If You See Something, Say Something

Article contributed by: Judy Nidetz

Each trip I take is a chance to learn. I go on as many site visits as possible during educational trips and personal vacations.

Sometimes a hotel stay becomes a learning experience not only for me but also for the property itself.

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I recently stayed at two upscale hotels located in different cities where I experienced problems. Both are properties I have booked many times before, with very positive feedback and results.

At one of the hotels, the front desk staff did not explain where my room was located or offer to help with heavy luggage that had to be carried up and down several series of steps.

On the housekeeping front, I was already in the shower when I discovered the shower gel had been opened and used. I then had problems getting waited on in the bar restaurant. I also was told my breakfast was not included in the room rate—even though I had an email stating that it was.

When I returned home, I received an email from my sales rep asking for a rundown on the trip. I decided to tell it like it was and outlined specifics of what went wrong.

She was not only very apologetic but also extremely thankful for letting her know. She shared my experience with the general manager, who used the information as a training tool at a staff meeting.

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I was assured that the issues were being addressed, and I was encouraged to visit again and to let the hotel know if I booked clients there, so staff could pay special attention to them during their stay.

At the second hotel, I had issues with housekeeping, including the fact that my room was not ready on time. It was so bad that the front staff apologized when I checked out, even though I hadn’t mentioned anything to them.

My sales representative contacted me to apologize and encouraged me to give the hotel another chance. She contacted me again when a new general manager came online, a reassuring sign that the new regime was changing things for the better. I will be staying there again soon and am hoping I can once again recommend it to my clients.

Providing my professional and honest feedback helped make changes that will benefit my clients and hopefully all future guests.