Luxury hotels promise impeccable service, value, and authentic experiences – but how many of them actually deliver?
The current economy is making luxury hotels listen up when it comes to customer comments; so now more than ever is the time to let them know what we want.
Wireless Internet is complimentary at the 5-star Sheen Falls Lodge in Ireland - just as it should be.
Take the time to fill out comment cards and send follow up e-mails if there was something especially poor, or especially great, during your experience at a certain luxury hotel. While I won’t give names in the examples below here are my biggest luxury let downs in recent times:
1. What do we want? FREE INTERNET. When do we want it? FIVE YEARS AGO.
Sitting down with a PR rep from a major American luxury brand recently – she told me how often she receives positive feedback about complimentary wireless internet. This small touch – no wires, no passwords – just a fast connection can make all the difference for both business and leisure travelers. Out of principle I have no desire to pay per HOUR what my internet costs PER MONTH at home.
2. The Simple Things.
I was at a 5-star hotel recently that stated in the in-room manual they could get me a dentist, personal shopper, or in-room massage with an hour’s notice. And yet no one could get me a newspaper. I asked three times. I called the front desk. Even if there were no more newspapers in the hotel (which I find hard to believe – I said even a used copy would be fine) couldn’t someone (gasp!) run out to the store and buy one?!
What happened to a New York minute? I was waiting almost a half hour for valet.
3. Prompt Valet Service.
A New York City luxury hotel committed the ultimate crime last summer. I handed over my valet ticket, and began to wait patiently. After 10 minutes I was annoyed, after 20 minutes there was no car, and no attendant to be found. I wandered back into the lobby and found the attendant: standing at the desk with my car keys and ticket in his hands having some hilarious conversation and not getting my car. This is the same hotel that when I checked in and they didn’t immediately find my reservation said, ‘I’m not sure you have the right hotel Ma’am…’ Any guesses on this luxury let down?!
4. Flexible Time for Breakfast:
I was sipping a cappuccino recently in an Italian five-star hotel over a lovely breakfast. We had arrived 15 minutes prior to the announced ‘closing’ time for breakfast – completely acceptable in my book. Just as I’m enjoying a nice conversation along with my brunch, the staff comes out with rolls of plastic wrap and starts covering various bowls of muesli and fruit right there in the middle of the dining room. Talk about sending a message ‘hurry up please.’
5. A 9am Knock On The Door:
This is especially a pet-peeve of mine in Europe where hotels require that you hand in your key at the front desk before heading out. How is it possible that the cleaning service is knocking on my door at 9am on a Sunday (OK – I might have forgotten to put out the do not disturb sign..) when my key hasn’t been turned in? How about cleaning all the other rooms where keys have been turned in? There’s nothing like having to reach for blankets or sheets to cover up as a maid comes cheerily whistling into the suite.
Oh- and don’t go charging me extra for the mini-bar. If there’s one thing I hate, it’s having to say ‘Um, sorry, but I only had 2 bottles of San Pellegrino, not 4 – would you mind taking that off the bill?’
Any Luxury Let Downs to share? Go ahead – name names if you want to…
