Following a poor evaluation: a British hotelier threw a guest out of the room
Friday 15, October 2010
According to a well-known Austrian daily newspaper a British hotelier in Blackpool ejected an unpleasant pair of hotel guests from the hotel.
He ejected the couple from the room after they had given an unfavourable evaluation of the hotel on an online hotel evaluation page by mobile phone, apparently just after checking in.
Only a few years ago a musty, small room was often the motivation for hotel guests to express their dissatisfaction with a hotel by leaving a handwritten note - with an uncertain result. That is now a thing of the past. The internet has revolutionised "complaining" about the hotel industry. Nowadays guests register their experiences online and portals publish these on their web sites. Mobile communication speeds up this process just as one can see from the case already mentioned.
Recently hotel.info has researched the guest comments of the more than one million evaluations available and has listed the ten most important criteria for negative comments:
Breakfast: Too expensive which is not justified by the quality and range of food offered. Too little choice. Buffet not topped up frequently/places not relaid for newly arriving guests. Stale food that has been on the buffet for a long time.
Parking: Costs for parking too high, incorrect details of price and availability shown by the hotel on the internet.
Noise: A central location with the concomitant traffic noise is complained about less than the noise transmission between rooms and the lack of properly isolated windows.
Room Size: Especially guests from North America are often dissatisfied with the small size of rooms and the small bath tubs in European hotels.
Service/Friendliness: Fewer foreign guests find this a reason for complaint. It is mostly domestic guests who are dissatisfied with the level of theft.
Internet/Wi-Fi: Online charges too expensive, no Wi-Fi available.
Cleanliness: Complaints about poorly cleaned rooms, especially the bath tubs.
Comfort: worn out matresses. Old, wobbly furniture. Hotels are often considered to be worn out and in need of renovation.
Non-smokers/Smokers: Insufficient separation of smokers and non-smokers, smell of smoke on the non-smoking floors, no non-smoking rooms available, even when booked.
Stars/Category: The hotel has too many stars and really deserves a lower classification. Therefore the price is also considered too high.
hotel.info, the free, online hotel reservation service with more than 210,000 hotels worldwide, also publishes the opinions of its customers, not only in the form of a numerical grading but also reveals the comments written by the guests themselves. „These clearly indicate the detailed situation in the hotel - whether positive or negative" said Warini Munshi,Managing Director at hotel.info.
„Customers of hotel.info do not need to be afraid of being ejected from the hotel as they only make their evaluation after they have left the hotel", continued Vavrinec with a smile. „Hotel guests are very conscious of the value they receive for their money. Experience has shown that potential guests implicitly trust the impressions conveyed by previous guests. At hotel.info it is only possible for guests who have stayed in the hotel to make an evaluation. In addition the scores achieved by the hotel influences its position in the listing on hotel.info. The comments made during the evaluation also give the hotelier the chance to improve the quality of service and to increase turnover. We expect hoteliers to view and react to the evaluations of their hotel on a regular basis in the course of their own Quality Management and thus gain an unfiltered impression of the level of satisfaction of their guests. Hotel evaluations provide a constructive customer feed back - but certainly do not give a reason for the hotelier to treat guests in an impolite fashion."
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