Poor service to one group of guests
could be costing you with them ALL!
I do not shop as intelligently as I could. I often sacrifice savings for convenience as I am usually in a hurry. This past weekend however, my wife booked us into a very nice hotel using Priceline, saving us about 20%.
After we checked in around 3:30pm, we entered our room and found ourselves face-to-face with two men standing right outside our window and staring at us! I have never stayed in a room at ground level on a busy street! The room was noisy and stunk of cigarette smoke.
My wife immediately went back to the front desk to seek a room change. With a quick scan of their computer, the front desk clerk curtly told her that, “there was absolutely nothing he could do.” They were sold out and not prepared to switch our room – even though most of the bookings had yet to check in.
I then went in hot pursuit of the manager on duty. After explaining that we were contemplating leaving the hotel – in the rain – to search for different accommodation, he agreed to have another look. He logged in and immediately identified “the problem”. The room had been booked on Priceline and the hotel was sold out. He continued to confirm that many of the rooms were still vacant, but that MY ROOM “would simply not be suitable for regular guests!” Needless to say I was FLOORED.
I offered to upgrade, to pay ANYTHING to make my wife feel SAFE & COMFORTABLE. In a very condescending tone, he declared that it was too late. This made a bad situation even worse.
I have spent my life working in the service industry. It has NEVER occurred to me to treat a person in accordance with the price tag of their purchase.
Don’t get me wrong – I have never bought an economy airline seat and expected to sit in business class, but I have also never bought an ecomony seat and been expected to fly in cargo!
As more and more businesses are relying on discount websites and offers from the likes of Groupon or Living Social to fill up their venues, we should NEVER lose sight of the fact that WORD OF MOUTH continues to be the factor that can make or break a business.
My first – and likely ONLY – impression of that particular hotel group is the substandard room and denigrating service. People never remember how much they paid, but they ALWAYS remember how they were made to feel!
Tired but inspired!,