Tag: Hotel ComplaintsView All Tags
He's told us how to book a hotel room like a boss and he's given a behind-the-scenes explanation for a common room problem but now our former front desk manager is back with the most important advice of all--how to effectively complain to the front desk when things don't go your way.
"Can you please arrange a wake up call for me?" Check. "Can you please have someone pick up my laundry?" Check. "Can you please have someone service my room?" Check. "Why is my TV not working?" It will be fixed, check.
The front desk is truly the heartbeat of any hotel. That is not to say that the other departments aren’t equally important, like housekeeping and engineering, which really are some of the hardest working departments in a hotel but, the front desk serves as the main go-to point for every single issue, good or bad, for all hotels.
The true mavericks of this department are the front desk agents, the tireless staff who are the face of the hotel and constantly get called upon to do every single task, whether it is within their job description or not. They ensure that no matter what problem, what concerning department, who the last staff member spoken to, the guest’s issue will be sorted out through one point of contact, them.
Here are some Do's and Don'ts for effectively complaining to the front desk:
Hotel Complaints / Four Points by Sheraton Hotels / Starwood Hotels / Australia Hotels / Brisbane Hotels / HotelChatter Reviews / Business Traveler Hotels / Hotel Openings / → All Tags
Our stay wasn't perfect. When we highlighted our minor issues, it caused quite a stir amongst our readers. We later opted to let the property know, via an email survey, what we usually expect from Starwood Hotels and other international hotel chains and why this stay fell short.
Since then, we've been in contact with the Four Points' general manager (who also saw our story on HotelChatter.) In true form of a good hotelier, he not only took the feedback on to ensure it doesn't happen again, but also explained why we experienced the hiccups. Here are the responses:
HotelChatter Reviews / Four Points by Sheraton Hotels / Brisbane Hotels / Hotel Openings / Australia Hotels / Business Traveler Hotels / Hotel Complaints / → All Tags
Last week, Brisbane scored their first new international hotel in 16 years with the opening of Four Points by Sheraton. Because we're not ones to miss the chance to check-out a new hotel, we booked a stay and checked-in only five days after opening day.
Here's the set-up: the 32-story building is in the heart of Brisbane, overlooking the cityscape on one side and the namesake river on the other. Each of the 246 rooms offer sleek, downtown-inspired decor with a nod to utility and productivity along with simple, yet effective amenities. The entire property aims to be as sustainable as possible with energy-saving lights in the hallways and reflective glass to reflect the hot sub-tropical sun; a nice touch.
Catering to a corporate guest, the property offers a second floor bar for drinks and a marketplace-style restaurant for fueling before and after meetings. A rooftop gym is surrounded by a 180-degree outdoor terrace which is perfect for private parties and or simply for chilling out after a long day. In true Four Points form, there's also plenty of meeting space for... well, meetings.
We know better than anyone that hotel guests love to vent about the good and bad after a hotel stay—whether it’s on TripAdvisor or Twitter or right here on HotelChatter. But the ease of airing one’s complaints these days has many hotels scrambling to address the quality of their customer service. GuestRights is a new membership program that can help them. And of course, us, the guests.
Anchoring the whole thing is The Guest Bill of Rights, a list of ten customer service principles that all GuestRights member hotels must agree to uphold. As you can see from the first five here, the rights are all pretty standard and should be no stretch for the committed hotel. You can see the full list here.