The hotel Dave and I are staying in is an OK hotel, close to Heathrow Airport and Dave's two office locations, and we knew this was not a vacation so have no problem not being in the centre of London. When we arrived on Sunday morning my first impression was that it was a lovely hotel, there is a large pool with a bar in the middle and tropical trees and plants complimenting the setting. Our room is very comfortable, large, quiet and we were greeted with a nice bottle of red wine. So, what lets the hotel down in my opinion? Let me count the ways....
We have to pay for the Internet, common in a lot of hotels I know, but the 3 adjacent hotels have no charge for guests using the Internet
Housekeeping is adequate but not fantastic
Restaurants are OK but not great menus or choices, and food is just OK
Customer Service, not the best, in my opinion. Basic needs such as asking instructions for the nearest nail salon have been met with other than adequate responses and not a lot of enthusiasm.
The concierge who greeted us when we arrived and is on duty when it is his shift, not the friendliest of characters and tends to make me feel like I should do the things that are his job myself, save him grimacing or looking bored.
A few of my thoughts so far, there are more, but no point making a longer list. I decided to walk to the hotel next door and investigate what the have to offer and I was greeted by friendly and helpful people, even when I admitted I was staying in the hotel next door. How could they help me was the first question. Once I had shared with them I needed a hair and nail salon I was offered the information where a hair salon could be found at the hotel over the road, and the concierge rang around to find me a nail salon in the other local hotels.
On my visit to the hotel across the road to have my hair looked after I was once again greeted by friendly, knowledgeable staff who were only too willing to help me, even though I once again admitted I was not a guest in their hotel. I had a wonderful time having my hair done and the salon owner was only too happy to furnish me with details of an American Nail Salon, in the next town.
Once I arrived back at my hotel I phoned to ask how far away next town was and if I could travel by bus or needed a taxi, once again no one had an idea what I was talking about and suggested I take a walk to find out. At this point I decided to speak with the Manager who was very sorry about my inconvenience and comment how wonderful the other three hotels were I had visited and he assured me he would find the information I needed.
What an effort, and why did I have to experience all this hassle? Customer service should be excellent, and if I receive that from hotels I am not a guest in and not my own hotel then there is something really wrong here. The three hotels who did help me will definitely get referrals from me and it is obvious what the hotel we are staying in will get. Fill in the blanks.
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