Parkroyal Pickering's GM addresses turning away same sex couple's request with detailed statement

Parkroyal Collection Pickering’s GM Phil Smith has stepped up to offer a full statement, after the hotel was dragged into the spotlight for turning down a same sex couple looking to host their wedding celebrations.

In a statement to the media, Smith started off by “extending its sincere apology” for causing this disappointment to both the couple, and the community as a whole. The statement added that Parkroyal Collection Pickering has always been open to hosting all events from the LGBTQ+ community and this has always been the stance of the hotel. As such, when information around the email exchange emerged, Smith explained that the team immediately investigated the matter as it was not in keeping with the hotel’s position.

“We found that the associate who had replied had made a truly regrettable mistake, with a wrongful assumption of the law, and replied without checking on this with the department leader,” read the statement from Smith. He added that the hotel has since spoken to the associate and impressed the error in the associate’s assumption and approach.

“The associate feels very remorseful for this error and understands the upset it has caused for the couple, whose special day was impacted,” Smith added.

Smith also noted that while the hotel has always been diligent in this matter, “more could have been done better to ensure the team’s understanding of the regulations and Parkroyal Pickering’s ongoing commitment to inclusivity”.

“This is especially important for my team that oversees all celebrations, events and weddings over the years,” he said. Smith also shared that the couple has since accepted the apology, however have declined to now hold the event with the hotel – which he said “is very understandable”.

“We have since reiterated to our entire team our position and ensure they understand our shared value of inclusivity as we welcome all celebrations,” he added.

When asked by MARKETING-INTERACTIVE if any additional steps are taken to avoid a similar mishap in the future, Smith added, “As additional steps, the hotel is reiterating to all staff about its commitment to diversity and equality, ensuring they understand that the hotel has always and will continue to welcome all celebrations.”

In addition to this, the hotel executive committee has also taken action with their respective teams to remind and emphasise the importance of its positioning, Smith explained.

The incident occurred shortly after the Pink Dot celebrations this year. An email exchange, posted on the Instagram channel of Proutapp, a safe meet-up and support platform for the LGBTQ+ community, showed that the hotel declined to host the same-sex wedding celebration because of regulations. The hotel also swiftly took to social media to share a post apologising for the incident.

Meanwhile, Proutapp also called out the business for claiming to be inclusive to the LGBTQ+ community, but not walking the talk.

“This is particularly disappointing as many within our LGBTQ community regularly book out the hotel rooms at this particular hotel with vertical greenery, and the hotel clearly has no issue capitalising on the annual pride event held at Hong Lim Park, with Pink Dot goers booking out their rooms or their pink dollar. This serves as a PAINFUL reminder that there are many businesses that may claim to be inclusive to the LGBTQ+ community but may not actually do so in their everyday practice,” it added.

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