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The last couple of times our family has stayed at a hotel, there have been some (relatively minor) issues that I wanted to talk about with the front desk clerk at checkout

[Should you expect hotel fire alarm compensation?]

But at checkout each of the clerks did not ask about my stay.  Sure, I could have proactively brought things up (and I have on occasion) but I was looking to bring it up as part of a conversation.

Do front desk clerks intentionally not ask you about your stay?

So that got me to wondering if front desk clerks intentionally don’t ask you about your stay?  I could see that as a training tool since at checkout, there’s not much that the hotel can do to “fix” your stay, since you’re on your way out.  And I could see that this might put the staff in an awkward spot if the customer angles for compensation in the form of money off the bill and/or rewards points.

I have had recent hotel stays (such as at the Hilton Garden Inn Cusco) where someone calls up to the room shortly after check-in to ask if everything is okay with the room.

Still, it seems like it would be good customer service going forward to listen to your customers.  It would be better than 20 minute surveys they harass you about over email after you stay somewhere 🙂

Readers – what say you?  I’d especially love to hear from any current or former hotel front desk clerks to see if this is part of training


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