The prosecution:- Nice hotel near Number 15 Restaurant on the outskirts of Newquay. Friendly welcome... but obviously times were hard - they were offering extra 40% discount for any friends who book in the coming low season - pretty good, eh! The nice manageress made a lovely sales pitch 'asking for the business'... all good stuff! I was ready to tell the whole world about them. Times were hard... but here, it seemed, was a business making the effort...
- The next morning: 06.55am the ventilation/extract fan etc outside our bedroom window kicks off and roars into action. It is so loud it wakes us both up with a jolt.
- I call reception and explain the situation and the sweet person at reception was very understanding "You are not the first person to mention it... so sorry... and can you come to reception when you are ready and mention the problem and we will be able to sort something out with the bill." Excellent. Some kind of a result.
- Neither of us can get back to sleep as the noise gets progressively louder. I ask myself why I have to resort to turning on the radio/TV to drown out the noise of the fan... so we resign ourselves to getting up.
- On departure we go to reception as requested and mention the problem. The reply was, "It's the ventilation system and we have to have it on or we can't open the kitchen for breakfast" followed by "Why should we do something on the bill - you got a good price already" and similar stuff. I pointed out that I was simply repeating what the earlier receptionist had said, but to no avail. As tension increased the manageress who had watched all this shrugged her shoulders to receptionist who again repeated that "There is nothing we can do..., the ventilation has to go on..." I appealed to her one more time pointing out that I now felt foolish and loathe to recommend her hotel to my many friends who would follow me to Number 15 but zero response.
Instead the receptionist made me feel as if I had been lying about the offered discount.
- So who's problem is this, mine or theirs?
- Why do I get so upset that they can't be bothered?
- Should I name and shame the hotel? (PS I have sent them a copy of this blog entry. I wonder if I will get a reply?)
- How many chances should I give them, or am I simply in the wrong to expect a quiet night's sleep and for a hotel to deliver on its promise???
I am afraid that even with the 40% discount, I will not be recommending them. So, shall I tell you who it was?
RELEVANT LINKS
Customer Is King - the book
Previous posting on Ritz Carlton
Exceeding Customer Expectations - A Seven Point Plan - Are customers really in charge when it comes to dealing with organisations. Here is a seven-point plan to make sure the customer is 'king' (Customer Management, July/August 2006)
5 comments:
1. Unfortunately, with the clear absence of leadership, responsibility, knoweledge of how to run a service business, always conduct business with them as if you are going to have to go to court. This is the same whether you are supplier or customer - manage the outcome yourself, never leave things to chance, includng verbal agreements.
2. It was 06:55am, and one can assume, unless it was a weekend day, that you used the room successfully for at least 7 hours. Hard to prove you've been outdone, when they've only charged 60% of the room rate.
3. You ought to have asked the receptionist on the phone at 6:56am, what she meant by "sort something out."
4. If they still wouldn't see the sense in reaching an agreement with you, you ought to have reiterated that you were 'both' awoken with a 'jolt' and hence you were frightened as to what dangers awaited you.....!
5. If still had no agreement of further reduction, you should have informed them that you have no further time, and that you will pay under dispute and will strongly legal action to recover said sum.
6. If they still saw no reason to negotiate, you should then have ensured that you then paid them with a credit card, especially Amex, as they are very good at retrospective negotiations on one's behalf, then signed your bill and credit card slip 'PAID UNDER DURESS.'
7. Upon returning home, you should then send them a letter, reiterating the complaint and your scare, requesting this time, a FULL refund, giving them 14 days to do so.
8. On day 14, still no joy? Report the serious complaint to whoever issues their status, AA, RAC, Tourist Board, Chamber of Commerce etc.
9. A the same time, pop to the County Court and issue proceedings for the complaint against them, citing and factoring costs as well. This can be as cheap as a tenner to do, and will yield certain result.
10. At the same time report them to your Credit Card company for being forced into paying for something you weren't happy about.
This hotel needs to be prevented from being so careless with it;s guests. If this is the sum attitude of the staff, one can guarantee that it comes from the owners attitudes. It sounds a little long winded, but it's actually only a couple of hours work, and takes up the principle, while ensuring they are made aware that they are part of what is wrong with Britain today. I've taken care of this type of hotel before, using the methods I quote, they always lose. I see it that I'm giving them some free training, and saving future guests from the same fate.
Is the hotel owned by Ryannair perchance?
Excellent response, Rumpole - a lawyer per chance?
I sent an email to the hotel this afternoon and am still waiting for a reply some eight hours later...
Imagine a world where everyone followed through in the way you suggest... a customer service heaven!?
Robert
and so we'll strike Cornwall off the list!
1. Unfortunately, with the clear absence of leadership, responsibility, knoweledge of how to run a service business, always conduct business with them as if you are going to have to go to court. This is the same whether you are supplier or customer - manage the outcome yourself, never leave things to chance, includng verbal agreements.
2. It was 06:55am, and one can assume, unless it was a weekend day, that you used the room successfully for at least 7 hours. Hard to prove you've been outdone, when they've only charged 60% of the room rate.
3. You ought to have asked the receptionist on the phone at 6:56am, what she meant by "sort something out."
4. If they still wouldn't see the sense in reaching an agreement with you, you ought to have reiterated that you were 'both' awoken with a 'jolt' and hence you were frightened as to what dangers awaited you.....!
5. If still had no agreement of further reduction, you should have informed them that you have no further time, and that you will pay under dispute and will strongly legal action to recover said sum.
6. If they still saw no reason to negotiate, you should then have ensured that you then paid them with a credit card, especially Amex, as they are very good at retrospective negotiations on one's behalf, then signed your bill and credit card slip 'PAID UNDER DURESS.'
7. Upon returning home, you should then send them a letter, reiterating the complaint and your scare, requesting this time, a FULL refund, giving them 14 days to do so.
8. On day 14, still no joy? Report the serious complaint to whoever issues their status, AA, RAC, Tourist Board, Chamber of Commerce etc.
9. A the same time, pop to the County Court and issue proceedings for the complaint against them, citing and factoring costs as well. This can be as cheap as a tenner to do, and will yield certain result.
10. At the same time report them to your Credit Card company for being forced into paying for something you weren't happy about.
This hotel needs to be prevented from being so careless with it;s guests. If this is the sum attitude of the staff, one can guarantee that it comes from the owners attitudes. It sounds a little long winded, but it's actually only a couple of hours work, and takes up the principle, while ensuring they are made aware that they are part of what is wrong with Britain today. I've taken care of this type of hotel before, using the methods I quote, they always lose. I see it that I'm giving them some free training, and saving future guests from the same fate.
Is the hotel owned by Ryannair perchance?
total digrace
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