Hotel Guest Surveys
Archive - Originally posted on "The Horse's Mouth" - 2008-09-28 14:47:41 - Graham EllisI have just completed a survey for the hotel we stayed at in Carlisle, Pennsylvania, during our recent trip. Now - high marks to them for sending follow up guest review emails (which is something we really should start doing, but they rather blew it with the inevitable select box that didn't have a UK option ... "where did you last stay in a hotel prior to ours" they asked. And the options included the USA and Canada and the Caribbean ... not a mention of the UK, Europe, nor even an "elsewhere" box or a box where I could say it was Cambridge, England!
There were some aspects at the hotel that made it somewhat less that perfect, and I thought hard before I completed my allotted 256 characters on the review (why do people impose such tight limits these days?) ... whether I should say something, or simply let it be as we had not raised issues at the time, even though we nearly plead with our customers to let them know if there are any issues. I guess we were put off by the fact that the first negative was the "Couldn't care less" attitude of the lady on reception, who gave us the feeling that she would much rather have been in an empty hotel than one that had those nuisances called customers - so we put up with the stale tobacco smell (in a state where smoking is banned!), the tired décor (clearly, our room was next in line for a refurbishment that was being trumpeted on signs at reception) and an Internet service that did not meet the "high speed" description that was applied to it.The form says "would you like a representative to contact you" and, again after thought, I selected the "yes" box. If they're responsive, they'll note that my previous hotel stay was very shortly before the Carlisle trip, and that I spend a LOT of nights in hotels, and want to get in touch. But I'm not holding my breath; it will be interesting to see if and how it's followed up, and I'll learn from the 'boot being on the other foot' - seeing how they handle it.
Illustration - the work desk at the Comfort Suite in Carlisle, with "his" and "hers" computers. Who do you think was using which?