What a difference a reply can make
Georges Kindynis found this reply to a hotel guest entirely unprofessional, and it genuinely concerned him how far the ‘people caring for people’ industry seemed to be drifting from the true meaning of hospitality. The letter read:
Hi, Thank you for choosing our hotel. Check-in time begin at 2.00pm. If you want to arrive earlier, there are fees of 35 Euros and its subject of availability. We also have at your disposal lockers at 2 Euros for a little luggage and 4 Euros for big luggage. Kind Regards, Front Desk, Ibis Paris, Bastille Opera.
A reader commented that whilst he understood the instinct to call this “unprofessional,” it was important to look at the context. Going on to add that Ibis is a budget economy brand, not a full-service hotel, and their entire business model is built on low room rates with unbundled services.
Another person who read this, shared the experience of a friend whom he had booked at a major *Five* star hotel in Auckland. He explained “They were going on a cruise after two nights in that hotel and returning for another few nights. They asked the hotel to store their unneeded luggage for the cruise. The hotel refused and it was late on a Sunday evening as well. My friend called me in desperation and my pleas to the Duty Manager went unheeded. I had to call the VP of Operations of the group who had to help us out. That experience was a shocker and if not for the empathetic response of the VP my friends would have had a horrible experience.
Getting back to the delinquent reply from the Ibis hotel; A different person (let’s call her Anne), dived in to the conversation by saying that while the pros and cons of the business model of a budget hotel was a mitigating factor, the hotel could have responded in a more professional manner.
Giving an example of how the hotel could have replied, she provided this sample text:
Dear Mr. Kindynis, If early check-in isn’t available, we completely understand that you may want to drop your bags and start enjoying your day. We offer secure self-service lockers (€2 for small bags / €4 for larger ones) so you can store your luggage safely and come and go as you please. These lockers are maintained and monitored throughout the day, which is why there’s a small fee, but it means you don’t need to wait around or worry about your belongings. If there’s anything else we can do to make your arrival smoother, just let us know, we’re here to help and can’t wait to host you! Warm regards,
We have to remember that ours is a two-name industry: the first name is hospitality, but the last name is business. The reply from the Ibis hotel placed business as the first name and hospitality last, whereas Anne’s suggested draft reply does exactly the reverse! Hospitality is a unique human act. Keeping your guests at the heart of what you do is paramount.
Ilzaf Keefahs is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry
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