Insights from our travels
Who put the pool pump into reverse ?
Accidents happen, we all know that, but in a service industry it is the way that the incident is handled that counts. All too often, a property will try and do the minimum possible to resolve the issue and this was once again evidenced in a popular capital city hotel in SE Asia. Time and time again we see issues with swimming pools where hotel management take very little responsibility for the impact it has on the guest experience. What we saw at this property was frightening....
The signs that make no sense!
The accuracy of some instructions in a hotel room could be the difference between life and death, whilst others are there to enhance your enjoyment or experience in the room, whilst some make no sense at all !! So what's wrong here ?
You're still a Guest at 35,000 feet.... or are you ?
Airlines call you passengers, we like to call them Guests. When it comes to air travel there are very few airlines that treat passengers as a Guest, however at GUESTX we view an overnight long haul flight in Business class as being no different to a stay in a hotel. You check in, your seat area is your room / bed, you eat dinner, sleep, eat breakfast and then check out. With this in mind why are 95% of airlines so poor at delivering an experience. Case in hand....
Don’t take your eye off the pool
One of the biggest attractions of a resort hotel is the swimming pool, an oasis of crystal clear water that glistens in the sunlight like a diamond. To maintain a pristine pool takes time, care and most of all attention to detail with a keen eye on chlorine and PH levels.
This isn't how to ask for feedback!
Asking for feedback should be seen as positive providing feedback is taken on board, acted upon and requested and processed professionally.
