This is the third in a series of posts about a customer experience I had at the Atlanta Marriott Downtown earlier this week.
First post here: A Night At The Atlanta Marriott Downtown
As the warden said in the movie, Cool Hand Luke, “What we’ve got here is failure to communicate.”
Here’s an e-mail from the general manager which arrived in my in-box this morning. (Bold font my emphasis.)
First, I would like to apologize that you experienced the inconvenience in trying to print the boarding pass. Our boarding pass computer is complimentary, but currently out of service due to a connectivity problem. That is the reason for the “Out of Order” sign. Our intention was to lead guests looking to use this service back to the front desk where we allow printing from the desk computers complimentary. Obviously, this did not lead you in that direction, and instead lead you to our business center computers. I apologize for this. At no time is it our attempt to charge for this service or mislead our guests.
We will replace the signage to try to be more clear in leading our guests to the front desk for complimentary service.
The hotel is highly dedicated to customer service, and we feel this is our strength. Based on that, I would be very pleased if you had time to go over the rest of your stay with me so that I may make sure that your stay was satisfactory and pleasant. Feel free to contact me through e-mail or by calling my cell phone at xxx-xxx-xxxx for further discussion of the boarding pass issue and your entire stay.
Thank you for your input and time,
With my most sincere apologies,
So it looks like the problem was caused by poor signage and a poor initial response from the clerk on the night shift.
I compliment the GM on his fast response to the problem. Note he outlined the steps he would take to prevent the situation from happening again. You could use his e-mail above as a template for reaching how to dissatisfied customers.
I’m glad to know that the boarding passes don’t cost anything. I am impressed with the actions taken by both the clerk on the day shift and by the apology from the GM. They both did an effective job of service recovery.
Now, if we could just get corporate to drop that charge for Internet access in the guest rooms:-)