RE: Could have done with a few8 Nov 2018 10:53
Some issues I have experienced and believe staff training requires examination as does customer awareness.
Have used different Inns in various parts of the Country, most are smart, some require serious re-vamping, are dowdy and shabby. At one relatively modern Inn in the Midlands, the room was clean, tidy and comfortable until I go into the bathroom. The toilet had clearly not been cleaned or checked before occupation. I informed the Receptionist, who was very good and immediately completed the cleaning. The young lady was most apologetic and I did feel sorry for her....she should not have been put in that position. Am sure another Guest would not have been so generous.
On another occasion when arriving at an Inn in the South and after a long journey, found myself waiting several minutes for attention from the Receptionist who had a dual role ( Bar attendant) and was more concerned about personal chatter at the Bar.
I have had good experiences at Marston's Inns, the issue being Bad experiences will always resonate within Customer's minds especially with the use of Social Media.
I do hope Marstons are not out-growing it's ability to provide a 1st Class service in every area and have secret customers who are reporting back issues which prevent bad press.