Arrival date: 9/23/24
Departure date: 9/25/24
You know you’re in for a ride when the airport shuttle is a no-show, and you’re stuck standing at the curb, watching other guests get whisked away like they’ve won a free trip to paradise.
I, on the other hand, called the hotel after waiting for 20 minutes and was greeted by someone who sounded like they’d rather be watching paint dry than helping me out. The good news? I only had to wait another 10 minutes, and voila! The shuttle finally arrived!
David, the driver, instantly made up for the delay. A warm smile, an apology for the wait, and a genuinely good reason for being late—helping someone in a wheelchair. I was starting to feel hopeful. David was a champ!
Fast forward to 11:45 p.m., and I finally arrived at the hotel. David assured me that Adeers at the front desk would be fantastic. Spoiler alert: He was not. After waiting for him to magically appear from the back, I greeted him with all the cheerfulness of a talk show host. He responded like I’d just asked him to recite the periodic table—zero eye contact, zero energy, zero fun. But hey, at least he was efficient, if not exactly “life of the party” material.
Still undeterred, I asked about setting up my booth in the conference room, and lo and behold, the room was open. But just as I was getting everything ready, I heard some loud, aggressive cursing from the back room. Apparently, someone was having a day.
The profanity was so loud, I could’ve sworn I was backstage at a rock concert. Once again, David—my MVP—swooped in to save the moment with an apology on behalf of the hotel.
The next morning, I approached the front desk with a question, only to be greeted by someone who might as well have been auditioning for a role in a zombie movie. No name badge, no eye contact, no acknowledgment of my existence until she blandly muttered, “Can I help you?” Uh, thanks? I thought I was about to get the full customer service treatment, but apparently not.
On my final day, I signed up for the 4:00 p.m. shuttle to the airport. Or so I thought. At 4:05, I walked up to the driver with my luggage, and he looked at me like I had just asked him to take me to Mars. “Airport? What airport?” he asked, before informing me that his list showed he was heading to the mall. I suggested we make a detour, but he didn’t seem too thrilled. The silence was deafening.
The only saving grace of my entire stay? David, the shuttle driver. Honestly, if they cloned him and put him behind the desk, I bet this whole blog post wouldn’t exist.
Oh, and after leaving detailed feedback, I got the most robotic, pre-packaged email from someone who might as well have signed it, “Sincerely, The Robot Overlords of Hotel Feedback Services.”
Strategies That Turn It Around:
- Acknowledge, Smile, Repeat: Customers don’t expect perfection, but
acknowledging their presence with a smile makes a world of difference. It’s hard
to feel ignored when someone looks up from their computer for more than two
seconds.
- Communication is Key: Don’t leave your guests guessing—especially when it
comes to shuttle schedules and services. A quick, friendly explanation (or an
apology) goes a long way.
- Empower the Davids: Every team has a David—the one who shines through the
chaos. Empower employees like him to lead by example and maybe even train
others on the fine art of hospitality!
Remember: Great customer service isn’t about being perfect—it’s about making people feel valued, even when things go a little off-script. A smile and a little effort can turn a good stay into a great experience!