When we travel we all have certain expectations. They vary from person to person. What is charming to one is odd to another. This is why I ask you lots of questions while planning a trip, to learn what is charming to you! When checking in at my hotel, I always ask for an ‘ocean view room’ they laugh, but know what I mean such as, “Is this the nicest room you can offer me?” So often the desk clerk just assigns a room without thinking. Let them know your wishes.
None the less, sometimes we encounter a situation at your hotel that is not to your liking. When this occurs do your best to address the situation immediately. Do give the hotel manager the opportunity to remedy the complaint. You may wish to offer the suggestion. If a change of rooms is not available, suggest something equitable, like a free meal, a spa service or a discount. Most managers are more likely to respond if they believe the situation can be resolved quickly. They want you to go away happy. Your telling the story of how a situation was resolve can be the best marketing. See the story below:
One very strong suggestion: Never give back a key if you do not know where you are going to stay. There may not be another room available in the city! That happened to one of my clients years ago during fashion week in Paris. They ended up 20 miles from the Tower!
If you can not resolve the situation to your liking, please do not hesitate to call me! You are given those international numbers on your itinerary for a reason. Use them. But for heavens sake do not start screaming. Be firm and loud if you must but do not loose your temper. I had a situation once where my coat was taken from my car during the time a hotel staff person parked and returned it. I just kept saying “My coat is missing, it is winter; I have been sick” (which I had a bad cold.) I did not offer a resolution. Another person after another was presented to me and I kept saying the same thing and virtually no other conversation. Do not get distracted by other issues. Eventually I was walked to a very nice store and given a very nice coat! Much nicer than my $25 one. Filene’s basement coat! I still have the coat and great memories of the best customer service I ever received. Speaking of, I also had one of my best meals ever in that hotel in Avignon, La Mirande.
Every situation has a resolution. Let me know if I can help you with any!
AlwaysHarriet 