Yatai Hotel Furniture – After-Sales Service

Yatai upholds service standards that go beyond industry requirements, delivering full lifecycle support for every piece of hotel furniture—from initial delivery to eventual decommissioning. We understand that your operations cannot afford disruption, which is why we remain always available, ready to respond at a moment’s notice.

Service Commitment Framework

Yatai has established a service framework comprising a “Five-Year Triple Guarantee, Ten-Year Free Repair, and Lifetime Free Maintenance,” ensuring dependable protection throughout the entire lifecycle of every piece of hotel furniture.

1. Five-Year Triple Guarantee: Within five years from the date of acceptance, any product quality issues are covered by our return, exchange, and repair guarantees.

•Return: If serious quality issues are discovered upon acceptance, we offer unconditional return or replacement.

•Exchange: If a product malfunctions under normal use and cannot be repaired, a replacement plan is confirmed within 48 hours, and production is initiated.

•Repair: For faults caused by product quality issues within five years, no labor or material costs are charged. For damage resulting from improper use, only material costs are incurred.

2. Ten-Year Free Repair: Within ten years from the date of acceptance, any faults caused by product quality issues are repaired with no labor charges—only the cost of replacement parts. Ten years represents a full lifecycle for hotel furniture, and Yatai’s confidence in its quality enables us to make this commitment.

3. Lifetime Free Maintenance: From the date of acceptance, Yatai provides lifetime free maintenance for all hotel furniture. This service is performed by Yatai’s professional service staff and includes:

•Pre-Maintenance Professional Cleaning: Cleaning furniture surfaces to prepare for maintenance.

•Hardware Adjustment: Inspecting and adjusting hinges, slides, handles, and other hardware.

•Tightening: Inspecting and tightening all connection points.

•Lubrication: Professionally lubricating all moving parts.

Through these professional maintenance procedures, we ensure that furniture remains in optimal working condition. If replacement parts are needed, only the cost of the parts is charged.

4. Beyond Ten Years: After the ten-year warranty period, in addition to lifetime free maintenance, Yatai continues to offer paid repair and technical consultation services. Fees are determined based on the specific circumstances.

Emergency Response Mechanism

Yatai has established a rapid response mechanism of “1-hour response, 4-hour action, 24-hour resolution” to ensure timely handling of client issues:

•1-Hour Response: Within one hour of receiving client feedback, a dedicated contact is assigned to respond.

•4-Hour Action: In urgent situations, a problem-solving process is initiated within four hours—whether through remote diagnosis, coordination of local resources, or dispatching service personnel—ensuring that the client’s issue enters the substantive resolution phase.

•24-Hour Resolution: General issues are resolved within 24 hours. For complex issues, a written explanation is provided along with a clear resolution timeline. If repair is not possible within two days, a similar product or temporary replacement is provided to ensure hotel operations remain unaffected.

The company maintains a dedicated warehouse for spare parts and consumable components to ensure rapid after-sales response. Leveraging our strong custom production capabilities, we can efficiently manage the entire process of replacement part production, delivery, installation, and repair.

Full Lifecycle Service

1. Standardized Installation and Delivery:

•Precisely coordinate personnel and vehicles to ensure timely arrival.

•Conduct thorough cleaning after installation and maintain a clean site.

•Perform rigorous self-inspections before delivery to ensure flawless product condition.

2. Institutionalized Regular Follow-Up:

•First follow-up visit within one month after acceptance.

•Subsequent semi-annual on-site follow-up visits.

•Annual customer satisfaction surveys to continuously optimize service.

3. Digitalized Customer Records:

Establish dedicated service records for each hotel, documenting product information, installation records, and repair history, enabling fully traceable service and rapid response to needs.

4. Value-Added Services:

•Provide furniture disassembly and reassembly services by original factory personnel during client relocation, ensuring no damage.

•Offer furniture refurbishment and partial modification services based on client needs, giving old furniture a new lease on life.

•Maintain a stock of commonly needed spare parts for long-term partner hotels, allowing quick handling of issues by on-site staff when needed.

Service Assurance System

Yatai has a professional customer service team operating in strict accordance with the ISO9001 Quality Management System, ensuring standardized and regulated service processes. Team members are not only knowledgeable about technology and products but also understand hotel operations and client communication. At Yatai, every service professional understands that they represent not just themselves, but the Yatai brand—and that every service interaction is an opportunity to build long-term trust with our clients.

Through our strong production capabilities, exceptional quality, and continuously improving after-sales service, Yatai has become a designated supplier and long-term partner for numerous renowned hotels both domestically and internationally, including Hilton, Marriott, Wyndham, and Sheraton. We understand that the proper functioning of hotel furniture directly impacts your operational efficiency and guest experience. Therefore, Yatai is not just a product provider, but your reliable long-term service partner.

Service Commitment

Yatai solemnly commits to the following:

•All products are covered by the “Five-Year Triple Guarantee, Ten-Year Free Repair, and Lifetime Free Maintenance” under normal use.

•If contract requirements are not met due to product quality issues, we unconditionally accept the contractually agreed deductions.

•If major quality issues affect normal use, we unconditionally initiate the replacement process, prioritizing production to achieve the fastest possible delivery.

•Provide comprehensive cleaning services after project installation.

•Offer furniture refurbishment, disassembly and reassembly, and partial modification services based on client needs.

•After the ten-year warranty period, Yatai continues to provide lifetime free maintenance services (including pre-maintenance professional cleaning, adjustment, tightening, lubrication, etc.). Only the cost of replacement parts is charged.

•Establish dedicated client records, ensuring fully traceable service and rapid response to needs.

•Strictly adhere to the service commitment of “1-hour response, 4-hour action, 24-hour resolution.” 

Created by Yatai, accompanied by our service. We deliver more than just products; we strive to become a trusted long-term partner.