The first critical incident that led to the ultimate dissatisfaction of the two customers occurred before they had even arrived at the hotel. However they were to feel dissatisfied a lot later. When the two customers arrived at the airport the valet attendant advised them about the valet service charges. The attendant then transported the customers to the hotel in a luxury limousine. The two customers were on a budget and unaware that alternative cheaper service existed. Had they known about the alternative cheaper taxi service they would have choose that instead, and saved a considerable amount of money. They found out about this later when the the lady at the reception inadvertently revealed to them that alternative cheaper valet service existed. At first they thought that they might have been “fleeced.” But ultimately they wrote it off as bad luck and moved on. But the point is that they customers were kept in the dark. They weren’t informed that alternatives existed. They weren’t given a choice. And when they found out that a choice existed they became instantly dissatisfied. The management needs to understand that whatever small profit it was able to make by the luxury limousine service will be more than offset by dissatisfied customers. The hotel might have profited in the short run but in the long run this type of philosophy will prove detrimental.
The second incident which caused the customers discomfort was when they asked for a complimentary umbrella. The hotel had no complimentary umbrellas. In fact it wast part of the hotel policy to stock them. However the customers weren’t informed of this. Instead they were told that all the umbrellas were out on loan on account of the bad weather. The customers trusting in the good intentions of the staff believed this. However keeping in mind the likely hood of the bad weather continuing they put in a request for the booking of two umbrellas. The staff noted the request of the two customers. The staff didn’t inform the customers that they would never receive the umbrellas because they in fact didn’t have any. So every day the customers asked for the umbrella and everyday they were turned away. Never once were they told not to wait or to make alternative arrangements. Every single day the customers were lied to and mislead. Ultimately the staff conceded that the umbrellas didn’t exist. This revelation should have caused the management to try and make it up to the customers in any way possible. Instead the hotel didn’t offer an apology. They further caused dissatisfaction by advising the customers to buy the umbrellas from the hotel outlet. Therefore, no apology and an attitude that says. Help yourself, we won’t.