The story of the good, the bad and Premier Inns
What would you do if your lift broke down on a Friday and it could not be repaired until the following Wednesday?
How many of you would look at the bookings ahead and see if you had any guests due to arrive in a wheelchair?
Then what would you do?
Congratulations to Premier Inns for identifying, in advance, that I would not be able to get to my room as the above had happened. If it was when I was a hotel manager a senior manager would then be expected to phone the guest, make alternative arrangements and either offer complimentary accommodation, a discount, or a free dinner. This would recompense the guest and compensate, in this case, the guest’s taxi fair to Newmarket.
What happened?
A receptionist was given the job and just offered an alternative room in Newmarket. He was not empowered to discuss anything else with me.
So what did I do?
I realised that this issue was nothing to do with the receptionist and in my mind he should never have had to make the call. I asked for a senior manager to contact me as I was not happy about having to pay the extra for a two way taxi between Newmarket and Cambridge.
In fairness, the front of House Manager, called me to see why I was still unhappy. He did the very sensible thing of asking me what I would need to resolve the situation. This is a clever way to resolve the matter and a technique I have often used. I went for broke and asked for a complimentary room. I would have accepted a free dinner. However, I was delighted to accept the offer of complimentary accommodation when it was offered and I trust I will enjoy my stay in Newmarket.
But how would you have handled this situation because it must happen in lots of hotels? I look forward to reading your comments.