5 stars? not really!
Phillip, my friend from England visits Sri Lanka very regularly whilst also travelling to various other worldwide holiday destinations. Phillip’s link to our island stretches back to the time when he was born in Ceylon (as it was then known), in 1952, at the time his dad, was stationed here after serving in the British Navy during WW2.
In 1965, Phillip went to the UK for further study, whilst Ron and his wife Beryl stayed on until 1968 before going home for good - although they returned regularly on holiday. Ron initiated the ‘war veterans’ tours bringing over 800 back to the island, including a Royal Canadian Air Force officer dubbed "The Saviour of Ceylon", who warned of the Japanese attack on the island of Ceylon during the 2nd World War – the very late Air Commodore Leonard Joseph Birchall.
A few years back, Phillip spent a few days with his wife and daughter, at a famous 5-star beach resort hotel down south. Despite paying a premium rate in expectation of an authentic 5 star experience, their stay was so disappointing that he was compelled to complain to the hotel management. The hotel responded by inviting him to share his observations with the hotel’s management team. After his meeting with the hotel executives, Phillip wrote a follow-up letter to the Manager, which I reproduce below:
“Dear (Name withheld), following our recent visit to your hotel and my presentation to your management team I have pleasure in enclosing a gift as promised. This book, by Clive Woodward is all about how you build a WORLD CLASS winning team. There are a substantial number of ideas in the book, but most importantly there is an underlying attitude and application that your team can apply. I really believe that if you and your key team members read this book with the desire to become a world class organisation you will find the time invested very beneficial.
I tried to suggest to you all that as a 5* resort, charging 5* prices, your guests compare you to other 5* hotels around the world, not the Sri Lanka ones. Saying you are 5* does not make it so, particularly as it is a Sri Lankan grading as I believe that is not a world standard. When a guest stays at a 5* resort they expect to have an experience that is second to none. They want to be pampered, served and indulged. They expect everything to work; the facilities and environment will be outstanding. You, and your team, need to anticipate their needs and to respond to every opportunity to delight the guest.
I hope the book helps you on this journey. I also suggest that you read and act on the comments put onto Trip Advisor. Your guests will read them and form an opinion, at present not very favourable. I have also taken the liberty of giving you a number of suggestions that can help you achieve WORLD CLASS status. These are attached on a separate sheet. I have gone to this effort because I care and want to see a real world class 5* destination in Sri Lanka.”
Phillip paid the full rate for the two rooms he booked in a hotel that claimed on its website, and I quote: ‘ To weave a little magic into your holiday memories while promising you the finest hospitality and best luxury services among Sri Lanka beach hotels”, unquote.
Phil’s letter could very well be a template that could apply to several other hotels that masquerade as 5 star properties.
Ilzaf Keefahs – writes on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike.
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