I received a feedback form from a hotel, a week after my stay at Zenit hotel, A Coruna, Spain. I filled it in and asked my husband if he had anything to add.
He said, "Next time I go away I shall make a note of the good and bad points of every hotel so I can tell them."
My comments in most hotels are the same. They can work out if the comment applies to what they do, which means they score well on that feature, or if they don't.
ON BOOKING
1 Send instructions on unloading luggage and parking with the booking, so we don't stress on arrival or go to the unload.
AT RECEPTION
2 Offer the joining form for the loyalty programme for the hotel or group on arrival, so we can benefit from any upgrade and appreciate the benefits. (When leaving ask where we are going and suggest the same hotel group en route or at our destination. If none, take the opportunity to point out that you have hotels in other cities or that your hotel is totally unique.
3 Offer the luggage trolley. Point out where it is. If its in constant use, order a second trolley.
4 Know the room features and assure the checking in customer that they are getting a good deal. eg, you are at the front so you have a sea view, you are at the back which is quieter, your room on the corner is more spacious. Your room is such and such a type and is a good price. If you want to spend a bit more you could transfer to such and such a room.
Offer to show another room if you think the other room has advantages.
5 Tell the guest the times of the restaurant and breakfast and location.
6 Tell the guest the times of the spa/pool and location, whether they need to take the key, towels, book the facility.
7 Give guests a map of the city with the hotel marked on it. Circle any nearby attraction.
Tell the guest of any timed events in the city, such as fountains lit at night, or early closing times of restaurants on Sunday.
8 Offer guests discount vouchers for nearby bards and restaurants.
BEDROOM FURNISHING
9 For two people booked into a room, supply two upright chairs and desk space big enough for two laptops.
10 Supply USB sockets as well as wall sockets, and adapter.
11 Simplify escape instructions for fire, eg. under map in big letters,
IN FIRE, if door handle is cold and no smoke,
turn right, four doors away, push 5th alarmed door
only in emergency, use outdoor escape door and external stair. Assemble in car park for roll call.
12 Supply a fridge. Hotel guests may have saved food. Or souvenir food to take overseas. And travel with pills or eye drops which need refrigeration.
BATHROOMS
13 Flat washbasins look modern and might keep hand wash clothes separate. However, it is easy to wash clean a bowl shape basin. Two basins are useful to speed up and prevent arguments and delays for couples preparing to go out or to go to bed.
14 A bidet is useful.
Bidet in hotel bedroom. Photo by Angela Lansbury. Copyright.
RESTAURANT SERVICE
15 Staff should smile at the British, the Americans, most Europeans (except Norwegians?)
16 Say goodbye and thank you to guests leaving the restaurant and hotel. This means restaurant wait staff, hotel manager, door person or porter, car park attendant, receptionist.
17 If cooked breakfast and fresh coffees are provided on request, state that clearly on the menu, on the buffet wall, and when greeting the guest or serving coffee.
18 Buffets and menus should state common allergens such as shellfish, wheat/gluten, and nuts.
19 Tell guests if they are welcome to have dinner leftovers wrapped up to save to eat later. (This was done at the Parador Fuente de. in the Picos in the north of Spain) It is an advantage to customers. For the hotel, it saves waste, and the hotel paying double for extra bin collection of a second bin.
20 Offer packed lunches as well or instead of breakfast for travellers. Free or for a low cost.
Or a luxury item at a hotel. (This was done for us, years ago but never forgotten always remembered, at Miller Howe in the Lake District in England. We got a packed lunch with fruit and a pastry and a chocolate, good for a picnic in a remote place in the countryside. Also, on departure, better than the motorway stations on the way home.
Display a photo of a city landmark in the lobby, restaurant and bedroom. Pictures of people and animals should not be glum, gloomy or menacing but jolly.
Travel Tip For Travellers
List plus points and negative points on the back of the hotel address card/key car folder or in your diary for use later on feedback forms.
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