently working on my >thesis entitled "A Study on the Relation of National Character Based >on Hofstede’s Cultural Dimensions and Their Complaining Behavior >Toward Unsatisfactory Hotel Services." Your cooperation in answering >this questionnaire will be highly appreciated. Rest assured that >results would be used only for academic purposes. Thank you very much!

You’re welcome, but remember that you can’t conclude much from a voluntary survey on the www. Oh, and this was the result when I tried to send the completed survey: Error Occurred While Processing Request Error Diagnostic Information An error occurred while evaluating the expression: #Form.b2# Error near line 39, column 5. Error resolving parameter FORM.B2 The specified form field cannot be found. This problem is very likely due to the fact that you have misspelled the form field name. The error occurred while processing an element with a general identifier of (#Form.b2#), occupying document position (39:4) to (39:12) in the template file O:Hosted Web SitesDuxRaymond.Symeetdux_comwwwmsymail.cfm. Browser: Mozilla/4.0 (compatible; MSIE 5.01; Windows NT 5.0) Remote Address: 208.59.247.9 HTTP Referrer: http://www.meetdux.com/msy/default.htm I won’t take it again, I’m sorry to say. You need to change it to allow for multiple responses and "Other (specify)." I would never request a particular color of pillowcases; I would never count on a wakeup call as the only think that wakes me up, but would make sure I had an alarm clock or a clock radio with a working alarm (which I would test beforehand); I would always ask what time checkout is (someone who checks out at 3 P.M. and complains about being charged an extra $20 is an idiot); but if I put an item in a safe deposit box for safe keeping and it was stolen, I’d sue. Michael

Response:

I did fill it out and it returned an error message. What is your hypothesis/hypotheses? One group is nastier than the other? Your sampling technique does not seem scientific. Be sure you put down on your thesis that you got your samples from some strangers on the Internet.

Response:

– Hide quoted text — Show quoted text -> GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management > student of St. Scholastica’s College and presently working on my > thesis entitled "A Study on the Relation of National Character Based > on Hofstede’s Cultural Dimensions and Their Complaining Behavior > Toward Unsatisfactory Hotel Services." Your cooperation in answering > this questionnaire will be highly appreciated. Rest assured that > results would be used only for academic purposes. Thank you very much! > P.S. Please visit the website http://www.meetdux.com/msy/default.htm > for the questionnaire. Thanks! > I took the survey – I’ll paraphrase for the benefit of people who haven’t > the time or energy to do it themselves: > SURVEY > Please indicate your nationality: > ____ American ____ Chinese > For each of the following bizarre and/or inconsequential scenarios, > please indicate the steps you would be most likely to take: > A) Take no action > B) Wait until dark, then burn the building down > C) Contact your cousin in the mafia and have the proprietor killed > D) Recite a poem about the tragedy and then burn yourself to death on the > town square > Scenario 1: > You arrive at a hotel and you are deeply disturbed to find that your > pillowcase is white, even though you specifically whispered "a yellow > pillow please" just after hanging up the phone when making your > reservation. This makes you feel uncomfortable and foolish. What are you > likely to do now? > Scenario 2: > You enter your hotel room and turn on the television, and discover that > it is tuned to the news, even though you would have preferred to watch a > sitcom without having to press any buttons on the remote control. This > makes you feel uncomfortable and foolish. What are you likely to do now? > Scenario 3: > You visit the hotel restaurant for dinner and order a steak. The steak > arrives and is quite tasty, however, the person at the table next to you > is reading a copy of "The Corrections" which you found to be a tedious > book. You alert the maitre d’ and he apologizes politely but tells you > there is little that he can do. This makes you feel uncomfortable and > foolish. What are you likely to do now? > Scenario 4: > You stay two extra days in your room and when you receive your bill, you > are alarmed to see that you have been charged for them, making you feel > uncomfortable and foolish. What are you likely to do now? > Scenario 5: > You arrive at the hotel with a live human heart on ice belonging to the > Prime Minister of France. You leave the heart on your room’s balcony, and > when you return from your polo match you are disappointed to see that the > ice has melted in the sun and the heart has taken on a greenish tinge. > You complain to the manager and he says that he is sorry, they do not > have any spare French hearts and suggests that next time you trust the > heart to the on-site infirmary for safekeeping. This makes you feel > uncomfortable and foolish. What are you likely to do now? > Scenario 6: > You arrive at a hotel, only to learn that it has been taken over by > Martians. They transport you to their planet and make you King. You rule > over them with a wise benevolence, but after fifty years they start to > get slack and bring you lukewarm tea. This makes you feel uncomfortable > and foolish. What are you likely to do now? > Thank you for participating in this survey. > miguel > — > Hit The Road! Photos and tales from around the world: http://travel.u.nu > New mini photo-feature: Life in DC: http://travel.u.nu/dc/

