Our best hotel customers help us ... to help them ... be our best customers.
Archive - Originally posted on "The Horse's Mouth" - 2016-01-04 07:13:06 - Graham Ellis
* They check that what we have to offer is right for them before they book.
* When they initially enquire, they include where, when, and how many people (and dogs) in their party; they are honest and complete in their booking, letting us know if they're bringing a dog for example, and they also let us know if we're not quite what we're looking for and they've decided to stay elsewhere, rather than leaving us wondering / following up / with accommodation lighty pencilled in.
* They don't try and beat us down on an already-good price. Of course, if they do persuade us to do a "bargain basemnent" deal, they'll know that they'll get the last choice of rooms after all the other guests have been most fittingly assigned.
* They let us know roughly when they'll be arriving so that we can be ready to greet them, but if they get delayed they don't rush to meet the original schedule - they let us know of the delay and make sure they arrive safe
* If they have trouble working something out, they ask. And if they learn or know something about our area which we don't, they tell us.
* They make themselves at home, and they treat the place with the respect they woulid treat their own home with too
* They are real individuals - we treat them as such, and welcome them treating us, and our other guests, as individuals too.
* If they don't like something, or have a problem with what we offer, they tell us so we can put it right. And if the like what we offer, they become our ambassadors and tell their friends.
* If something gets broken or spilled, they tell us
* And when they leave, it's smiles all around and not "goodbye" but "see you next time you come to Well House Manor in Melksham"
P.S. If they want us to book them a taxi they ask in good time. And they check they've got all their possessions with them before they leave.
