Saturday, December 03, 2016

How to upset customers

I really don't like something I've noticed recently when staying in hotels. Not only do I not like it, it's absurdly bad marketing and customer relations.

Room service meals now have a delivery charge added to them as a separate item.

Oh come on! That's like a restaurant charging for the waiter to bring your meal from the kitchen to your table.

I worked in hotel marketing for years and we would never have done that.

If you want to up the price, for heavens sake just add it to the cost of the meal. Don't infuriate the guest by showing meal delivery as a separate cost.

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