This vignette illustrates how NOT to do customer service! We aren't left as raving fans of the hotels service. The moment by moment
decisions the assistant manager made were reactive, not responsive; and even the final upgrade offer didn't achieve the primary objective. ”
Unfortunately this seems to be a major issue with a lot of hotels. Over the years me and my better half have been fortunate enough to stay in plenty of nice hotels, and have also done plenty of Premier Inns. But being honest, I think I've been more disappointed with 5 star hotels, and more impressed with Premier Inns.
We've had a catalog of issues, Credit Card getting scammed from a well known London hotel, another ran out of bread for breakfast We've had quite a few ropey meals, poor service, badly trained noisy staff, more interested in last nights Eastenders. We've had faults in rooms, tired rooms in dire need of TLC, broken taps, leaking toilets, problems with windows, unsympathetic reception staff who need authorisation from a manager who is unavailable.
There's also been a few great ones, and when customer service is done right, and not reactive as stated, it's a refreshing change.
Yet by contrast, on the budget side, since having kids we've stayed in quite a few premier Inns, the last one a few weeks ago one by the London Eye. Price doesn't get any better for the location, but more importantly I know what we'll get. The room will be tidy and comfortable. It's no thrills, but the staff are still 100% switched on, and who ever is manning reception is fully qualified to deal with any gripes or grumbles.
On this occasion we were next door to a noisy heating unit which clattered for about 30 minutes at 22.00. Not late, but was worried it would disturb the kids. Within 10 minutes, issue sorted and a nights stay refunded under their good nights guarantee. No arguments and no stress.
Premier Inn have been spending a fortune marketing and honing their message, but having stayed in a number of their hotels around the country, I think they've got the customer service model spot on.