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Update: Night in 3-star hotel in Mayo

Lest anyone think that I just rant here and don’t actually follow up directly with any businesses where I may have any issues, here’s an update after I went back to the hotel I blogged earlier this month after a pretty unsatisfactory nights stay there.

This is the response that I received from the hotel:

I would like to acknowledge receipt of your email sent to ******** in our Head Office. My name is ****** ********* and I was appointed Resort Director of ****** ***** ****** recently.

One of my aims to immensely improve the customer service at the hotel. I would really appreciate the opportunity to discuss your stay with you and would value your comments.

Would you mind providing me with your contact telephone number please? I am out of the hotel today and in a meeting all day tomorrow, but if it is convenient for you I would like to call you sometime on Friday ?

My apologies that you were not treated well during your stay – I look forward to speaking to you soon.

Eventually we spoke and they were very interested in the feedback, and were pretty candid in their acknowledgment of some of the issues mentioned – as a new face within the hotel, it was obvious to them in some cases already. This was their follow up e-mail after our conversation:

With reference to my telephone call to you yesterday I would like to offer you a complimentary night at ******* ***** ***** for 2 people on a bed and breakfast basis.

As mentioned to you, I aim to have most of our service issues addressed and sorted out within a three month period, so I am sure at this stage you will notice the improvement.

Please make contact with me directly when you would like to make a booking.

This is an excellent response to a customer complaint from a service provider. It’s most unfortunate that many other Irish businesses don’t see such customer complaints as a positive way to improve their service, rather as something negative to be ignored, or swept under the carpet.

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