Both guests and hoteliers have the same goal in mind: a great hotel stay.

On the surface a hotel may just be a ‘place to sleep,’ but in truth it
is much more than that. It’s a place of intimacy and privacy. It’s a
place where customers must have absolute confidence in their
surroundings to feel as comfortable as they do in their own home.

Also, aside from feeling at peace, guests seek their expectations to be
met or exceeded. Hoteliers, meanwhile, are looking to earn a fair
profit while simultaneously winning that customer’s future business.
However, without developing trust first, nothing else matters.

Trust propels decision-making, trust allows people to embark on new
experiences, and trust is the core relationship fundamental. Without
it, folks, we’ve got nothing. But fostering trust is a lot more than
just slapping a brand on the front door as proxy for a real promise.
It’s a series of already met assurances and pledges. 

So how is a hotel supposed to build upfront trust about the level of
service and guest experience that can be expected at a property?
GuestRights founder Carl Schneider thinks he has the answer.

This week GuestRights unveiled its Guest Bill of Rights, a list of the
top 10 customer service principles its creators feel a hotel should
guarantee whenever someone stays at a hotel. The idea is simple: a
straightforward list of promises that imbues guests with confidence
that the hotel they booked will provide the experience they expect.

The hope is hoteliers will adopt this system as a third-party
verification that a guest can rest assured their stay will be smooth,
and if any problems do occur they will be resolved accordingly.

“I am a frequent traveler myself and had my share of problems with
hotels. And I realized some handle problems better than others,” said
Schneider. The idea came to him on a family vacation at a major resort
on the Big Island in Hawaii. A predominant reason he booked that trip
was because of the hotel’s four hot tubs. But upon arrival all were
broken and it cast a pall over the trip.

He felt they made a promise in their sales collateral and felt
snookered. “It occurred to me that something like a Guest Bill of
Rights should be something hotels should honor and uphold,” he said.
“We feel the guest bill of rights is going to provide guests with
quality assurance and peace of mind. Hotels can set themselves apart
but they can also show their guests they will make all good faith
efforts to make their stay as enjoyable as possible.

“These are common sense principals, nothing someone hasn’t thought of
before, but I put in a set of standards so guests can know what to
expect,” he continued.

The most important of the ‘rights’ is that “Guests have the right to
guaranteed reservations,” and “Guests have the right to clearly stated
prices and policies.”

One of the biggest points of discontent expressed by guests is hidden
fees. Many simply don’t feel they’re adequately disclosed and it
creates a negative guest experience while increasing the odds the hotel
has lost that guest forever.

“Hidden fees are becoming big in the airline industry and I hope it
doesn’t become common. Resorts have questionable fees, too. Many fees
are like a test to see if [guests] are paying attention. Most hotels
will take them off if you bring it to their attention, but you
shouldn’t have to. If they are clearly stated and the guest has had a
chance to agree and disagree then it is fair. It is OK to charge what
you want but it needs to be clearly disclosed,” said Schneider.

Guaranteed reservations are another point of contention. Schneider
feels many guests feel shafted when a specific room type they reserved
is not available. “If you reserve an ocean view room you should get an
ocean view room. I realize something occasionally unavoidable happens,
but hopefully the hotel will do something to make it right,” he said.
“Rate, reservation type, discounts and any extra amenities should be
honored.”

Schneider also said each of the Rights was written to be appropriately
vague to make it easy for all hotels – no matter their classified
category — to be able to agree to them. But they still set standards
for what a guest should expect.

1. Guests have the right to guaranteed reservations.
Reservations will include room type and will be available at the rates
quoted. All approved discounts and other offers will be honored. Rooms
will be ready at the stated time of check-in.

2. Guests have the right to clearly stated prices and policies.   
There will be no hidden fees or charges. Basic amenities will be
offered at no extra charge. Prices for food and all additional products
and services will be reasonable.   

3. Guests have the right to clean hotel rooms.   
Rooms will be regularly cleaned and kept to the highest standards.   

4. Guests have the right to well-maintained hotel rooms.   
All features, amenities and utilities will be in good working order.
These include all televisions, lighting, electrical, plumbing, heating
and air-conditioning (where appropriate), among others.   

5. Guests have the right to clean and well-maintained facilities.   
All advertised features and amenities will be in good working order and
available for guest use. Restaurants, grounds, and other common areas
will be well-maintained and clean.   

6. Guests have the right to a satisfying dining experience.   
Food will be fresh and well-prepared. Restaurant and room service will be prompt and courteous.   

7. Guests have the right to be safe and secure.   
Reasonable measures will be taken to provide a safe and secure environment for guests and their belongings.   

8. Guests have the right to be treated with the utmost respect.   
Staff members will be well-trained and will make every effort to
respond to guest inquiries accurately and in a timely and courteous
manner.   

9. Guests have the right to have all reasonable requests honored.   
If a room is unacceptable to a guest for any reason, a good faith effort
will be made to move the guest to a room that meets the guest's satisfaction.
Efforts will be made to satisfy every guest in all other areas as well.   

10. Guests have the right to have all complaints properly addressed.   

A good faith effort will be made to promptly resolve all complaints and
customer service issues in accordance with generally accepted good
hospitality practices and to the satisfaction of the guest, whenever
possible.  

By: Glenn Hausman

Source: Hotel Interaktive