Literally.
The last time a hotel, either independent or franchised, sent you a comment card, did you complete it? Did it matter to you whether it was sent by snail mail or if you were given an opportunity to complete them online?
Hotel managers rely on the feedback of their guests to continually measure their hotel's performance and address any problems that may have slipped through the cracks. In fact, your comments are so important that most franchises grade the hotels waving their brand's flags based on guest comment scores, so every single one counts.
Whether your last hotel experience was outstanding, or a disaster, if the hotel sends you a guest comment card, I encourage you to complete and submit it. I assure you that they are not only being read, but discussed, responded to, and used to determine hotel rankings within specific families of hotels.
For example, IHG brands are compared to each other: Crowne Plaza is ranked against other Crowne Plaza hotels, Holiday Inns are compared to each other, and so on. While your comment alone might not make or break a hotel's ranking within their franchised system, it does carry weight.
There are surveys for meeting planners as well as for individual guests. It's no secret that some of these surveys can be a bit lengthy, but in order to gauge the hotel's performance during your stay or the planning of your event, the hotel is looking to cover every aspect of your experience with them, from the initial booking, to reserving your rooms, to check-out. Believe me, each question is a valid one, and the answers to all that apply to your stay are important.
Again, the hotel's goal is to make you happy and encourage you to return. If you had a great stay, take the time to let them know by completing their guest comment card. Likewise, if you had challenges during your stay, document that incident in your comments, as the hotel will also be graded on their willingness to make it right with you.
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6 comments:
I sometimes fill out the cards, but not always. Ticking some boxes is fine, but the ones which ask me to spend my time filling out long-form answers are a turn-off. Most restaurants offer a small incentive to feed back - a starter here, five quid of a main course there - because they realise that if the information is valuable to have, it makes sense to invest in gathering the information.
You make a good point, Simon. Perhaps if hotels offered additional incentives (such as more hotel rewards points, a free "something" from the restaurant, a discount off of your next stay...) people would be more willing to take the time to give up this information. Thanks so much for your comment!
I won a night's stay at a hotel a few months ago and just could *not* get over how lovely it was (and I've stayed in many hotels).
I sent a detailed email to the manager praising the staff, the deluxe room, the comfort, everything that I could think of. After reading your post I'm very glad that I did that.
~Maureen~
An addendum to my previous post - the hotel I praised so lavishly was a Crowne Plaza in Fredericton, NB. Those little extra touches? I noticed and deeply appreciated.
~Maureen~
Maureen: It's great that you let the hotel know how much you enjoyed your stay! I know not all of the guests who stay in Crowne Plazas will receive a survey in the mail, but it sounds to me like you would have gladly completed one if you had been given the opportunity to!
I am sure the hotel was thrilled to receive your comments, and the fact that it was e-mailed made it easy to copy the departments that worked so hard to make your stay an enjoyable one!
While staying at the holiday in express in Morris Illinois 10/23/08. The front desk and manager where rude and loud, managers name was Pam and other lady Jackie or Jen.This would be a nice place without the loud and standoffish staff. Just thought you should now.Will NOT be there again will bite the bullet and go to Ottawa from now on!
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