Hotels offer guaranteed no-show agreements, room type and preference guarantees, and best available rate guarantees to attract customers. Some hotels also offer a satisfaction guarantee, refunding the cost of the entire stay if the customer is not satisfied. Customer service is key in gaining a competitive edge.
When hotel guests book rooms, they can often be assured that their rooms will be available, even if they arrive late. This type of hotel guarantee, also known as a “guaranteed no-show,” is an agreement between the hotel and the customer that a room will be booked and held until the customer arrives. In this agreement, the hotel holds the room and the customer’s credit card will be charged regardless of the stay in the room.
One caveat in the room guarantee policy is that the hotel may actually choose to sell the room to more than one guest. If the hotel sells the room and the guest shows up, the hotel is responsible for paying for another room. The hotel will attempt to accommodate guests by locating another room in a similar hotel within the area.
Over the past decade, the hotel industry has expanded the hotel guarantee agreement to include more features. Many hotel chains offer a guarantee on room type and room preference. This type of guarantee guarantees the customer to receive a specific type of room with particular comforts. This includes preference for smokers, bed types, and features like whirlpool tubs and floor preference.
Within the hotel industry, there are thousands of hotel chains and brands. The hotel guarantee process is typically used by large chains to gain a competitive advantage by providing better customer service. The more the hotel can vouch for, the more likely a customer will try that brand.
There are several ways to make a hotel reservation. These include using travel agencies, customer service centers and internet websites. Many hotels with the guarantee of the best available rate. This hotel guarantee assures the customer that the rate shown is the best available rate. Since hotel rates change throughout the day, the Best Rate Guarantee is based on a specific date and time.
Many hotels now offer a satisfaction guarantee. This is a broad guarantee based on the general conditions of the hotel guest experience. The 100% satisfaction guarantee is usually based on the quality of the room, customer service and the general environment of the hotel. If the customer is not completely satisfied, the cost of the entire stay will be refunded.
Customer service is the primary method of gaining a competitive edge in the hospitality industry. Hampton Inn® hotels were one of the first hotel chains to offer a hotel satisfaction guarantee. They have been running this policy for more than a decade. Now many other chains are also offering the satisfaction program.
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