Originally Posted by
m0hamed
Pretty sure every CRM has input for positive and negative comments.
Abuse an employee of a company? Of course they will note it down.
Have you been forgiving during a massive service failure? They will note that down.
I believe the term is 'Difficult Guest' in the hotel industry. Sometimes it means you complain a lot, but I have also seen it marked where it means a hotel needs to pay extra attention to you because of a previous mistake they have made, e.g. when a GM invites you to return and look after you because of a poor previous experience.
Do I consider myself a "Difficult Guest"? I don't know maybe to some staff and that's the problem. I have a few requests and as a 300 night per year traveler, am a little high-maintenance I admit that. Haven't guests earned that a little bit by becoming Lifetime PP'ers? And I'm blunt at times which I think can cause some staff to feel like I am mean. But I have been told by more than a fair share of staff that I am a great guest and they love having me lol. And I believe them. I think it really depends on the particular staff member and how easily they get defensive or angry when you point out service issues or complain about something. But that goes to the problem, 1 hotel loves you but puts no comments in that internal database, the next hotel thinks you are annoying and demanding and types that in. Hence you are criticized usually unfairly and now every Marriott can see it. And it piles on and on and on etc.. It's just not right and doesn't tell anywhere close to the whole story of who you are as a guest and the many POSITIVE relationships you have built over the months and years with lots of other properties.