That’s a stupid survey.

Response:

- Hide quoted text — Show quoted text ->GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management >student of St. Scholastica’s College and presently working on my >thesis entitled "A Study on the Relation of National Character Based >on Hofstede’s Cultural Dimensions and Their Complaining Behavior >Toward Unsatisfactory Hotel Services." Your cooperation in answering >this questionnaire will be highly appreciated. Rest assured that >results would be used only for academic purposes. Thank you very much! > You’re welcome, but remember that you can’t conclude much from a > voluntary survey on the www. > Oh, and this was the result when I tried to send the completed survey: > Error Occurred While Processing Request > Error Diagnostic Information > An error occurred while evaluating the expression: > #Form.b2# > Error near line 39, column 5. > Error resolving parameter FORM.B2 > The specified form field cannot be found. This problem is very likely > due to the fact that you have misspelled the form field name. > The error occurred while processing an element with a general > identifier of (#Form.b2#), occupying document position (39:4) to > (39:12) in the template file O:Hosted Web > SitesDuxRaymond.Symeetdux_comwwwmsymail.cfm. > Browser: Mozilla/4.0 (compatible; MSIE 5.01; Windows NT 5.0) > Remote Address: 208.59.247.9 > HTTP Referrer: http://www.meetdux.com/msy/default.htm > I won’t take it again, I’m sorry to say. You need to change it to > allow for multiple responses and "Other (specify)." > I would never request a particular color of pillowcases; I would never > count on a wakeup call as the only think that wakes me up, but would > make sure I had an alarm clock or a clock radio with a working alarm > (which I would test beforehand); I would always ask what time checkout > is (someone who checks out at 3 P.M. and complains about being charged > an extra $20 is an idiot); but if I put an item in a safe deposit box > for safe keeping and it was stolen, I’d sue. > Michael

Hello Michael! I’m sorry for the inconvinience. The error has occured because you weren’t able to answer all of the questions, make sure that all the questions are answered. regarding the multiple responses, i’m working on it. thanks for sharing your opinion regarding the website.

Response:

The error happens even when the form is completely filled out. I use the Mozilla browser which should act the same as Netscape 6. Did you test with both Netscape and Explorer? Please look at rec.travel.air for my question re: Hofstede values for China Don’t let some of the comments get you down. One of your scenarios (3pm checkout) is unrealistic but you are trying to compare national responses not judge individual responses. There is no need for multiple responses, if you ask for the "most likely" response.

Response:

> Don’t let some of the comments get you down. One of your scenarios (3pm > checkout) is unrealistic but you are trying to compare national responses > not judge individual responses. There is no need for multiple responses, > if you ask for the "most likely" response.

The problem I had with the survey was that in most of the scenarios the issue was actually the guest’s fault (either because the guest actively did something wrong – as in the case of the late checkout and the stolen $1000 watch – or because the guest was worrying about mind-bogglingly trivial crud – as in the case of the waitress who didn’t know all the daily specials or the desk clerk who didn’t notice the guest trying to check in). Therefore I think this survey will self-select for pompous twits (of a different sort than I’m sure I’ll be accused of being after posting this message); others will find it silly and not complete it. miguel — Hit The Road! Photos and tales from around the world: http://travel.u.nu Latest addition: 80 photos from Guatemala

Response:

No kidding.

