I recently stayed at a 1,000-room, nationally franchised, full-service, center city convention hotel. From the moment I stepped out of the taxi until checkout time, almost everything that could go wrong did go wrong. I realize that most road warriors could easily tell countless similar stories, but what makes this experience most disconcerting is that nobody at the hotel cared about correcting the problems or trying to figure out if they could have been prevented. They didn’t even pretend to care.
When I sent a letter articulating the problems I encountered shortly after my stay, I made it clear that I was not writing for a refund, obtain bonus miles or seek damages, but was corresponding solely so the hotel staff could learn and improve. The only remedy I was given was a generous number of frequent guest points. I was asked (via email) if this would make me satisfied. When I responded back that I would gladly accept the points, which should get me two free hotel nights, but in no way would make me satisfied, I heard nothing. What I indicated would make me satisfied was knowing that someone cared… a General Manger, Front Desk Receptionist, Corporate Person. Of course I never heard back from anyone.
Here are the items addressed in my letter with Possible Solutions. What a missed opportunity if my letter goes ignored, which I am sure it did.
Air Conditioning and Heating in Guestroom My guestroom was extremely hot during my stay, even with the window open. The current system is obsolete, apparently providing only heating or cooling but not both, with no fan option. It looks like a system upgrade is in process. But why did I need to explain my problem to the telephone operator, front desk, and housekeeping and then have an engineer come to my room to explain to me there is nothing he could do? Possible Solution: Have the telephone operators, desk clerks, housekeeping and engineering staff communicate to the guest that there is a limitation with the system and unfortunately it cannot be corrected. Maybe post a sign in guestrooms explaining this as well. Wouldn’t this have been better than making me speak with four staff members and sending an engineer up to my room? What a waste of time for me as well as the staff.
Shoe Shine Service The guest service directory, concierge, front desk and operator all believe that a staffed shoeshine stand exists in the hotel. But why did the doorman need to be the one to tell me this service was discontinued months ago? Possible Solution: Why not tell the staff that the shoeshine service has been discontinued, hire a shoeshine person and/or update the guest service directory? In addition, encourage them to walk around the hotel with their eyes open.
Check-In When I tried to check-in at 2pm, I was told that my room was not yet ready and it would be guaranteed to be ready at 3pm, the posted check-in time. This was completely understandable. I reconfirmed my request for a higher floor room at 2pm that I requested when I made the reservation. At 3:15pm I was assigned to a room on the first floor. I realize that requests cannot be guaranteed, but it was admitted that my request was ignored several times. Possible Solution: Review special requests in advance of check-in.
Door Service No doorman was present at 2pm when I arrived to help with my luggage. Several bellmen were positioned in the lobby during this time. Possible Solution: Be sure a doorman is on duty at all times. If no doorman is available, assign at least one bellman to watch the front door.
Airline Boarding Pass There is no working printer in the lobby for a guest to print out a boarding pass. This is standard procedure at most any limited or select service hotel. The concierge directed me to the front desk and said they would be able to print out a boarding pass. The front desk told me they would not be able to accomplish this and referred me to the concierge. Possible Solution: Why not fix the machine located in the lobby or at least have the desk clerks print out a boarding pass when requested? Not to mention, use common sense and have hotel personnel communicate with each other.
Internet How can the desk staff not know about internet service in guestrooms? I was told that wireless exists while the guest standing beside me was told that only a hard connection exists. Possible Solution: Again, teach the desk clerks about something as simple as internet usage.
Express Checkout I reserved a room for four nights; my confirmation indicated four nights and four nights was verified when I checked in. An Express Check-Out folio was slipped under my guestroom door after only two nights indicating I was checking out after two nights. I was able to call the hotel’s 800 number and secure a room for the remaining two nights at a rate one hundred dollars lower each night. Possible Solution: I cannot image how something this basic went wrong.
Dining Room The hotel continues to promote the hotel dining room that has been closed for months on in-room collateral. Possible Solution: See solution suggested in the Shoe Sine Service section (above). How difficult can it be to update collateral?
Checked Baggage I checked my luggage at 2pm when my room was not ready. At 3:30 pm when I tried to retrieve my bags, no bellmen were present in the lobby to assist, so I had to go through the unsecured and unwatched luggage to retrieve my bags. Nobody offered to help or question me. Possible Solution: Lock-up luggage when checked and have bell staff in the lobby at all times.
Toilet The toilet in my room was barely functional. The only way to flush it was to hold the handle down for a long period of time. Possible Solution: Maintenance.
Alarm Clock Time was not set even close to correct. Why does engineering need to come to the room to set it? Possible Solution: Have housekeeping check to be sure alarm clocks are correctly set.
Alarm Clock Music None of the music buttons worked; pushing them only produced static. Possible Solution: Reprogram the clock radios or perhaps install old-fashioned clock radios that work.
Again, I am not a particularly demanding traveler. Much of the staff at this hotel was kind, helpful and my two food and beverage experiences were positive. But a large, upscale, full-service hotel should be capable of more than this. None of the above Possible Solutions require additional technology or capital expenditures. They barely even require training. All it takes is for management to exercise some common sense. Sadly, not even common sense was used in the response I received from the corporate office.
