A short time ago, I wrote a blog post about my experience with the Courtyard by Marriott Hotel in Bangkok.
In summary, I filled in an online survey in which, on average, I gave them a score of 8 out of 10. Apparently they weren’t pleased with this, and wanted to know what was wrong.
So I wrote back and said nothing was wrong, I just usually don’t give out marks of 9 and 10.
Now they’ve written to me again, asking specifically about what was wrong with their internet.
Here’s my answer:
Hello, Thank you for your email. I have replied to you before to say that I don't have any problems. I even wrote a blog post in which I say that, to me, the average of 8 out of 10 that I gave you in the online survey is great score. I was not unhappy with the internet or any other part of the service or facilities at the Courtyard, I simply don't believe that anyone should give 10 out of 10 in a survey. To me, that is a service benchmark that is impossible to achieve. I believe my only concern was that there was no USB plug in my room. No problems; I always carry adapters and I assume the hotel could have sourced one for me if I'd needed it. I have taken the liberty of copying this response to your Customer Care and PR departments, because I want you to know that I really do appreciate your concern, but I am a satisfied customer. You are doing a great job, please keep it up, Brett Debritz
I appreciate their concern, but I’ve already explained that I’m totally fine about my stay. After doing the survey and receiving, and responding to, two emails, I’m actually starting to feel just a little bit put-upon.
I suppose the bottom line is that if I gave this nice, comfortable, affordable, 4 1/2 star hotel a 10 out 10 (which is what they seem to be fishing for), what score would I give a 6-star hotel?
And what kind of response would I have received if I ranked the hotel 4 or 5 out of 10?
Update: in a way, it reminded me of this Monty Python sketch. (Language warning.)
Downrate them (is that a word?) – what tossers. You give them a good score and they go on with this crap. On the other hand, to give them the benefit of a doubt, perhaps they’re just keen to find out how to improve their service – nothing wrong with that…
If I’m paying for a 6 star hotel and it’s brilliant, I give it 10/10. If I’m staying at a 4.5 star hotel and there’s nothing wrong with it, I also give it 10/10, marking down only if there are faults in the accommodation or service. However, I think it’s a bit rich of them to keep pestering you for reasons. They must know there are some hard markers. Often, I’ve been rewarded with an email from the GM of a hotel which has received a great review, suggesting that I contact them in advance next time, which is a hint of an upgrade. However, we like to try new places and rarely book in the same place twice.