– Hide quoted text — Show quoted text -> > GOOD DAY! I am Maribelle Sy, a senior Hotel and Restaurant Management > > student of St. Scholastica’s College and presently working on my > > thesis entitled "A Study on the Relation of National Character Based > > on Hofstede’s Cultural Dimensions and Their Complaining Behavior > > Toward Unsatisfactory Hotel Services." Your cooperation in answering > > this questionnaire will be highly appreciated. Rest assured that > > results would be used only for academic purposes. Thank you very much! > > P.S. Please visit the website http://www.meetdux.com/msy/default.htm > > for the questionnaire. Thanks! > I took the survey – I’ll paraphrase for the benefit of people who haven’t > the time or energy to do it themselves: > SURVEY > Please indicate your nationality: > ____ American ____ Chinese > For each of the following bizarre and/or inconsequential scenarios, > please indicate the steps you would be most likely to take: > A) Take no action > B) Wait until dark, then burn the building down > C) Contact your cousin in the mafia and have the proprietor killed > D) Recite a poem about the tragedy and then burn yourself to death on > the > town square > Scenario 1: > You arrive at a hotel and you are deeply disturbed to find that your > pillowcase is white, even though you specifically whispered "a yellow > pillow please" just after hanging up the phone when making your > reservation. This makes you feel uncomfortable and foolish. What are > you > likely to do now? > Scenario 2: > You enter your hotel room and turn on the television, and discover that > it is tuned to the news, even though you would have preferred to watch > a > sitcom without having to press any buttons on the remote control. This > makes you feel uncomfortable and foolish. What are you likely to do > now? > Scenario 3: > You visit the hotel restaurant for dinner and order a steak. The steak > arrives and is quite tasty, however, the person at the table next to > you > is reading a copy of "The Corrections" which you found to be a tedious > book. You alert the maitre d’ and he apologizes politely but tells you > there is little that he can do. This makes you feel uncomfortable and > foolish. What are you likely to do now? > Scenario 4: > You stay two extra days in your room and when you receive your bill, > you > are alarmed to see that you have been charged for them, making you feel > uncomfortable and foolish. What are you likely to do now? > Scenario 5: > You arrive at the hotel with a live human heart on ice belonging to the > Prime Minister of France. You leave the heart on your room’s balcony, > and > when you return from your polo match you are disappointed to see that > the > ice has melted in the sun and the heart has taken on a greenish tinge. > You complain to the manager and he says that he is sorry, they do not > have any spare French hearts and suggests that next time you trust the > heart to the on-site infirmary for safekeeping. This makes you feel > uncomfortable and foolish. What are you likely to do now? > Scenario 6: > You arrive at a hotel, only to learn that it has been taken over by > Martians. They transport you to their planet and make you King. You > rule > over them with a wise benevolence, but after fifty years they start to > get slack and bring you lukewarm tea. This makes you feel uncomfortable > and foolish. What are you likely to do now? > Thank you for participating in this survey. > miguel > — > Hit The Road! Photos and tales from around the world: http://travel.u.nu > New mini photo-feature: Life in DC: http://travel.u.nu/dc/ > That’s a stupid survey.

Response:

"> – Hide quoted text — Show quoted text -> The problem I had with the survey was that in most of the scenarios the > issue was actually the guest’s fault (either because the guest actively did > something wrong – as in the case of the late checkout and the stolen $1000 > watch – or because the guest was worrying about mind-bogglingly trivial crud > – as in the case of the waitress who didn’t know all the daily specials or > the desk clerk who didn’t notice the guest trying to check in). > Therefore I think this survey will self-select for pompous twits (of a > different sort than I’m sure I’ll be accused of being after posting this > message); others will find it silly and not complete it. > miguel > —

The waitress also handled the silverware in an unsanitary fashion. I’ve left a $1000 item (laptop) in hotel rooms and would not feel I was at fault if someone stole it. I can relate to the hotel check-in scenario, I was recently at a Radisson hotel where the check-in clerk answered 6-8 consecutive phone calls while I was standing in front of her. Not her personal fault, but a fault in hotel management to not split up tasks like that. Yes, I did complain to management. I can see a problem, though. The survey seems as if it could be equally uncovering national differences in characteristics such as tendency to put responsibility on the victim and expectations of hotel service (or pomposity if you prefer) rather than just propensity to complain. It probably should have additional questions such as "how seriously do you view this problem" and "is it your own damn fault?"

