A few weeks ago I arrived at the Travelodge in Bristol at 10:10 PM after a four-hour journey. Check-in was efficient and within minutes I was in my room. I had requested a quiet room and so I was alarmed to discover that the traffic noise outside my room was so noisy I thought that the window had been left open. It hadn’t. With it being late, I couldn’t face complaining and so decided to turn on the TV to drown out the traffic noise.
The television didn’t work.
I paid a visit to reception and was told there were no quiet rooms available, no batteries and no spare remote controls. Instead I was offered a complimentary evening meal (at 10:30?!) or a discount on my next stay.
I then discovered that the mattress was so old that the springs were protruding from end to end, with only the thinnest layer of fabric to stop them from breaking out of their confines.
A few days later I received the ubiquitous e-feedback form. I spent 10 minutes completing it, explaining the problems, deciding that an absence of melodrama or thinly veiled expletives were best avoided. I did however in the comments section add “I am curious to know if you will actually pick up the phone and respond to my feedback or ignore it completely.”
I’ve not heard a bean from Travelodge which does suggest their feedback process is a farce.
So what can you learn from this experience?
And never take your customers for granted or treat them like second-class citizens.
Thank you Dee. I think that Company is on the slide. It has gone from pillar to post since the break-up of Trust House-Forte.
Premier Inn run by Whitbreads is a much better bet. I have yet to be
disappointed at that budget hotel chain.
BRgds Ray Bullen
Yes I agree Ray. What is the point in asking for feedback and then not even responding to it? Going through the motions..