Many hotels are offering lower rates for pre-paid, internet booked reservations. We used one and booked for a vacation weekend in Atlanta. Due to a variety of reasons, we found ourselves unable to get down on the original flight on Friday night. After changing our flight at the airport, we made the call to the hotel. The woman at the hotel was calm and professional, a refreshing change after a harried attempt to catch our flight. When we explained that we weren't coming in on Friday night, she looked up the reservation and apologized that since it was a pre-paid rate, there was no possibility for a refund, but....
That but represents the difference between good customer service and normal customer service. The woman at the hotel told us that we would not be able to receive a refund, but she would check us into a room as we were on the phone so that no matter what time we arrived, we wouldn't have to waste any time at the front desk. All we would have to do is stop by and pick up our keys and head up to our room. This alleviated any stress about losing the room or having to deal with another hassle, our room and our beds were waiting for us.
This is an example of great customer service. The hotel already was paid for the room so they weren't losing any money by checking us in, but it gave us peace of mind. It didn't save us a great deal of time, but it was one less hassle in a stressful day and the woman recognized that and helped us out. Everyone involved won here. We were made to feel valued and as a result, we stay in the same hotel every time we travel to Atlanta. This is a fine example of an associate paying attention to the customer and finding out how to fill a need whether it was real or perceived.
VUVQCZ8MZ488That but represents the difference between good customer service and normal customer service. The woman at the hotel told us that we would not be able to receive a refund, but she would check us into a room as we were on the phone so that no matter what time we arrived, we wouldn't have to waste any time at the front desk. All we would have to do is stop by and pick up our keys and head up to our room. This alleviated any stress about losing the room or having to deal with another hassle, our room and our beds were waiting for us.
This is an example of great customer service. The hotel already was paid for the room so they weren't losing any money by checking us in, but it gave us peace of mind. It didn't save us a great deal of time, but it was one less hassle in a stressful day and the woman recognized that and helped us out. Everyone involved won here. We were made to feel valued and as a result, we stay in the same hotel every time we travel to Atlanta. This is a fine example of an associate paying attention to the customer and finding out how to fill a need whether it was real or perceived.
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