Response:

How about Chinese Americans?

Response:

pebbles… – Hide quoted text — Show quoted text -> Don’t let some of the comments get you down. One of your scenarios > (3pm checkout) is unrealistic but you are trying to compare national > responses not judge individual responses. There is no need for > multiple responses, if you ask for the "most likely" response. > The problem I had with the survey was that in most of the scenarios > the issue was actually the guest’s fault (either because the guest > actively did something wrong – as in the case of the late checkout and > the stolen $1000 watch – or because the guest was worrying about > mind-bogglingly trivial crud – as in the case of the waitress who > didn’t know all the daily specials or the desk clerk who didn’t notice > the guest trying to check in). > Therefore I think this survey will self-select for pompous twits (of a > different sort than I’m sure I’ll be accused of being after posting > this message); others will find it silly and not complete it. > miguel

Another problem is that the survey assumes that I will complain about these issues rather than attempting to resolve them in a more positive fashion. For example, I might reprogram the television’s remote control to only be able to select the channel that runs reruns of _Seinfeld_ 24 hours a day. At dinner, I might pull a copy of _The Best Short Stories of O. Henry_ from my briefcase and suggest to my fellow diner that it might be more conducive to good digestion. As far as the /coeur sur la glace/ is concerned, I’d probably just leave it on the balcony. After all, "The madness of an autumn prairie cold front [was] coming through. You could feel it: something terrible was going to happen." Not wanting to pry, but what was I doing with the Prime Minister’s heart in the first place? R

Response:

> Hello Michael! I’m sorry for the inconvinience. The error has >occured because you weren’t able to answer all of the questions

[snip] I don’t think you’re right; I believe I answered all of the questions, even though I thought some of the answers would be misleading. Michael

Response:

>The error happens even when the form is completely filled out. I use the >Mozilla browser which should act the same as Netscape 6. Did you test with >both Netscape and Explorer?

I used IE Michael

Response:

That’s exactly the error I got and my reaction to the survey. – Hide quoted text — Show quoted text – [snip]> >You’re welcome, but remember that you can’t conclude much from a >voluntary survey on the www. >Oh, and this was the result when I tried to send the completed survey: >Error Occurred While Processing Request >Error Diagnostic Information >An error occurred while evaluating the expression:

Response:

I use Internet Explorer 5.5 with Windows 98SE, filled out the damned questionaire twice, and got the same error message twice. It’s a poor job of HTML coding that doesn’t tell you in plain language exactly where the error was. – Hide quoted text — Show quoted text ->The error happens even when the form is completely filled out. I use the >Mozilla browser which should act the same as Netscape 6. Did you test with >both Netscape and Explorer? >Please look at rec.travel.air for my question re: Hofstede values for China >Don’t let some of the comments get you down. One of your scenarios (3pm >checkout) is unrealistic but you are trying to compare national responses >not judge individual responses. There is no need for multiple responses, if >you ask for the "most likely" response.

Response:

For some reasons, I feel that the survey was created by someone from Singapore… – Hide quoted text — Show quoted text -> Don’t let some of the comments get you down. One of your scenarios (3pm > checkout) is unrealistic but you are trying to compare national responses > not judge individual responses. There is no need for multiple responses, > if you ask for the "most likely" response. > The problem I had with the survey was that in most of the scenarios the > issue was actually the guest’s fault (either because the guest actively did > something wrong – as in the case of the late checkout and the stolen $1000 > watch – or because the guest was worrying about mind-bogglingly trivial crud > – as in the case of the waitress who didn’t know all the daily specials or > the desk clerk who didn’t notice the guest trying to check in). > Therefore I think this survey will self-select for pompous twits (of a > different sort than I’m sure I’ll be accused of being after posting this > message); others will find it silly and not complete it. > miguel

Response:

> I use Internet Explorer 5.5 with Windows 98SE, filled out the damned > questionaire twice, and got the same error message twice. It’s a > poor job of HTML coding that doesn’t tell you in plain language > exactly where the error was.

