- Best Hotel: Mandalay Bay in Las Vegas
The Hotel is situated in Las Vegas Boulevard south is one of the
finest hotel I have been to. The hotel offered 5 swimming pool and
lazy river which was completely free for hotel guest.
List of best practices:
- Clearly state services for customer: Mandalay bay hotel
provided list of services which it offers to customer. It did not
backdown on any services.
- Offer hidden surprises: Mandalay bay had not promised free
complimentary breakfast on first day for guests, but it did provide
it. This surprised me a lot.
- Clean & hygiene rooms: Hotel offered clean and hygiene
rooms. There was separate washed towels for new guests.
- Guide for city travel: Hotel helped us in hiring guide for
local trip. This impressed me a lot. Manager was so co operative
that they made me feel that I was in home.
- Help desk: Hotel had separate help desk were I could find all
the required help. Help desk had all information about required
right from hiring cab to places to visit. Help desk representative
was so co operative that she helped us in planning my entire trip
in nice tidy way.
- Worst hotel: I would not like to name
List of practices which hotel should have had to address
problem:
- Customer centric manager: Hotel manager is first person to
interact with customers about problems faced by them. When manager
sits in his cabin and never interact with customer, it sends bad
signal to customer.
- Clear service policy: Hotel should spell all the service
offered by it. When I was in the hotel I was promised with free
access to gym but when I tried going receptionist said that gym was
closed for renovation. This would bring the hotel brand down. It
should clearly state about availability of service during time of
booking.
- Properly trained receptionist: receptionist should be properly
trained to handle customers. This will solve most of the problems
before escalation.