Wednesday, 4 July 2012
On this particular occasion, I began with option a). I gave the manager the benefit of the doubt, suggested there had been a mistake and hoped they could put it right. Rather than accept the opportunity to save face (they could easily have pretended there was a mistake!) he instead responded defensively. Being honest, I was probably so shocked that he didn't see any reason to resolve the situation, that I didn't stay entirely neutral. I certainly avoided insulting the manager despite his dismissive and sarcastic attitude, but I was still very direct with my criticism of the hotel. So when he continued to stonewall me, what did I do? I stomped off, ran a fantastic training course (yes, it really was fantastic!) and when I got home I reached straight for my keyboard and wrote a no holds barred Trip Advisor review, and posted a link to it on Facebook just for good measure!
Let me know what you think!