一边道歉一边点赞的“戏精”万豪国际集团 总裁致歉信
近日，全球首屈一指的酒店集团——万豪国际集团在发给其中国会员的活动邮件中，竟然将港澳台地区和西藏都列为了“国家”！尽管很快万豪中国便做出道歉回应：万豪国际中文、英文官网已更正修改，APP也完成更新。
然而，在这期间，万豪官方推特账号“万豪礼赏”却给一个名为“西藏之友”发的充满挑衅意味的推文点了个赞！当这一行径再次被揭发后，万豪官方又来道歉了，表示系个别员工过失…
https://v.qq.com/txp/iframe/player.html?vid=k1331ozpfp3&width=500&height=375&auto=0
Statement from Arne Sorenson, President and CEO, Marriott International, Inc.
万豪国际集团总裁兼首席执行官苏安励(Arne Sorenson)先生的致歉信
Marriott International respects and supports the sovereignty and territorial integrity of China. Unfortunately, twice this week, we had incidents that suggested the opposite: First, by incorrectly labelling certain regions within China, including Tibet, as countries in a drop-down menu on a survey we sent out to our loyalty members; and second, in the careless “like” by an associate of a tweet that incorrectly suggested our support of this position.
万豪国际一贯尊重并支持中国的主权及领土完整。遗憾的是,本周内我们的工作出现了两次与此理念背道而驰的错误。首先,在会员调查问卷中,我们错误地将西藏等中国领土列为了国家选项。其次,由于个别员工的过失,我们的官方账号错误地点赞了支持..的推文,误导了公众。
Nothing could be further from the truth: we don't support anyone who subverts[1] the sovereignty and territorial integrity of China and we do not intend in any way to encourage or incite any such people or groups. We recognize the severity of the situation and sincerely apologize.
事实上,我们的立场坚定明确:我们绝不支持任何蓄意颠覆中国主权及领土完整的行为,我们也绝不会以任何形式鼓舞或煽动这类组织或个人我们深刻意识到事态的严重性,并再次为伤害了中国人民的感情而诚恳致歉。
[1]subvert：to try to destroy or damage something, especially an established political system 破坏，动摇，颠覆（尤指已有的政治体系）
The rebel army is attempting to subvert the government.
叛军试图推翻政府。
In the aftermath of these two events, here's what we have done. As soon as we became aware of the issue with the survey, we worked to take it down and make the necessary corrections. We also reviewed the other areas on our websites and apps where this type of functionality might exist to make sure the labeling is correct. In China, at the request of the Government, we have taken down our Chinese websites and apps to conduct a full review and audit. We also quickly un-“liked” the tweet on our official channel and posted a statement of apology on Twitter.
针对上述事件,我们将积极整改,目前已经采取了以下行动。问卷错误一经发现,我们立刻终止了该项目并做了相关修正。同时,我们已对万豪集团官方网站及App上的内容进行自检,以确保相关信息准确无误。在中国,与相关政府部门沟通后,我们积极配合工作,已将中文版网站和App关闭,以进行彻底的内部审查。此外,我们已及时撤销了对上述推文的错误点赞,并立即发布道歉声明。
Upon completion of a full investigation into how both incidents happened, we will be taking the necessary disciplinary action with respect to the individuals involved, which could include termination, changing our approval and review procedures for online content, reviewing our customer feedback channels, and enhancing training to ensure these situations don't happen again. We are also working closely and co-operating with the relevant Government authorities in China.
在对上述事件全面调查结束并了解内部原因后,我们将全面整改,包括对涉事个人及第三方釆取必要的措施、改善网络信息审批流程、重新审视客户反馈机制、加强中国法律法规的培训以杜绝类似事件的发生。万豪国际集团将继续积极配合政府的调查工作。
在后续处理过程中,我们将做到公开透明,并保证及时向公众公开调查结果、解决方案以及90天行动小结。
As a company, we take very seriously the privilege and opportunity we have to serve guests in countries around the world – and particularly in China, a market we have been in for over 30 years. We also take responsibility when we make mistakes. We will learn from this experience, make changes to ensure errors like this don't happen again, and continue to focus on making sure our Chinese guests feel respected and have wonderful experiences as we have the privilege of serving them in our hotels in China and around the globe.
在万豪国际,我们非常珍视服务全球客人的机会,感谢过去三十多年中国客户的信任和支持。对于工作错误,我们直面事实,承担责任。我们将以此为鉴,积极整改,杜绝此类事件发生。同时,我们将不断致力于在中国以及全球各地为中国顾客带来更好的服务和体验。