Dusseldorf is normally quite a cold and rainy city, at least when I visit, so I didn’t ever really think about air-conditioning in a hotel. That is, until this week with temperatures hitting the 31° mark. After a hot day in the uncooled office, I was looking forward to a nice shower and a cool room in the Best Western. My face when the receptionist announced that the air-con was broken! So you’re the Best Western, the air-con’s broken during a heat wave, so what do you do?
- Guest number one: not informed
- Guest number two: told the aircon was broken
- Guest number three: offered a room in another hotel
Ah-ha you’re saying, this is because one guest stays more than the others. So who stays more often at this hotel? Well that would be guest number one. Well, who has the most expensive room rate…. again guest number one.
The take-away: So, what should the BW have actually done
- Get their message straight, tell all customers about the problem, and offer all customers the same alternatives.
- Why not offer a big bottle of water to apologise?
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