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So when a guest checks out, they get sent a survey to fill out. Most are overwhelmingly positive, many offer actual constructive feedback, and others...well...
The last straw
SC: "I asked for a duvet and a card table. We were given a duvet but we did not get a card table. We did get a small banquet table but I was very disappointed you didn't have an actual card table. It gave a bad feel to the evening."
I would like to note that The Resort has a pool, tennis, racquetball, volleyball, ping pong, dozens of board games including Risk and Candyland (hell yeah!), a spa, a restaurant, and two golf courses, but the fact that we lack a card table means we must be the lamest resort ever! Note also that the guest still got an extra table delivered to play cards on, just not a dedicated card table, which simply ruined the evening.
I don't want your accessible room!
SC: "I was in a room with an accessible bathroom. I understand it was a busy weekend but it felt like I was in a hospital and I feel those rooms should be used only for people who need them. You shouldn't put able-bodied guests in accessible rooms. Most people don't need them."
Okay, but then you get...
I want your accessible room!
SC: "Your bathrooms are tiny! You should ask guests at check-in if they need accessible rooms. I would have liked to have had one!"
Because asking for one when you book is so much of a burden, we should ask each and every single guest if they require an accessible room.
It really is...
SC: "I had to ask to have a fridge delivered. It was delivered promptly but I've never had to ask for anything like that before. It was awkward."
Further evidence that speaking up and asking is hard, I tell you!
One kitchen to rule them all...
SC: "You shouldn't have different names for the restaurants. It all comes out of the same kitchen. I don't know what [golf shop grill] even is, but I probably ate there. It's all the same, so why pretend they're different?"
He almost has a point, except right now we only have one restaurant open at the resort. The other two are out at their respective golf courses, the closest of which is five minutes away and very much has its own kitchen. Unless he thinks we bus the food out there. And there's no way he ate at [golf shop grill]...that's at the far golf course almost 15 minutes from The Resort. You would know if you ate there, trust me.
Furthermore, we actually have two kitchens at The Resort. Granted, once our second on-site restaurant opens up, they'll be coming out of the same kitchen for the most part (the second kitchen is primarily for banquets/catering), but I find it funny that he assumes he knows how many kitchens we have. (We're likely getting a third one soon, too, for a third restaurant.)
Least helpful comment ever
(Response to the survey question "How would you improve our service?")
SC: "It's not my job to tell you how to fix your service!"
Well no, it's not. That's why the survey is voluntary. But thanks for the oh-so-helpful feedback.
The last straw
SC: "I asked for a duvet and a card table. We were given a duvet but we did not get a card table. We did get a small banquet table but I was very disappointed you didn't have an actual card table. It gave a bad feel to the evening."
I would like to note that The Resort has a pool, tennis, racquetball, volleyball, ping pong, dozens of board games including Risk and Candyland (hell yeah!), a spa, a restaurant, and two golf courses, but the fact that we lack a card table means we must be the lamest resort ever! Note also that the guest still got an extra table delivered to play cards on, just not a dedicated card table, which simply ruined the evening.
I don't want your accessible room!
SC: "I was in a room with an accessible bathroom. I understand it was a busy weekend but it felt like I was in a hospital and I feel those rooms should be used only for people who need them. You shouldn't put able-bodied guests in accessible rooms. Most people don't need them."
Okay, but then you get...
I want your accessible room!
SC: "Your bathrooms are tiny! You should ask guests at check-in if they need accessible rooms. I would have liked to have had one!"
Because asking for one when you book is so much of a burden, we should ask each and every single guest if they require an accessible room.
It really is...
SC: "I had to ask to have a fridge delivered. It was delivered promptly but I've never had to ask for anything like that before. It was awkward."
Further evidence that speaking up and asking is hard, I tell you!
One kitchen to rule them all...
SC: "You shouldn't have different names for the restaurants. It all comes out of the same kitchen. I don't know what [golf shop grill] even is, but I probably ate there. It's all the same, so why pretend they're different?"
He almost has a point, except right now we only have one restaurant open at the resort. The other two are out at their respective golf courses, the closest of which is five minutes away and very much has its own kitchen. Unless he thinks we bus the food out there. And there's no way he ate at [golf shop grill]...that's at the far golf course almost 15 minutes from The Resort. You would know if you ate there, trust me.
Furthermore, we actually have two kitchens at The Resort. Granted, once our second on-site restaurant opens up, they'll be coming out of the same kitchen for the most part (the second kitchen is primarily for banquets/catering), but I find it funny that he assumes he knows how many kitchens we have. (We're likely getting a third one soon, too, for a third restaurant.)
Least helpful comment ever
(Response to the survey question "How would you improve our service?")
SC: "It's not my job to tell you how to fix your service!"
Well no, it's not. That's why the survey is voluntary. But thanks for the oh-so-helpful feedback.
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