The ‘Net is Where it’s At
Explain to me how hotels can stay in business when they don’t answer rate requests via email. I don’t mean they don’t list an email address. No, they have email addresses or forms. But they do not answer when a rate request is sent. In some cases, the web page warns that it may take a couple of days (Pretty inexcusable–it’s not like I’m trying to stay at top hotels that are so swamped with business they don’t have time to answer an email or two.)
I’m working on a trip to northern NM and southern Colorado for my parents. I’ve emailed more than 15 hotels. I’ve received…5 replies. One of which does not count because the *lovely* guy said, “Please give us a call.” If I wanted to call, don’t you think I’d have picked up the phone? Another hotel, I did call–because I was tired of waiting days with no answer. She asked what kind of room I needed and immediately began taking down information: Address, phone number, etc. Uh, lady. I called for the *rate.* Do people really book a room without knowing the rate???
Part of the point of sending an email rate request is to be able to do comparisons. Find availability. Hear about the amenities. Not one hotel has bothered to mention amenities when replying. NOT one. Folks, here is a perfect time to sell yourself to an interested party. Tell me you have coffee pots in the room. Maybe a fridge. Maybe a room with a view. Free breakfast??? Anything. But what do I get? At best, I get a response. At worst, I get a “what dates?” when I already specified that in the email. Well, actually…at worst, I get no reply at all.
And sometimes, folks, the first to reply wins. In this case, the first to reply looks a lot better customer service-wise than those who do not respond at all. That’s a black mark before I even know the rate.
So far, I have booked 3 different hotels. All three were ones who responded via email, within two days or faster. Sure, I called some of the others–but the customer service or rates or other issues held true to form with the NO RESPONSE to my original request.
If you can’t answer an email, I don’t have a lot of faith you can run a hotel.









