I’d like to share a few tales from my recent travels. If you travel as much as I do, you probably have a few of your own. I’d love to hear them!
- Checking in at a big brand hotel one night the desk staff informed me that “they” upgraded my room. Yes, he actually used the word “they.” I wanted to peak into his screen and see if there was a wizard in there. Who is “they?” His comment left him disassociated with his hotel and his guest. I wondered if this culture of “us” and “them” has manifested itself in other areas of the hotel.
- “Ms. Francis we have an amenity for you…” said the hotel staff at my door handing me a card and a wrapped box. I’ve always had a pet peeve with hotel staff using the word amenity to describe a perk or a gift. It makes no sense, and is a perfect example of an inside word being used as an outside word…with detriment. The definition of amenity is “a desirable or useful feature or facility of a building or place” The hotel spa, gym and pool are amenities. The gift you are delivering to my room from the meeting planner is not. It is a gift. This might be a simple mix up in definitions, but it’s important to always be clear and precise when speaking with your customers.
- It’s rare that you get to stay in a brand new hotel that was recently built from the ground up six months earlier. I’ve had 3 such occasions in my past 15 years of traveling. The Four Seasons in Orlando is one of those rare treats. If you are heading to Orlando for business or pleasure, treat yourself. It’s worth it!
- Vueling cancelled one leg of my flight 2 weeks before departure and didn’t send us any notifications. We only caught it because my operations manager Casey was doing a routine double check of my upcoming itineraries and noticed the flight gone. At least North American carriers have the decency to re-book you on another flight when they cancel. We had to fend for ourselves. Don’t abandon and leave your customers when they need you most!
- Sixt Car Rental provides the most consumer friendly service with the nicest (almost exclusively German) cars.
- Orlando airport needs to fix their security checkpoints. It’s beyond dysfunctional. Here’s a hint: create some jobs, add more lines!
- How do you feel about Uber X? I’m undecided. The convenience and cost are beneficial. The unregulated cars drivers and service are a concern for me. Am I making a big deal out of nothing?
- I checked into the best hotel in town in Grade Prairie Alberta, and they put me on their exclusive women’s floor. Is that reason enough for concern?
- I had 7 flights in 5 days on Air Canada last week and they all ran on time with excellent service. It’s no wonder I am a huge fan!