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Archive of posts published in the tag: Tourism Marketing

Example of Best and Worst Practice in Tourism Online

Researching and booking a recent trip to lovely Lisbon, I was struck by how one can get it so right and so wrong, in simple ways.

As always, it boils down to solid customer care and business communication principles, regardless of the technology employed.

A simple, friendly email from a B&B contrasts with impersonal responses to poor Tripadvisor reviews by a doubtless better resourced hotel chain.

Continue reading for more details and screenshots of the ‘best and worst’ tourism communications…

How Not to Treat Your Hotel Guest

UPDATE: Following a 5-star apology from the management for unprecedentedly poor communication due to staffing issues, what I had presented as “A lesson in shoddy guest relationship management by Ashford Castle”, must now, in fairness, be presented as a salutary tale in client communications management in the context of staffing changes.
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My original post included screenshots of the impersonal blanket email I received in response to my comments on their feedback form, not forgetting the piece de resistance: “COMCABAD”: the outrageously dismissive, impersonal Word template attachment.

Continue reading for how not to treat your hotel guest…