I need to fly from time to time. I don’t like to fly, not because of the inconvenience at the airport, but because I just don’t like to fly. However, because I need to fly, I tolerate being nickeled and dimed to death. Its just part of the experience.
When it comes to staying at a hotel, however, I am less tolerant.
I stayed at a hotel recently that charged me an amenities fee. The fee was to cover parking, internet service and breakfast, as well as a few other benefits. I would not have minded so much, but the internet didn’t work. It was spotty. Breakfast was OK, but there were restaurants within walking distance that had better fare. As for the parking, while it was convenient to park underneath the hotel, there was more than ample free parking across the street.
I may or may not stay at that hotel again. It depends on what else is available with free internet, free breakfast and free parking available. In fact, if the internet is spotty, but I am not being charged extra I am more willing to tolerate the inconvenience.
Trust begins with the old saw, say what you’ll do and do what you say. Be consistent and honest and customers will come back again and again. Over the course of time, they may even let a few mistakes slide because they know you will fix them.
As for the hotel that charged me for internet, I checked with a few friends of mine who stayed there in January, February and even May. Five months into the year and the internet access, for which the hotel was charging still didn’t work. Guess they don’t want to do a lot of business.
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