Dear Natalia,

I am very sorry for the unfortunate experience you had in our hotel during your visit. I only wish if you could have cominicated more with all of us when you were in house.

Below is what I have shared with my staff after you checked out;

What makes a person choose one hotel over another? It’s value.

Value is what ultimately drives every purchaser’s decision — the belief that what you are gaining yields a greater return than what you are investing. If a guest finds value, they will likely return to make a similar purchase in the future. Your hotel social media strategy can help with adding value.

As hoteliers, we must ask ourselves if we are providing enough value for the guests to make initial and sequential bookings.

One example of a question we should be answering should be “ What do leisure travelers want in a hotel ?” One way to do this is by providing options. Having various room types and open availability invites an array of guests. Other ways to increase value are add-ons which further customize a guest’s experience. These add-ons can come in the form of specials or packages. Depending, on our guests demographics we can/are/will offer family packages, honey-moon specials, or discounted attraction tickets ( Hot Air Balloon Flights) if they book a certain number of nights.

Amenities are also an excellent form of providing value! Complimentary breakfast, free parking, terraces with great views and concierge services are only a few ways to make our hotel appealing.

Keep value above price!

None of the above mentioned tips beat genuine guest service and care for our guests and their experience. Hotels that go above and beyond to make their guests’ experience remarkable will build a strong relationship with that guest. There are countless ways to build rapport which can be as simple as offering free bottled water, filter coffee and apple tea during their stay, sending a welcome email upon check-in or offering an upgraded room whenever possible. But despite catering to guests, we must also listen. Guest know what they like and what they don’t, so listen to them! Despite our efforts guets may not particularly care for a service that we are spending resources to bring them. Make sure to make note of feedback, and ask the right questions so that you may add value, not just cost.

Everything we do should have the guest in mind and we should always think of how to improve guest service in hotels, after all guests are the revenue of the hotel. Make the process easy, hassle free, and valuable. Treating your guests to a great experience will result in great reviews and word of
mouth publicity which will attract potential guests. And remember, giving your guests a great experience can be as simple as a free water bottle and excellent concierge service.

We always say ‘Think of our front Office team as your personal Concierge, ready to asist with your special plans and create a memorable stay We all hope that you will be able to come back and stay with us in the future.

Once again I am sorry we were not able to show you the best Turkish Hospitality at its best location.

Our Kindest Regards

Mert KURA
Hermes Cave Hotel