News for the Hospitality Executive
What to Do When Things Go Wrong in a Hotel
|By Daniel Edward Craig , February 5, 2010
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@example.com.
Daniel Edward Craig
|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|