Chocolate Pillow | My Rants
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My Rants

TripAdvisor – hoteliers, it’s time to stop the excuses!

I know full well that as I type this, I am about to bring on the wrath of almost every hotelier out there, but I for one am sick to the back teeth of hearing hoteliers create excuse after excuse after elongated drawn out over-explained...

Are we ever more than statistics? Mine and My husbands story

I have worked for many years in Hospitality, and have been a contributory member of society for most of my life, but sometimes things happen that make you wonder if you as a person actually matter. For several years my partner has battled depression, anxiety and...

The Myth of the Difficult Customer

Many of you will be in a position to understand the 'difficult' customer and just how draining they can be; but does such a thing as the 'Difficult Customer' actually exist or is this just a Customer Service Myth? I recently had cause to think about...

How to manage overbooking… properly!

I have written many an article that slanders overbooking and how detrimental this can be to a hotel's reputation.  But there are some positives to it too...

Handling Negative TripAdvisor reviews

So you put your heart and soul in to giving someone a nice stay, and then three days later their review comes in on TripAdvisor as one out of five, and a long list of complaints - what do you do? It is expected for every...

Customer grades – discrimination, elitism or common sense?

Today, I walked in to the Halifax branch I normally used, went to the counter to deposit cash, and was informed that my account did not allow cash deposits at the counter - I had to use the self-service machine.  I further enquired about what...

Did media and greed kill hospitality during the Olympics?

I saw an interesting article earlier today on BigHospitality which reported that visitor numbers were down during the Olympics 2012 - the Office of National Statistics reported that there were 5% less international visitors than the same time last year, with International Visitors numbering just 590,000...

When morals met money…

Here I go again - this time I look at the morality of situations in hotels and have a look at how business and moral issues effect the guest experience, in particular, with overbooking!...

Why your service really isn’t as bad as some people say!

Hi again all; well it is 2 weeks today that I head off on my Bali adventure, jetting off around the world and hopefully experiencing some of the best service that hospitality industries have to offer - or then again it could be that the...