Sorry Full!!
Working with hospitality clients the way we do, we always look for some of the simple changes that can be made to improve customer relations and communication. What is still staggering in the current climate is the lack of attention to detail by some organisations in their general communication. I hasten to add that this excludes all of ClaytonGiles’ clients.
On two separate occasions I recently tried to book a hotel and as both hotels didn’t have the facility to check availability online I wrote a very nice email to them both to see if by any chance they had a room for the weekend. I always include details of how I found them and why I want to stay – just because I think it helps to give feedback.
So, why do hotels assume that if they are full you are suddenly a nuisance? Both email responses were abrupt in tone and in one email no more than two words – Sorry Full!!! No “Dear Ms” or “Thank you for contacting us” or “please do try us again” or even “why not make a weekend of it in the Autumn with our special offer for ……”.
I have instantly now crossed both of these hotels off my wish list for weekend breaks and will have no problem spreading the word with colleagues and friends about the two hotels in question.
So why do hotels assume that a booking enquiry can be handled in this way? Both of the emails were from the owners themselves which makes me wonder even more. Surely even if you have the luxury of a full weekend, you should always invest in building relationships with potential bookers.
What is frustrating is that both of these hotels have great recommendations in terms of service and the product, so it’s a real disappointment that at the very first point of contact they failed!
Customer Service really has to spread throughout the entire process, not just when you arrive at the hotel and during your stay, but at the very first point of contact. These are the real moments of truth!
These hotels need to recognise this before they will no longer need to be responding saying ‘Sorry Full’, but yes, please do come and stay because we are empty!!
Rant over.
