Waiting For Hotel Info? Get In Line!
Ever send an e-mail off to a hotel asking whether you can check in early or some other question and never hear a peep back?
Apparently you're not alone. Twelve percent of the e-mails travelers send to hotels are ignored, according to a study just released by the Customer Respect Group (CSG). The CRG, which rates how various industries treat their online customers, researched how the top 14 hotel chains treat travelers who book rooms online. Although the number of travelers who research and book hotels online is rapidly increasing, their online interactions with hotels are apparently not improving, by CRG's account.
Among the most interesting findings:
1. In general, the chains surveyed did not fare well in communicating one-on-one with potential guests. In overall responsiveness to online queries, the hotels scored 5.7 on a 10-point scale.
2. In terms of quality, only 57 percent of the responses hotels made to guests' online queries were found to be very helpful.
3. The hotel groups that scored highest in the survey were, in this order: Hyatt, Marriott International, Intercontinental Hotels, Starwood Hotels and Wyndham Hotels.
The survey made me recall the many frustrations -- from incorrect information on bed sizes to directons from the airport -- I have faced trying to book rooms online. Can any of you suggest ways that hotels can improve the online booking experience?
By Gary Lee |
April 26, 2007; 10:02 AM ET
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Posted by: Barbara Player | April 30, 2007 8:47 PM
You can e-mail Gary Lee directly at leeg@washpost.com
Posted by: Gary | May 1, 2007 11:09 AM
What would be really helpful would be a hotel room schematic like the airline seat selector, so you could find a vacant room and see where it is in relation to the elevator, stairs, ice machine, whatever. It could even show shower or tub/shower, and number of beds and relative size, like the cruise ships do.
Posted by: Carole | May 2, 2007 2:07 PM
The comments to this entry are closed.
I am a fellow Tulsa Oklahoman and I've been trying to contact Gary Lee regarding resorts suitable for family reunions near Tulsa, OK. Regret having to use this method on a different topic but I know no other way to contact Gary. You may e-mail your response. Thanks.