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Principal Hotels - A member of the team...

A member of the team will be in touch with you soon…

It’s two weeks since I wrote a blog article about my frustrated attempts to get through to New Place, a Principal Hotel Company hotel, to see if they had a gym:
www.linkedin.com/pulse/who-we-again-steve-sullivan

 

It’s two weeks since I wrote a blog article about my frustrated attempts to get through to New Place, a Principal Hotel Company hotel, to see if they had a gym:
www.linkedin.com/pulse/who-we-again-steve-sullivan

As you can see from the comments on LinkedIn, Principal Hotels quickly responded when I tweeted a link to the blog and assured me they were looking into the problems I’d highlighted. During my stay the various members of staff I met were without exception friendly and helpful.
Unfortunately, I left the adaptor for my toothbrush charger in my room. After my previous experiences I decided I wouldn’t try to call New Place, so I went to the Contact Us page of the website and completed a webform email asking them to check if the adaptor had been found. Reassuringly, once completed
Thank you for your message
appeared on screen, followed by
A member of the team will bein [sic] touch with you soon.
That was 10 days ago.
10 days. And I haven’t heard anything from them since.
I don’t have a vendetta against Principal Hotels. Indeed my most important customer experience – on-site, as a guest – was very positive. However, through a lack of focus on the basics of customer communications (phone & email; all very late 20th century), Principal are undermining their own best efforts and that’s genuinely a shame.
I don’t think I’ll see my toothbrush adaptor again, either.

 

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