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And, actually, yes, I did expect a certain level of knowledge which seemed lacking. I ask whether there is someone who is trained to answer queries from those with special needs. Brusquely, I am told that answers to my questions will be found and there is nothing more that can be done. I am silent. I am really not feeling ‘service … founded on instinctive hospitality.’ More like instinctive hostility! Do I actually want to stay at this place?
We agree that they will call back with the information. About one hour later, I receive a call. They have a ‘specially adapted’ room with grab rails, a divan bed with insufficient space underneath for my needs and a shower with a lip that I might be able to get into but not out of. I ask whether the bed can be changed to accommodate me. ‘No, health and safety….’ The only suitable beds were in unsuitable rooms. So, no possibilities? No. OK, thanks for that.
Although this is not such an unusual experience for me, it really is pathetic isn’t it? This hotel boasts of its service and facilities...well, not towards me! You might ask what could they have done? They could have:
- pleasantly chatted through my specific requirements, recognising that special needs may vary, offering to send me photos of rooms they thought I could use.
- offered options - for example, freestanding baths can work for me as well as wet rooms and walk in showers
- been prepared to show some flexibility by offering to move, or obtain, an appropriate bed
- been sympathetic and apologetic if they were not able to help me
Isn't this what we would all expect from those in a service industry? Instead, they chose to give punctilious politeness coupled with absolute negativity. Thanks, guys. I’m sure you’ll keep on working that ‘instinctive hospitality’… just not for those of us that ‘special need’ it, huh?!
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