We continue with the interpretation of services guests receive from hospitality facilities. Consider the extract below.
“We had booked well in advance and had even extended our booking for an additional day only two days before the resort cancelled our booking due to renovation work (note, not emergency repair work). I understand that renovation work is important, but this should be factored into booking availability not just cancel people at the last moment. It has affected our plans at Cape Coast as other accommodation were fully booked with such short notice.” Extract from Trip Advisor 2024
Negative messages:
- Poor planning and communication: Renovation work wasn’t factored into booking availability.
- Lack of consideration: Last-minute cancellation disrupted guests’ plans.
- Inconvenience: Short notice made it difficult to find alternative accommodations.
- Unreliability: Guests’ trust was broken.
Implicit messages:
- Disorganization: Renovation scheduling and booking management issues.
- Prioritization of renovation over guest experience.
- Unclear policies: No clear communication on renovation timelines or cancellation procedures.
Considering myself in this situation, where I have been grossly inconvenienced, I will likely experience frustration, disappointment, and perhaps a sense of disrespect. These emotions will significantly impact my overall perception and satisfaction of the hotel.
Other encounters in hotel facilities and their interpretations by guests follow:
Positive Interpretations:
1. Prompt room service delivery: “This hotel values my time and convenience.”
2. Friendly staff greetings: “The staff genuinely care about my stay.”
3. Clean and well-maintained facilities: “This hotel prioritizes cleanliness and comfort.”
4. Personalized welcome messages: “The hotel recognizes me as an individual.”
5. Efficient check-in/check-out: “This hotel respects my time.”
Negative Interpretations:
1. Delayed check-in: “The hotel doesn’t respect my time.”
2. Unresponsive staff: “The staff doesn’t care about my needs.”
3. Unclean or poorly maintained facilities: “The hotel lacks attention to detail.”
4. Overcharging or billing errors: “The hotel is dishonest or incompetent.”
5. Lack of amenities (e.g., no free Wi-Fi): “The hotel is outdated or stingy.”
Guests often interpret inactions by hospitality facilities negatively. Here are some common perceptions:
Inaction Interpretations:
1. No follow-up on complaints: “The hotel doesn’t value my feedback.”
2. No recognition of loyalty or repeat business: “The hotel doesn’t appreciate my loyalty.”
3. No proactive solutions to issues: “The hotel is reactive, not proactive.”
4. No clear communication on policies or services: “The hotel lacks transparency.”
5. No effort to accommodate special requests: “The hotel is inflexible.” Note: The above could serve as wake-up calls to our hospitality facilities.
Look out for the next article on ‘Communication Barriers’ common among service personnel.
