Chocolate Pillow | Hotel Advice, News and Opinion
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All Feedback is a Gift

I have written before (many times) about handling feedback on TripAdvisor, but how about dealing with criticism in general? Someone once said to me that 'all feedback is a...

How to respond when things go wrong!

It is not very often that I hear something that changes my ethos on customer service - every day I see hundreds of articles and tips that provide advice on...

How to annoy a receptionist!

Well, it has been a busy few months for me with the starting of a new job and the run up to Christmas but now I have returned with a...

Outbooking – the results are in!

How does overbooking and out booking affect guests? The latest results of an impact survey provide some revealing insights!...

How NOT to sell to people!

I recently began investigating the cost comparison between new car and old car, with particular interest in contract purchasing a new vehicle - oddly, this showed me a lot of...

Dealing with ‘The Riff-Raff’

Every hotel has them - the guests who disrupts every other guests stay, uses foul language everywhere, drinks excessively or is just generally an unpleasant human being. But what happens...

Walkouts – Avoiding the Bad Debtor!

Well, it has been a while since I last posted due to taking a bit of a hiatus from online activity and using my down time to relax (and binge...

Handling TripAdvisor Blackmail Threats

It is beyond doubt that TripAdvisor is the behemoth of hotel and restaurant reviews, but how do you handle the few cases where people blackmail your business with a bad...

Mental Health and Your Staff

This is an article prompted by the recent episode of Restaurant Wars on BBC2 (aired 21st April 2014) - for those unfamiliar with the show, it is basically following the...