This week the Whine Wednesdays deals with the sometimes annoying emails that you may receive after your stay from hotels that beg for positive feedback in case you happen to receive one of those surveys.
These surveys are used to measure the hotels performance and sometimes even compliance with standards set by the brand. The hotel may be assessed a fee (read fine) if they fail to meet certain satisfaction goals and hence these emails (usually from properties that have “challenges”).
You can access Le Meridien Philadelphia’s website here.
Here’s the email that a reader forwarded to me:
Turns out that the guest was double charged by the property, they didn’t post the promised 500 SPG Starpoints for providing DIRECT feedback instead of doing it via the survey and guest had had some other issues as well.
The hotel really shouldn’t be sending out emails such as this anyway. They are only trying to divert the negative feedback away from the surveys by bribing and doling small amount of Starpoints instead. Why mention the survey?
They could just reword the entire email in a positive way and solicit feedback about the stay.
Here’s one that I just received from InterContinental Bangkok:
It was a pleasure to have you staying with us at InterContinental Bangkok. We do hope that you had a safe onward journey or return trip home.
As our Club InterContinental guest and being our Spire Royal Ambassador Member, it was our pleasure to greet you on arrival. Our goal was not just to meet your needs but to exceed your expectations and make your stay as memorable and comfortable as possible.
Please be informed that you may receive an online guest satisfaction survey. We would be grateful if you could give us your feedback which we consider very important. We usually post the results of those surveys in our staff areas in order to encourage and motivate our team members for their passion and commitment.
If, on the other hand, your stay has been less than excellent, please feel free to contact me directly or provide me with a phone number and I will personally call you at your convenience.
Again, thank you very much for staying with us. We have attached hotel folio for your reference. Should you require any assistance for your next visit to Bangkok, please do not hesitate to contact myself or any of our team members.
We look forward to welcoming you back at InterContinental Bangkok in the near future.
Should you need any further assistance or information, please do not hesitate to contact me at all times.
Not sure why they cannot collect this “less than excellent” feedback from the survey as well?
You can really hurt hotel’s scores by not giving them the perfect or almost perfect score on those after stay surveys that you sometimes get. If the scores are lower compared to peers, they usually get assessed a fine and timeline to get them fixed (additional training for employees and sometimes expensive service audist).
I have no issue with after stay emails and prompting for any issue that there might have been during the stay. I just don’t like when these surveys are mentioned at all because I know what the ultimate motivation really is – their internal scores.