Which Hotel Chain Does E-Mail Best?

At the height of travel season, we decided to conduct a non-scientific experiment to find out which hotel chain does customer service e-mail best.  Using the clever pseudonym “Jane Doe,” we sent the identical e-mail query to hotel chains with properties near Chicago’s Midway Airport. Within two days of sending our query, we’d received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. To see which hotels provided excellent service and which bombed, download the hotels’ e-mail responses and our comments.
(7 pages; 188k PDF)

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  • October 18, 2020


    How to Write a Five-Star Response to a One-Star Rating or Poor Review

    For years, we've been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.

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