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Save/ShareWhile in Boston the weekend before last, my partner and I had a crummy hotel experience. It wasn't that the hotel was terrible, it just didn't live up to our expectations--and the fact that Boston hotel rates are high only raised the bar. I'm not naming the hotel for two reasons: 1) We may have just had bad luck; 2) The hotel emailed asking how our stay was, and Adam answered honestly (if more nicely than I would have). The hotel's front-office director responded by apologizing and refunding one night (of the two we stayed there!) to Adam's credit card. The moral: Don't be afraid to tell management how you feel. You may not get anything, but you may get something. P.S. They didn't know I'm affiliated with a travel magazine and website.
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They didn't know you were affiliated with a travel magazine?? How are you sure? I work in a top hotel, and I google people all the time...
Posted By adrian Moore on November 12, 2007, 8:18 PM
Adrian, I can't speak for Erik, but I do want to express two thoughts of my own. Um, what sort of hotel is paying you to Google customers before you decide whether to take their complaint seriously or not? In the age of TripAdvisor and blogs like this one, individuals can shape the reputation of a hotel through online reviews, without needing a fancy magazine behind them. You should be worried about the fate of your top hotel if it is selective in responding to customer gripes. Maybe you'll ignore the complaint of some "nobody" who will write an influential review of your hotel online. As for this particular case, the bill and comment card weren't being signed by Erik. It would take an implausibly wasteful amount of time for the hotel to have researched this coonection, don't you think?
Posted By Blog editor on November 12, 2007, 11:42 PM
Is this the same Adrian Moore that writes about Paris for Gridskipper?
Or is it the Adrian Moore from the Reason Foundation?
Perhaps it's the Adrian Moore from the Skinburness Hotel?
It's sooo hard to tell from my own Google search results.
Posted By D Bunker on November 13, 2007, 2:49 PM
I clearly need to get a cool pseudonym like D Bunker.
Posted By Blog Editor on November 13, 2007, 3:59 PM
I filled out a comment card for a very expensive resort in Banff, complaining that some (minor) things were stolen from our room, among other issues. I even checked the box that said I was willing to be contacted and haven't heard a word. You'd think they'd get back to me on some of them.
Posted By Lisa on November 15, 2007, 12:12 PM
Sometimes the comments work, sometimes they don't. As a HiltonHonors member, my comments seem to be taken seriously. On the other hand, my teenagers and I spent an abysmal 5 nights in a Comfort Suites in Orlando a few years ago. It was a nightmare on many levels, and I not only complained directly to the hotel management (with no positive results), but responded at length to the followup email they sent. Although I received an apologetic reply from their corporate people, no refund was given, no offer of a discounted future stay was forthcoming, and to this day, I still get their spam, even though I have tried to block it. This was my second bad experience with the Choice Hotels brand, and I'll sleep in my car before ever staying at one of their hotels again.
Posted By Teddy G on November 16, 2007, 10:02 AM
I stayed at the airport hotel near La Guardia. With delaid luggage I took their van back to the airport to pick up my bags and when I came out the driver had left (even though he told me he didn't go off duty for another half hour). When I called they told me to take a cab. I filled out the comment card. No reply, but I just saw the new George Cluny movie and they use that hotel in the film so I guess they're counting on lots of business from that. However, not from me again.
Posted By Stephen Part on November 20, 2007, 7:13 PM