Hotel Tips
Customer service issues
Speak with the front desk, explain the problem and ask for it to be fixed.
If you can think of a satisfactory solution to the problem, suggest it to
whoever is working with you.
Allow for a reasonable response time considering
the nature of the problem. Don’t play the "big shot" game unless you are one.
"Do you know who I am and how often I stay with your Hotel?" might be greeted
by yes, once over the last two years.
Computers are doing a wonderful job
keeping track of customers and they may have your information right in front
of them. If you try to fake them out by acting like a big shot, they might
just think you are tying to get something for nothing and doubt your whole
story. You are their customer and that is enough to demand good service.
Remain
calm and keep it business like. Don’t make it a personal attack against the
person who is trying to help you. The person is human and your professionalism
will bring you better results than unleashing your anger.
If you don’t feel
the person whom you are dealing with is helpful, ask to see a supervisor.
Calmly explain your situation to the supervisor and allow them to fix the
problem.
If you have gone up the local chain of command and are still unhappy,
contact the Hotel’s customer service department.
What information should I have if I need to contact the Hotel’s
customer service department?
Write soon after the incident, while the information is fresh and you are
still within any time limits.
Include as much specific information as possible
when describing the problem.
The date, location and time of the incident.
Your name, reservation or confirmation number.
Keep the originals, but include
copies of any relevant paperwork.
Name, title, employee number or physical
description of those you dealt with if you have them.
A description of the
actions taken by those involved.
If you doubt that you were treated according
to proper company policies or feel those policies don’t provide for proper
customer service; question the customer service department about your treatment.
Include the effect this problem will have on your past and future impressions
of the company. But, don’t baselessly threaten "In any case, I’ll never use
you again", they might just write you off and leave you unsatisfied.
If you
can think of a satisfactory solution to your problem, suggest it to the customer
service department to give them a chance to win back your business.
Include
your name, address and a telephone number where they can reach you with their
response.
