I recently had a problem with a hotel group, nothing major but very frustrating. I had stayed at one particular property and my loyalty programme points weren’t allocated. Not a big deal, but I did want to use these points for accommodation on a holiday I have planned in the near future.
Anyway, I emailed the property regarding the missing points – no response. I found the loyalty programme contact email address (which is based in the USA) and sent them an email – no response. Frustrated, I put my complaint on twitter – and straight way I received an apology tweet asking me to send my details to them directly. The problem was resolved immediately.
I have experienced this a number of times now – particularly with larger companies. No response from the more traditional forms of communication, but immediate response from a tweet. From now on, this is going to be my first port of call, not my last resort. It is a shame to take it public, but what choice have we got if we don’t get a response from other mediums.
Think “UNITED BREAKS GUITARS” – the You Tube clip from the musician who had his guitar smashed by United Airlines baggage handlers that has had millions of views. Imagine how easily that issue could have been resolved?