I was looking to book 3 nights in a really nice, relatively new hotel on one of the Spanish Islands.  It was for the height of summer, so I wanted to plan ahead.

I didn’t need a deal.

I wasn’t fussed about an upgrade.

But I wasn’t prepared to pay more than list price for the room.

Their website proudly displayed ‘Best Rates Always Available By Booking Direct’. Knowing that hotels can pay up to 20% to booking agents, I like to go direct.

And that was my first mistake.

I’ll cut this pre-amble and get straight to it.

After three emails to Reservations, where all I wanted was for them to match the price of Booking.com, I was told: ‘This is our price. If you don’t wish to book, we can easily sell this room in peak season’.

I know you’ll want me to name and shame but I won’t.  I only like to recognise positive experiences.

I started to wonder, if Reservations act like this, then how deep does it go? Housekeeping, Reception, bar staff, chefs, safety?

No problem, I’ll find somewhere else.

I’ve no doubt this summer will be great for them; probably the next, too. Then what?

A lack of deposits in your customer’s emotional bank account means there’s no room for  withdrawals later…  especially when you’re not the fancy, new kid on the block.

It’s possible I’ve made a massive mistake and missed out on a truly great stay. I’ll never know.

Complacency is like rust. By the time you see it, it’s already set in.

Brilliant service is as much about consistency as it is about creating wows.

Be Brilliant!


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  1. May 16th 2019 by Lee Baker

    I’d have booked via booking.com then arrived at the hotel. You get what you want and the hotel does too. I’d certainly have brought this up directly when I arrived though. I’m Feeling the concierges reply was somehow lost in translation

    I’m being kind on my interpretation..

  2. May 16th 2019 by karen butler

    So true Michael, love this.
    Thanks for sharing xx

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