I had to check it out, out of curiosity I noticed that when I clicked on an answer, it erased the previous answer. I remedied this by completing the survey from the bottom up. FWIW. Kim

Response:

>> The problem I had with the survey was that in most of the scenarios the > issue was actually the guest’s fault (either because the guest actively > did something wrong – as in the case of the late checkout and the stolen > $1000 watch – or because the guest was worrying about mind-bogglingly > trivial crud – as in the case of the waitress who didn’t know all the > daily specials or the desk clerk who didn’t notice the guest trying to > check in). > Therefore I think this survey will self-select for pompous twits (of a > different sort than I’m sure I’ll be accused of being after posting this > message); others will find it silly and not complete it. > The waitress also handled the silverware in an unsanitary fashion.

I hope you don’t think that your eating irons are sterilized and then conveyed to your table on the wings of angels. They’re touched by all sorts of people, including the grubby people unloading the dishwasher. The waitress is the least of your worries. > I’ve left a $1000 item (laptop) in hotel rooms and would not feel I was at > fault if someone stole it.

No, but you could have done things to make it less likely. For instance, I always lock my laptop to something immobile (a simple, lightweight steel cable works great) or put it in the safe. > I can relate to the hotel check-in scenario, I was recently at a Radisson > hotel where the check-in clerk answered 6-8 consecutive phone calls while > I was standing in front of her. Not her personal fault, but a fault in > hotel management to not split up tasks like that. Yes, I did complain to > management.

Difference in style, I guess. Not in ten thousand years could I see myself complaining about something like that. Sometimes people are busy. I’m busy myself sometimes. We all survive. > I can see a problem, though. The survey seems as if it could be equally > uncovering national differences in characteristics such as tendency to put > responsibility on the victim and expectations of hotel service (or > pomposity if you prefer) rather than just propensity to complain. It > probably should have additional questions such as "how seriously do you > view this problem" and "is it your own damn fault?"

I’d be fascinated to see what the hypothesis actually is. miguel — Hit The Road! Photos and tales from around the world: http://travel.u.nu Latest addition: 80 photos from Guatemala

Response:

> Scenario 6: > You arrive at a hotel, only to learn that it has been taken over by > Martians. They transport you to their planet and make you King. You rule > over them with a wise benevolence, but after fifty years they start to > get slack and bring you lukewarm tea. This makes you feel uncomfortable > and foolish. What are you likely to do now?

*splorf* You really need to put a warning on something like this, Miguel. Now I have to wipe my morning espresso off my monitor and keyboad. > Thank you for participating in this survey.

Thank you for the wonderful parody. (Surely it *is* a parody, isn’t it….?) >miguel

C. who often feels uncomfortable and foolish, but has gotten used to it — Unit #02582: Endangered Old-Growth Redwood Toothpick Artisans, LLC [TINEO-GRTALLC]

Response:

> > Scenario 6: > You arrive at a hotel, only to learn that it has been taken over by > Martians. They transport you to their planet and make you King. You rule > over them with a wise benevolence, but after fifty years they start to > get slack and bring you lukewarm tea. This makes you feel uncomfortable > and foolish. What are you likely to do now? > *splorf* You really need to put a warning on something like this, > Miguel. Now I have to wipe my morning espresso off my monitor and > keyboad.

Actually, it sounds like a story JF would tell…!!!! — Best Greg

Response:

> Difference in style, I guess. Not in ten thousand years could I see myself > complaining about something like that. Sometimes people are busy. I’m busy > myself sometimes. We all survive.

OK, I’ll sign a non-aggression pact and we don’t have to convince each other we’re right. It’s not just going to be a difference in personal style, there are going to be national cultural differences too. The view of whether something is trivial or the guests fault is likely to be very culturally dependent. I can’t say I know Chinese culture well, but I know that a Japanese hotel who caused a guest to miss a flight would take total responsibility and not put blame on the customer. That’s what makes the survey interesting

Visit China