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What
should I do if I have a problem with the Hotel?
What information should I have if I need
to contact the Hotel’s customer service department? |
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What should I do if I have a
problem with the Hotel?
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Speak with the front desk, explain the problem
and ask for it to be fixed.
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If you can think of a satisfactory solution
to the problem, suggest it to whoever is working with you.
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Allow for a reasonable response time considering
the nature of the problem.
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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.
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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.
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If you don’t feel the person whom you are
dealing with is helpful, ask to see a supervisor.
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Calmly explain your situation to the supervisor
and allow them to fix the problem.
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If you have gone up the local chain of command
and are still unhappy, contact the Hotel’s customer service
department.
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What information should I have
if I need to contact the Hotel’s customer service department?
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Write soon after the incident, while the
information is fresh and you are still within any time limits.
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Include as much specific information as
possible when describing the problem.
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The date, location and time of the incident.
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Your name, reservation or confirmation number.
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Keep the originals, but include copies of
any relevant paperwork.
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Name, title, employee number or physical
description of those you dealt with if you have them.
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A description of the actions taken by those
involved.
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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.
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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.
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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.
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Include your name, address and a telephone
number where they can reach you with their response.
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Section: TIPPING
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