Real-Time Marketing and PR by Scott David Meerman

Author:Scott, David Meerman
Language: eng
Format: epub
Publisher: Wiley
Published: 2010-09-27T16:00:00+00:00

Why Should I Help You?

Each year I travel all over the world, speaking to business audiences about the types of ideas you’re reading here. That means I stay in a heck of a lot of hotels—40 or more a year. And because I do my own reservations online, I’m in an excellent position to observe how hotels communicate with customers after reservation are made.

Nearly all hotels send confirmation by email soon after the booking is made. And a few send reminders a week or so before check-in. Typically, that’s all I get before a stay.

Many hotels, though, bug me after a stay to request that I fill out a survey about my experience. I received this email, ostensibly from Rakesh Sarna, a Hyatt executive, as I wrote this chapter:I would like to take this opportunity to thank you for your stay with us at Grand Hyatt Mumbai from February 07 to February 11. We were delighted to have you as our guest and hope that your stay was most enjoyable.

Recently we invited you to complete a short survey regarding your stay. As a valued Gold Passport Member, we would be most grateful if you would take the time to provide us with your valuable feedback. This will be most helpful in assisting us to continue to refine and improve our level of service.

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