A Tale of Two Hotel Experiences
May 11, 2017 9:05am
By Katie Scheer
In the last two months we had two very different hotel experiences in two different beach towns. The impressions that were left with us are so contrasting. I have now truly realized how my overall happiness, like many of today's travelers, is driven by the experience rather than the money I spend or save. There is much for every business to learn from this, which I will summarize after you first read the snapshots of our two hotel stays...
#1- Less is Definitely Not More
Construction blocked the easiest arrival to the porte cochere, but we found our way to the entrance where the valet attendants were attending to other guests. Once in the lobby, we waited in a small line for check-in. The associate was plenty pleasant, but certainly did not go out of her way to make any "small talk" or to offer any suggestions for things to do on-site or in the local area. The hotel room, at a price of $249/night, was mediocre at best. The appointments were outdated, carpet had stains, and the private balcony's furniture and deck were covered in bird droppings and small pieces of trash from a previous guest. Throughout the stay, the hotel's associates offered okay customer service, but nothing memorable. When attempting to dine for breakfast at their restaurant on two mornings, the wait was over 30 minutes. When ready to enjoy a cocktail at happy hour, the bartender told us that the bar would open in 5 minutes (which was 5 minutes late). On the morning of check-out, the bill with the room charges was inaccurate. Our efforts to get these corrected were frustrating.
#2- High ROI
Upon arrival, we found parking right in front of the main registration building for "arriving guests." Once inside, we were enthusiastically welcomed, offered a cold beverage and cookies, and warmly spoken to about our travels and vacation plans. The guest room, at a rate of $379/night, was impeccable and immediately gave a sense of luxury and relaxation. Music played from a bose sound system, which was hidden away in the closet, ice bucket was filled, and all furniture and accessories felt custom selected for this particular room. When enjoying the perfectly maintained grounds, hotel employees would greet us excitedly, ask if they can do anything to assist, and often offer a cold beverage. Each morning the breakfast was set up beautifully on our clean, private balcony at exactly the time requested. It was absolutely delicious. At happy hour, we discussed our day with the bartenders, and they always gave advice for what we can do and try next during our stay. When it was time to leave, we were sad to say goodbye to not only a beautiful hotel, but to our new friends.
Although the 2nd experience was 52% more expensive than the 1st one, we felt like every dollar was more than worth it; hence, the very high ROI based on our experience. On the other hand, the $249/night seemed way too high; we walked away feeling stressed that we spent too much on something that left a bad impression. It's a horrible feeling when you feel like you have paid too much for something you did not get.
What we can learn: We are in a service economy, so customer service, relationships, and lasting impressions are the drivers of your success. Key concepts to remember and incorporate into your businesses:
Remember too that it's a digital age, and word travels fast and spreads far, so make sure your customers are recollecting details about your business that are like #2, definitely not #1. I can guarantee that we will be back to #2, and they are also gaining the patronage of several people we have told about our amazing experience. I can also guarantee that we will not go back to #1, and if anyone asks about places to stay in that area, we will tell them that #1 is not worth the money.
(You might wonder why I am not stating who these hotels are. We do not want to use this outlet as a way to give #1 bad press, but if anyone wants to know who #2 is, please feel free to email me.)
Tags: katie scheer,
Katie Scheer was named Vice President in November of 2006 after two successful years as the Director of Operations for ProSolutions. She leads the company operations, sales and marketing, network and revenue management, new customer initiatives, and corporate strategy.
Katie has been on the ProSolutions team since May, 2002. She started with the organization as an Operations & Project Manager, and then became the Strategic Operations Manager. While in these positions, she successfully assisted in the crafting, implementation, and execution of innovative company branding, service diversification, and strategy-supportive policies and procedures.
Katie previously served as Marketing and Strategy Manager for BUD Publishers. Prior to holding this position, Katie attended University of West Florida where she earned a Bachelor of Science degree in Business Management. Katie currently resides in Orlando, Florida, with her husband, Chris, and two children, Cade and Courtney.
Contact: Katie Scheer
When Guests Complain, Be All EARS!
The ProSo Method to Achieving Service "Wows"
Sun Peaks Grand Hotel and Conference Centre Selects Eleven and TELUS to Improve Guest Wi-Fi Experience
Creativity Is a Drug the Hotel Industry Cannot Live Without
Modern Food Service Challenges are Driven by the Modern Guest
3 Steps to Positive and Memorable Customer Interactions
Is Room Service Dead?
ALICE Announces Acquisition of GoConcierge
8 Steps to Transform the On-Property Guest Experience
3 Tips for Risk Taking
Your Wi-Fi Is Hot! Better Get a Cold Drink out of the Minibar
The Top 5 Questions Hotel Companies and Tech Suppliers Need to Ask When Looking for a Development and Consulting Partner
Treat Guests Right With Welcome Refreshments
Two-Minute Tune-Up: Don't Keep Your Customer Guessing What's Next
7 Tech Tips to Improve Your Guests’ Experience
Your Guests’ On-Property Experience Is Your Best Marketing
Questioning Skills: Learn How to Work Smarter, Not Harder
The Secret to Giving Hotel Guests What They Want
TTI Technologies Reports Four ways Hotels Produce Profits with Free Usage Business Centers
Happy Customers = Increased Sales
Please login or register to post a comment.