Saturday, April 11, 2009

To Turn Down or Not to Turn Down... that is the question

Since we bought 10 Fitch in September 2007 we have been doing a nightly turn down service for our guests if they are out between the hours of 6-8PM. We always leave a little treat on the pillow and have recently also been leaving on the bed a little "Tomorrow's Weather Forecast" card with an inspirational or romantic quote printed on the other side. If our guests are here celebrating something special we also try and do other special little things for them at turn down as well. I love doing this and think it lets our guests know that they are being thought of, we appreciate having them stay with us, and I hope that they feel just a little bit pampered and spoiled by the gesture.

For the most part everyone seems to truly enjoy this part of their stay with us. But last summer a REALLY bad review was posted for us on Trip Advisor and among a long list of complaints this couple said that they considered our turn down service "an over-the-top invasion of privacy and completely unnecessary."

We consider all constructive criticism a gift... truly! Our guests feedback, both good and not so good, is one way we measure the job that we are doing and it is invaluable in our efforts to continue improving their experience here at 10 Fitch. So, although we currently have 58 reviews posted on Trip Advisor and this particular one is the only bad one in the bunch I took the comments that were made very seriously. One of the things that it made me think a lot about was our nightly turn down.

I began worrying that many of our guests might feel the same way as this couple but just never said anything about it. We now let our guests know that we will be doing a turn down for them while they are out to dinner in the evening. This gives them the opportunity to let us know if they would rather not have turn down service during their stay. So far, since we've begun informing our guests of the turn down no one has ever refused it.

What's your opinion? Is turn down service something that you enjoy or would you rather not have it? I've published a poll so please let us know! You can view the poll results using the horizontal scroll bar to the left under the poll. Thanks for your input!
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