Not too long ago I had a very bad experience with a hotel (I’m not elaborating at this point as I’m waiting for the hotel’s response). It wasn’t a bad service delivery or “my room smelled like smoke” problem; it was perhaps the most disgusting situation I’ve had in 30 years of travel which is saying a lot.
When I notified the night manager his first response was, “Tell you what: how about I split the cost of the room?” It was kind of like offering Mrs. Lincoln her money back for one of the two tickets to the play that night. His response, like my experience, was probably the stupidest I’ve heard from someone in the hospitality industry.
The next morning I spoke to the front desk manager who was quite horrified. She said she’d have an incident report done. I asked to speak to the manager before I left.
That was the last time anyone at the hotel communicated with me.
I’m as appalled by the lack of follow-up as I am by the triggering event. This was a serious offense that jeopardized not just my well being but potentially my health.
Yet nobody at the hotel followed up to apologize or explain? To tell me what actions had been taken?
The key to overcoming service failure, client disasters or other problems is to be a fast responder. Quick action demonstrates concern and care; a lack thereof communicates indifference.
I’ve communicated with the hotel’s corporate office via email and am more than interested if and how they’ll follow up.
I’ve been loving these blog-life coaching thoughts Mark. Thanks and Aloha!!
Rod