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Originally Posted by rahmanbar
Sometimes a timely "We're very sorry" will prevent unhappiness over a "small inconvenience" (or even a few of them) to escalate into a major brouhaha.
And it costs nothing! That is the Marriott service ethic I am used to. Glad to hear the OP is satisfied. From the description of the actions, I would have been as well. Good show! Pat |
Originally Posted by patrick75248
I guess I'm like most of the people who have posted so far. Minor annoyances to me, such as rude or innattentive staff, missing items in the room, bad maid service, or such, I just brush off. Everyone's going to have a bad day. If it doesn't affect me, or is a very minor issue to resolve (I need more towels/soap), I forget about it immediately.
More major things, like no hot water, doors that don't lock, loud neighbors, I wouldn't hesitate to call and give them a chance to fix. When they've heard my complaint and ignored it, or tried multiple times to fix it, I get more firm. Not angry, but I tell them exactly what I want and what I expect: points, new room, to talk with the manager, whatever it is. They don't know me and don't know what makes me happy. I'll let them know, in a positive way. I'd also talk to a manager about staff if it really became a problem. Most of the time I approach this as an opportunity for the manager to 'educate' the staff. I'm sure that almost all of the employees WANT to do a good job. I don't want to come across as "I-know-your-job-better-than-you-do", so I try and present things as calm and rational. And again, I tell them what I expect: "I would appreciate if you would talk to that employee and let them know that there are better ways of handling this issue, such as..." |
Originally Posted by camachinist
Bingo! ^
And it costs nothing! That is the Marriott service ethic I am used to. Pat on the flip side... 2 weeks ago I was at the courtyard in Lyndhurst, NJ. I check in and the heat is broken in my room. I was so exhausted i didnt notice until around 3am when i woke up freezing. in the morning i talk to the front desk and they saw they will send someone up. that night... still broker... new engineer... heat works for a while and quits in the middle of the night. that afternoon i come back to see if it is fixed and a new engineer shows up.... says "i can't believe they put you in this room. i told the front desk last week that NONE of the rooms on this side of the building on this floor have heat!" Needless to say... i received a new room. Long story short (too late) All I wanted was for someone at the front desk to sincerely say "sorry for the inconvenience, let's move you to a move room." But I reveived a very flippant attitute. I ended up writing a note to Marriott as I was very very frustrated at that point... but by the time I had a chance to leave a message for the manager, I had already checked out. I stay minimum 100 nights a year in a hotel (as high as 250) ... you have to take things in stride... but a smile and an apology can go a LONG way to make a guest happy. I won't be going back (even in the summer when I dont need the heat :) ) |
coffeguzzler Wise advice to "take things in stride"!
And let me say a hearty Welcome to FT! Please stay around and post more - you'll find this a great place to enhance your travels. |
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