A few weeks ago I shared a personal customer service experience I’d had at the City Inn hotel in Birmingham. Recently I went back to the hotel and this is the update.
The hotel was busy, it appeared there was at least one function and the hotel looked full. Despite this the service from every member of staff I encountered was excellent – professional, courteous, efficient and human (they took time to talk to us).
The hotel manager had left a personal handwritten note in our room thanking us for returning and adding his number should we have any questions or issues. We had none.
The hotel and its staff exceeded our expectations and made us feel valued. We will recommend the hotel to anyone and I would certainly recommend the hotel chain.
It was a great example of recovering from a poor customer service situation, starting from a negative point, and turning it round so that we left as promoters of the hotel and the hotel group.
Thanks to Stephen and the team at City Inn Birmingham.
