| Even the best hotels sometimes mess up! | | | | head office for a response. |
| The thing that sets the top hotels apart is the way | | | | In many cases, complaints are used to improve a |
| they "recover" when things go wrong. | | | | hotel and ensure that issues are not repeated. |
| Since there are so many factors at play in a hotel, it's | | | | Sometimes even the hotel company's CEO personally |
| very possible that you may have a less than perfect | | | | gets involved. For example, Sir Rocco Forte (Rocco |
| stay. So isn't it worth choosing a hotel that will "do | | | | Forte Collection) and the CEOs of Myhotels, |
| the right thing" when things goes wrong? I conducted | | | | Millennium & Copthorne and Malmaison all told me |
| some in-depth research of London hotels and hotel | | | | stories of times that they had themselves taken |
| brands to see which have the best process for | | | | responsibility to resolve an issue. The CEO of another |
| dealing with complaints. In most cases I personally | | | | hotel group - Red Carnation Hotel Collection - told me |
| met the hotel management to discuss this topic. | | | | that they see their rare complaints as an opportunity |
| My findings will hopefully help you choose your | | | | to further enhance service. |
| perfect London hotel. | | | | He even invites customers who had a problem |
| The very best hotels like The Lanesborough, | | | | (however minor) to have dinner with him, so that the |
| Claridge's, The Grove, One Aldwych and Brown's will | | | | company can learn and further optimise its offering. |
| naturally do their utmost to deal with any complaint. | | | | It's little wonder that Red Carnation currently has an |
| At the room rates they charge, they have to! The | | | | amazing 5 hotels in TripAdvisor's top 10 for London! |
| key principle these luxury hotels abide by is "decide in | | | | Note that the above description represents the "elite" |
| favour of the guest". Often the management will | | | | and most expensive London hotels.There are bound |
| personally contact the guest and try to convince | | | | to be some bigger horror stories at the cheaper |
| them to give the hotel another chance. | | | | hotels. But I still hope this shows you the |
| If you're staying in one of these top hotels you | | | | commitment most leading London hoteliers have to |
| should let them know of any problems during your | | | | address your complaint. |
| stay. They'll usually do their best to fix it while you | | | | In most cases they genuinely want to put things |
| are still there. If you go a notch lower and look at 4 | | | | right. You could argue that in a hotel market as |
| star brands like Malmaison, Myhotels or Hilton, you'll | | | | competitive and costly as London, they simply have |
| find them equally diligent. It is usually the responsibility | | | | no choice. So if you have a genuine complaint about |
| of the individual hotel's General Manager to deal with | | | | your stay in a London hotel, please always come |
| the complaint, but in some cases you can also go to | | | | forward and let the hotel know! |