If you saw my tweets last night you probably saw how frustrated I was. My\u00a0experience\u00a0last night is a lesson in how to provide bad customer service, courtesy of the Sheraton JFK airport.<\/p>\n
Let me share the story with you so if you’re running a hotel, you can avoid this pitfall<\/p>\n
I arrived at the airport shuttle location at JFK (Federal Circle) \u00a0at 10:40 pm last night after being awake for 24 after a very long day and international flight. I called the hotel and requested the shuttle. The operator said if it wasn’t there in 10 minutes to call back. And so it began.<\/p>\n
I called back shortly after 10:50pm. I called again at 11:15pm. I called again at 11:30pm. Each time I was told that it had been dispatched and they didn’t know where it was.<\/p>\n
At 11:45 the Hilton, not the Hilton Garden Inn (this is important later in the story), the Hilton bus driver, on his fourth pass, offered to drop me at the hotel. I said the Hilton, yes, the Hilton hotel bus driver, who had passed me several times, offered to drive me.<\/p>\n
I arrived at the hotel at 11:50. It took less than 5 min from the shuttle area to the hotel. Why couldn’t the Sheraton shuttle find its way there in over an hour?<\/p>\n
The front desk agent told me that it was because of road construction. Really? The Hilton, Doubletree, Holiday Inn\/Best Western and Hilton Garden Inn bus each passed 3 or 4 times.<\/p>\n
Then, to my surprise, I was told for the first time (yes, for the first time) that I could have taken the Hilton Garden Inn bus, which passed me 4 times – and in fact, had pulled up within 5 minutes of my arrival at the shuttle area. Why didn’t anyone tell me that when I called? Why didn’t the bus driver ever say that as he passed. Why didn’t the bus have a sign on it? \u00a0All very bad examples of customer service.<\/p>\n
The front desk agent did comp some Oreos and band aids, so that was very nice of him.<\/p>\n
There isn’t anything more frustrating and annoying than being given bad information or no information. \u00a0This is a person’s first\u00a0experience\u00a0 in many cases, with the hotel. What a horrible impression.<\/p>\n
As for my stay at the hotel, well, it left a lot to be desired – but I’ll leave that for another post about dirty hotels.<\/p>\n
So, if you operate a hotel, and happen to be reading this, please, please educate your staff. Make sure those who answer calls can provide accurate information. Make sure your guests have a better first impression than this.<\/p>\n","protected":false},"excerpt":{"rendered":"
If you saw my tweets last night you probably saw how frustrated I was. My\u00a0experience\u00a0last night is a lesson in how to provide bad customer service, courtesy of the Sheraton JFK airport. Let me share the story with you so…<\/p>\n","protected":false},"author":2,"featured_media":3735,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"image","meta":{"_mi_skip_tracking":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"jetpack_publicize_message":"A Lesson In How to Provide Bad Customer Service - Courtesy of @SheratonJFK","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[91,742],"tags":[242,743,184,751,352],"jetpack_publicize_connections":[],"yoast_head":"\n