This is a Family Hotel.....

Ghoulish Delight · 06-13-2007, 08:17 AM

Quote:

Originally Posted by MouseWife

It was a rude comment, it was a stupid comment. And it isn't a family hotel. Just because it has a pool that is fun? Nope.

If 75% of their guests are families with more than 2 people occupying a room, then it certainly is a family hotel. And if that's the case, they certainly would have proportionately fewer rooms with 1 king bed as that's not what the bulk of their guests want.

Without being there, I can't judge either way the CM's intent with the word "family". I think it's jumping to quite a conclusion when there is a perfectly reasonable use of that that phrasing.

That being said, to me the real mistake is that this person was coming up with excuses instead of trying to make things right. The response should have been, "Let me see what I can do to make this a good stay for you." It should never be, "Oh well, that's the way it is, nothing I can do." Particular choice of words aside, it was bad customer service.

MouseWife · 06-13-2007, 09:45 AM

Quote:

Originally Posted by Ghoulish Delight

If 75% of their guests are families with more than 2 people occupying a room, then it certainly is a family hotel. And if that's the case, they certainly would have proportionately fewer rooms with 1 king bed as that's not what the bulk of their guests want.

Most hotel rooms do have double beds, regardless if they are for family or not. Couples travel together, older families. Groups of people. To help share the cost.

I am taking the comment of 'families' to mean, people with children. See, infliction is a big thing! I took it this way. I don't see the hotel as being a primarily kid friendly place.

But, the comment about how it should not have been said at all is the point. A simple 'Let me see what I can do....' is all that was needed. And, to try and make it right. Some of the desk clerks there that I've dealt with have a lot of attitude, like they are holding the keys to Oz or something.

And, Morri is probably right about the training, watching a video isn't enough. If they even watch.