News for the Hospitality Executive |
What to Do When Things Go Wrong in a Hotel
By Daniel Edward Craig , February 5, 2010
[email protected] People often corner me at social functions to tell me about a problem they�ve had in a hotel. It doesn�t matter if I�ve never worked for the hotel or the incident occurred seventeen years ago; apparently, it�s my duty to listen. Sometimes I get the impression they think I�m somehow to blame. I don�t mind, though. Bad service stories are fascinating. But often, as I hear the teller describe how the entire hotel staff conspired to ruin her stay, I see a different side. I see employees trying to help, and I see guests getting in the way. And I can�t help but think that if travelers had a bit more insight into how hotels worked, they�d have more time to enjoy their trips. And I�d have more fun at cocktail parties. To that end, I thought I�d share a few insider tips on what to do when things go wrong in a hotel. Should you complain? Probably. Hotels need to know if you�re dissatisfied; it gives us a chance to turn things around for you and to fix things for future guests. But if you set expectations the hotel can�t meet, such as a harbor view in a prairie hotel, resist the temptation to shift the blame. The best way to avoid unpleasant surprises is to check out online reviews before you book. They�ll give you the real story, warts and all.Bad things happen, even at the best hotels. The true test lies in how staff members respond. If an issue is expertly handled, a little praise goes a long way. At times it may seem otherwise, but we�re in this business because we love to please. Enjoy your stay.
Daniel Edward Craig is a hotel consultant and the author of the hotel-based Five-Star Mystery series. He is the former vice president and general manager of Opus Hotels in Vancouver and Montreal and its current blogger-at-large. For more information visit www.danieledwardcraig.com or email [email protected]. |
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Also See: | Why Everyone Gets a Hotel Room Upgrade... But You / Daniel Edward Craig / April 2008 |
Are You Hoping Guests Won't Notice the Jack-hammering in the Lobby? A Case Study for Hotels/ Daniel Edward Craig / May 2009 | |
Don't Eat in Bed: Tips for Making the Most of Room Service, the Costliest Way to Enjoy a Meal / Daniel Craig / February 2009 |
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