tag:blogger.com,1999:blog-29875741.post1471180880098417668..comments2024-03-09T20:40:14.660+11:00Comments on The BOOT - The Business of Online Travel: EveryYou and Customer Reward: When an upgrade is not the right responseTim Hugheshttp://www.blogger.com/profile/05383381229302650553noreply@blogger.comBlogger8125tag:blogger.com,1999:blog-29875741.post-5438499904277397622010-01-14T14:27:20.886+11:002010-01-14T14:27:20.886+11:00@motella - thanks for comments and nice blog
Re: ...@motella - thanks for comments and nice blog<br /><br />Re: risks of profiling. I agree that some consumers will be nervous but it is happening right now. Consumers are giving up data Facebook that would he unthinkable in terms of privacy risk in the 1990s. Google is customising search results based on past behaviour. All the main OTAs bias the sort order based on profiling etc etc etc<br /><br />Re risk of leaving apartment. This could be mitigated by those swing or chain locks that are on room side of most doors in most hotels. The type that do not infringe fire safety but cannot be reached by a child. <br /><br />Re the window - I agree with you on code violation but I have since look at the outside of this complex and it seems that the whole complex has the push out window - very strange.<br /><br />thanks for detailed remarksTim Hugheshttps://www.blogger.com/profile/05383381229302650553noreply@blogger.comtag:blogger.com,1999:blog-29875741.post-66765136573249056182010-01-14T13:11:41.404+11:002010-01-14T13:11:41.404+11:00As consumer I am somewhat miss trusting of a compa...As consumer I am somewhat miss trusting of a company profiling my wants, needs and desires. One of the reasons for this is that I would like to think that I know what I want and are able to clearly articulate this.<br />Another reason is that I am probably like many consumers that will change my hotpoints on a regular basis due to fashion my mood etc and like options put in front of me as opposed to someone second-guessing my needs.<br />As an accommodation provider, I am often surprised at the different sleeping arrangements that some families have. The upgraded apartment you were offered would suit many families but clearly not others.<br />There is a risk of a child leaving any apartment unknown to the parents no matter the layout. This risk can depend on the parents and child, however I concede that the two levels does exasperate this. This can be resolved with a simple child proof device (we have them at our property). <br />The opening window in the study seems to me to be an unfortunate building violation?<br />So ignoring that - should this apartment have been offered to you? <br />I still think it should have - however the layout should have been clearly spelt out to you before you entered the room. <br />When you negotiated your long-stay you agreed on a room-type and tariff that you were both happy with. I trust that the tariff negotiated was in fact your "reward". <br />I suspect the future load at the apartment complex dictated that this upgrade could be offered at little opportunity cost and some credit needs to be given to the accommodation provider for identifying this and giving you the opportunity.<br />It is unfortunate that because this option was not suitable to your needs, human nature dictates that in this situation you may have wanted another added value item gratis as an assumed “compensation”.motellahttps://www.blogger.com/profile/14597496432328956217noreply@blogger.comtag:blogger.com,1999:blog-29875741.post-58770643739392653012010-01-13T08:27:34.633+11:002010-01-13T08:27:34.633+11:00@Anon - good points. Thanks. Yes they knew that I ...@Anon - good points. Thanks. Yes they knew that I had children coming and the agesTim Hugheshttps://www.blogger.com/profile/05383381229302650553noreply@blogger.comtag:blogger.com,1999:blog-29875741.post-58094137684666251272010-01-13T06:50:29.446+11:002010-01-13T06:50:29.446+11:001. Thee is no empowering today at front desk, all ...1. Thee is no empowering today at front desk, all operators from the big chains to the little ones have this idea that saving money by NOT training staff nor giving them trust has negative bottom line savings....<br /><br />Also the tools and systems from the PMS side are also poor in capturing and centralizing this data as well.<br /><br />But... did you advise you have small children pre-checking ?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-29875741.post-66364164635658936682010-01-11T20:53:39.318+11:002010-01-11T20:53:39.318+11:00Frontline customer service reps should have the ab...Frontline customer service reps should have the ability to put themselves in others shoes and make logical decisions based on their specific needs. I'm not sure if this is a skill that you either born with or not, but it seems to be so hit and miss these days. <br /><br />Shame they blew it so badly.Grayum_ianhttps://www.blogger.com/profile/16648190377946183576noreply@blogger.comtag:blogger.com,1999:blog-29875741.post-46077970401773445072010-01-11T14:29:12.939+11:002010-01-11T14:29:12.939+11:00@Anon2 - so simple an so true@Anon2 - so simple an so trueTim Hugheshttps://www.blogger.com/profile/05383381229302650553noreply@blogger.comtag:blogger.com,1999:blog-29875741.post-44101674853220219062010-01-11T14:24:57.041+11:002010-01-11T14:24:57.041+11:00A quick conversation with the guests would also he...A quick conversation with the guests would also help here...along the lines of "Sir, is there something we can do to make your stay more comfortable, for instance...an upgrade, or free parking, or..." and let the customer tell you how to best meet their needs. A little communication goes a long wayAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-29875741.post-64395859596697996842010-01-10T21:47:52.214+11:002010-01-10T21:47:52.214+11:00Couldn't agree more with you.
The frustrating ...Couldn't agree more with you.<br />The frustrating fact is that these considerations are actually easy to make for the staff.<br />we'll get there one day, I hope.Anonymousnoreply@blogger.com