I’ve been writing reviews of green hotels for my ECOnomically Sound http://www.economicallysound.com site and realized that training is a big problem. The lack of training and reinforcement is what keeps promises from being met.
One example is properties that promise a towel reuse program; they need to train housekeepers to honor the guest requests they get. I’d say that of the fifty or so times I’ve asked for my towels to be left for another day, it’s happened once or twice. In some ways that’s worse than not even offering the program because of unmet expectations, expectations created by management.
How many guests mention to managament that they didn’t get what they asked for? One out of ten? One out of twenty? The unsatisfied nine or nineteen people tell others about their experience, hurting your marketing efforts.
What promises do you make that aren’t honored?