Without mentioning the Hotel name, I would like to share an incident of the Most interesting thing I’ve done as a local guide.
As a part of my job purpose, me and my colleagues, arrived in a renowned Hotel in Trivandrum City. As soon as we entered into the Hotel, the staffs, whom are supposed to be there for treating us, really didn’t received us well, and made us to wait for a very long time to get the rooms, even-though the rooms were already booked by our company. From that moment itself, we had a presumption about that the Hotel employees would never going to please us. However, our plan was to stay in the same hotel for a period of 5 weeks.
After enter into the rooms, I found that the rooms were neat and clean. But the A/C was not working. I complained it in the reception. Then an Electrician came to my room and after an inspection said to change the room. Then we picked the bag and changed the room. But later, after entering the bathroom, I couldn’t found the bath accessories such as soap and shampoo. When we complained about the issue, they replied as that was not included. Meanwhile my roommate went out and bought the soap and shampoo.
Our stay was inclusive of morning breakfast. After having a bath, I went to the Dining Hall and ask the bearer to bring the menu. And for that he said there is no menu for morning breakfast and there is only ‘Idli and Sambar’ (Kerala Food). After hearing this, I feel so much angry. But I didn’t respond to him and ask for the manager.
I explained about all the issues collectively to the manager. The manager was reckless and reluctant to take notice of the issue and I too was furious. I immediately intervened and informed the manager that I am a google local guide of some reputation and I will make sure that this rude, reckless behavior reflects in their review. First the manager was reluctant to even listen to me. He opposed me by saying that was their policy that to provide a very few things as complement and they have limitation in that. But it is clear in their pamphlet, describing the features provided by the hotel. After that, I moved from the Dining room and went to my room. Then I decided to review that Hotel in Google Map, since I am a Local Guide, so that they might respond well. I’ve given the Hotel a rating of 1-star and wrote a poor review. At the same evening, I received a call from the Hotel reception asked about the issue. And I said that I don’t want to speak to them anymore, and I want sudden action on the specified problems that I mentioned in the review. After sometime the Management of the Hotel contacted me and apologized to me regarding the issue. And I said more than the issues there, the behaviour of the manager hurt me so that I was forced to give rating like that. After finishing the phone call, The manger met me in person and has apologized to me for his rude and arrogant behavior and he promised that he will take care of problem. After that issue, I stayed for a long 5 weeks in the same hotel but never faced any problem.
After few months or so later when I visited the same Hotel again I saw a change in the staff’s behavior towards customers. They were courteous and the service was very good. And seeing the new atmosphere in the hotel, I edited my review and given 5-stars for the hotel.
That day I felt proud that I have contributed towards improvement of business and keeping up customer values being a local guide.
It’s just one of the stories that happened to me being a Local Guide. I used to writing the reviews so much that it feels like a normal thing. But sometimes I thinks like I am helping a of people around me to travel and stay in a better place by providing them the right to choose from vast range of places. I’ve always dreamt to be a part of Google, even-though I’m not yet an employee of the company, I already feel a member whose contribution is important and valued accordingly. I will definitely be a Local Guide and help people which makes me feel like I am a part of Google family.