Shangri-La the Fort Manila learned a hard lesson in customer engagement after they showed a lack of compassion toward stray cats in their area.
What made matters worse for them from a public relations point-of-view was that they flubbed their initial communications about their cat control program.
Cat lovers all over the country were dismayed to learn that a group of strays in the area—the “BGC cats”—that were cared for by the Bonifacio Global City community disappeared from their regular haunts the night of Feb. 13.
In a Feb. 15 meeting with Cara Welfare Philippines, an animal welfare non-profit, the hotel admitted that they hired a company called Pestbusters to “relocate 11 cats that had been wandering in and out of their premises,” according to Shang’s official statement.
It wasn’t until a massive public outcry on social media, that included netizens making one-star reviews of Shangri-La The Fort on Facebook, that the hotel revealed the alleged relocation area of the cats. Cara launched a hunt for the cats, but so far they are unsuccessful in finding any of them.
Shang also said that 12 of the cats were adopted by hotel personnel, but up to now they haven’t shown pictures that this is indeed the case.
The fate of the cats is uncertain, and we have only the hotel’s word for it that they were indeed “relocated” and rehomed.
What made the public even angrier was that when the issue broke, the hotel’s statements sidestepped the matter. Fellow journalists told me they tried to contact Shang’s corporate communication group but they were ignored.
Finally, Shangri-La The Fort’s general manager John Rice apologized in a statement posted to their Facebook page yesterday, saying that they are “truly and deeply sorry for the current situation regarding the cats of BGC.”
Animal abuse is punishable under the Animal Welfare Act of 1998 (Republic Act 8485). Animals should be treated with compassion because it is the right thing to do. This is where where Shangri-La The Fort fell short in this instance. They might have seen the cats as pests ruining their business, perhaps by annoying customers, being underfoot and in the way, or spraying pee. I don’t know what they had against the cats aside from that they were straying into hotel premises.
But what Shangri-La The Fort did not realize then, but I hope they do now, is that compassion and concern for other people, animals, and the environment is good for business. Good practices attract customers. Bad practices turn off or even offend customers and potential customers.
Here’s another thing—animals are important and contribute to man’s survival on earth. Not only as part of the ecosystem, but as beings that can form relationships with people. Witness the strong bond between animal lovers and and their pets. And the cats of BGC are pretty special—they’ve saved at least one person from committing suicide.
A post from two days ago at the Cats of BGC Facebook page (@bgccatsph) tells the story of someone who wanted to end it all on Nov. 5 last year. In the throes of depression, this student went to the BGC area to enjoy one last day.
While there, first one, then two, then a swarm of cats surrounded the student, rubbing their furry bodies against their legs. For the first time in six months the student smiled and felt a bit better, but still they stuck to their grim decision.
Returning the next day to look for the same cats, the student found another batch of cats but these also approached with the same friendliness. That finally lifted the dark veil.
“Yung pag-rub ng katawan nila sa legs ko yung nagpaduda sa desisyon kong tapusin na ang lahat,” said the student. “Yung mga pusa ang nagbukas ng mata ko na there are creatures or people out there who wants to appreciate someone even if they are flawed. Kaya eto ako, grateful sa mga pusa ng BGC sa 2nd chance na binigay nila sa akin.”
Now that’s one more reason among many to nurture the BGC cats colony.
Among Buddhism’s Four Immeasurables are loving-kindness and compassion. The first wishes that all sentient beings [creatures with consciousness, that can suffer and feel pain] without exception, be happy; the second, that all sentient beings be free from suffering.
How we treat animals is a reflection of what kind of people we are.
Dr. Ortuoste is a writer and communication consultant. FB: @DrJennyO, Twitter: @jennyortuoste