An extremely funny story that demonstrates the importance of listening to your customers.
This is some correspondence which actually occurred between a London hotel’s staff and one of its guests. The London hotel involved submitted this to the Sunday Times. No name was mentioned.
Dear Room 238,
I am not your regular maid. She will be back tomorrow, Thursday, from her day off. I took the 3 hotel soaps out of the shower soap dish as you requested. The 6 bars on your shelf I took out of your way and put on top of your Kleenex dispenser in case you should change your mind. This leaves only the 3 bars I left today which my instructions from the management is to leave 3 soaps daily. I hope this is satisfactory.
Kathy, Relief Maid
My day off was last Wed. so the relief maid left 3 hotel soaps which we are instructed by the management. I took the 6 soaps which were in your way on the shelf and put them in the soap dish where your Dial was. I put the Dial in the medicine cabinet for your convenience. I didn’t remove the 3 complimentary soaps which are always placed inside the medicine cabinet for all new check-ins and which you did not object to when you checked in last Monday. Please let me know if I can of further assistance.
The assistant manager, Mr. Kensedder, informed me this A.M. that you called him last evening and said you were unhappy with your maid service. I have assigned a new girl to your room. I hope you will accept my apologies for any past inconvenience. If you have any future complaints please contact me so I can give it my personal attention. Call extension 1108 between 8AM and 5PM. Thank you.
Your maid, Kathy, has been instructed to stop delivering soap to your room and remove the extra soaps. If I can be of further assistance, please call extension 1108 between 8AM and 5PM. Thank you,
I have informed our housekeeper, Elaine Carmen, of your soap problem. I cannot understand why there was no soap in your room since our maids are instructed to leave 3 bars of soap each time they service a room. The situation will be rectified immediately. Please accept my apologies for the inconvenience.
You complained of too much soap in your room so I had them removed. Then you complained to Mr. Kensedder that all your soap was missing so I personally returned them. The 24 Camays which had been taken and the 3 Camays you are supposed to receive daily (sic). I don’t know anything about the 4 Cashmere Bouquets. Obviously your maid, Kathy, did not know I had returned your soaps so she also brought 24 Camays plus the 3 daily Camays. I don’t know where you got the idea this hotel issues bath-size Dial. I was able to locate some bath-size Ivory which I left in your room.
- On shelf under medicine cabinet – 18 Camay in 4 stacks of 4 and 1 stack of 2.
- On Kleenex dispenser – 11 Camay in 2 stacks of 4 and 1 stack of 3.
- On bedroom dresser – 1 stack of 3 Cashmere Bouquet, 1 stack of 4 hotel-size Ivory, and 8 Camay in 2 stacks of 4.
- Inside medicine cabinet – 14 Camay in 3 stacks of 4 and 1 stack of 2.
- In shower soap dish – 6 Camay, very moist.
- On northeast corner of tub – 1 Cashmere Bouquet, slightly used.
- On northwest corner of tub – 6 Camays in 2 stacks of 3.
Latest posts by Hutch Morzaria (see all)
- Why Your Company Needs a CRM System: Benefits for Customer Success - July 23, 2021
- Top 5 Customer Service Blog Posts of June 2021 - July 16, 2021
- How an investment in CX can help your bottom line - March 13, 2021