Problems On Vacation

I do all of the welcome home calls as well as handle all of the after travel issues.

What that means is that I’m the one who finds out first if you had a problem on your vacation.  That also means that I’ll be the one to report back to the tour company and the resort and whoever else needs to be involved in order to get some sort of resolution for you.

In fact, I just handled a bunch of complaints from a group we had about how they were handled at check in at the resort.  They also had complaints about their wedding coordinator, as well as service at the restaurants.  As you can imagine, I was quite upset that the weekend hadn’t been what we’d all hoped.

So, I sent emails to my contacts at the hotel and the investigation was underway.

Today I got an email back from the hotel.  It reads as follows:

“I looked deep into this and we didn’t have registered 1 complaint in our system from any of these guests throughout their stay. I even spoke to their wedding coordinator and she said everything sailed smoothly and she would have known if something was wrong. Overall, they were very happy with the staff, service and food. I also looked into the comments they filled out at check out and was able to find 10 comment cards. (10 suites). I have attached them for you to read,

We sincerely apologize for any inconveniences they may have experienced you know the first and most important thing for us is to try and make our guests happy and have an unforgettable vacation. It`s disappointing to hear that there was unsatisfied guests staying with us, knowing this, we would have done everything in our power to turn the situation around. ”

So, to the hotel it seems like one of two things is happening.  Either they think that I’m overstating the situation and the client isn’t unhappy, or that the client is trying to take advantage of the hotel for some sort of future consideration.  Either way, it doesn’t help us get any satisfaction for our clients after the fact.

Additionally, as the hotel said in their reply, if the hotel had known about the problem they could have taken steps to fix it while the group was still in destination.

So, the bottom line is this:  If you’re having a problem on vacation, don’t wait until you get home to say something about it.  Make sure the hotel knows.  If all else fails, call us from the destination and let us try to intervene.  Don’t wait until you get home.