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.
Talk to someone who can fix the problem. Yes, it feels good to
unload on friends, colleagues and random strangers, but repetition heightens
feelings of victimization, and chances are they�re not listening anyway.
If the issue is minor, speak to the front desk. If it�s significant, ask
for the duty manager. If tears and family heirlooms are involved, contact
the general manager. If there�s blood, call 911.
No more drama. Hotels will go to great lengths to appease guests,
but it�s kind of hard if you�re throwing furniture or lunging at our throat.
Ladies are discouraged from standing sullenly aside while their husband
complains, uttering little huffs to convey feelings about their husband
(wimp) and the manager (moron). Gentlemen, no need to inform us of your
net worth, shoe size or number of Twitter followers. By virtue of being
dissatisfied, you�re important enough.
The maid didn�t steal your tiara. Hotel managers receive frequent
calls from frantic guests who have misplaced a valuable item and immediately
blame the nearest employee. Invariably, the item turns up. When a guest
accused one of my staff members of stealing her iPod, I ran a key report
and viewed security camera footage, then called her back to ask if she
had checked with the stream of visitors to her room late that night. I
didn�t hear back. Store your valuables in the safe.
An eye for an eye. In today�s economy, hotels aren�t particularly
enthusiastic about doling out freebies if we�re not at fault. If we messed
up, however, the matter should be resolved to your satisfaction. If you
feel you deserve compensation, be candid�otherwise you might get a fruit
basket. But be reasonable. If you want a large cash payout, you�d better
be missing a limb. If you invent or exaggerate a story to get free stuff,
you might get it, but you�ll probably end up in hell.
Complain up. If the issue arises after checkout, send an email
to the manager, who can copy it to other departments and, theoretically
at least, resolve the matter quickly. If you�re not satisfied, forward
the message to hotel ownership or the management company; these individuals
loathe complaints and will get to the bottom of things fast. You can also
dispute erroneous charges with your credit card company.
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]. |