D1 – Make recommendations for how a travel and tourism organisations can improve its
customer service provision to meet specific customers’ needs
Recommendations for Premier Inn
This report will look into reviews taken off ‘Tripadvisor’ and will make recommendations on
how the business could improve in these areas and better meet the needs of these
customers. The business has got a review total of 4-stars on ‘Tripadvisor’ with most of the
reviews saying they had their needs met. However, there was also a high amount of
customers who did not have their need meet and felt the accommodation hadn’t adapted
to meet their needs.
Customer Reviews Recommendations
type
Groups “Twin rooms in Premier Hotels now If the listing states it’s a twin room, then it should have two
consist of a double bed and a single normal sized beds and not have a sofa-bed as one of the
sofa made up as a bed. The single options. The business could have also contacted the
sofa is just a single sofa made up as customers to let them know what beds they will be getting
a bed. It is hard and uncomfortable and the reason for it. Being honest to customers is how a
and very small” business can keep their relationship with the customers
strong. Telling them about the bed situation may still be met
with disappointment but will show to the customer that the
business is able to consider their needs and how they will
feel about it.
Leisure “no one bother to changes our Having a better cleaning crew and have them clean dirty
(family) bedsheets also mentioned to rooms before it is used. Ensuring that the cleaning crew are
reception for 10 days! We didn’t well trained also and have the proper cleaning skills. They
bother much coz we was out most could also ensure that the customers are put into a clean
of the time and only coming late to room and that all equipment in the room is functioning. This
sleep. But the aircon issues was could be done by having regular maintenance checks done
terrible” on the AC and heating to ensure it is operating effectively.
Business “When I got in the lift to go to my The cleaning staff could keep an eye out for this and ensure
(luxury) room, I found the sign in the lift had that they report it to the business. To ensure that the
been defaced with expletives and no accommodation itself stays clean and new looking. The
attempt to put it right. The building business could organise a week per year where they
feels very dated, shabby carpets in refurbish carpets, walls and ensure that all floor boards are
the hall way and the floors very in place. If they are wanting to advertise as being partially
creaky” luxury, then it is important that they are able to present
themselves as much.
Special “there is no alternative within 15 Premier Inn should organise to get parking near their
needs min walk whether you can pay or accommodation that has disabled parking spaces that are
(mobility not . near the entrance of the accommodation. They could also
) If you have disabled or people who organise a transportation van which can be requested by
cannot walk far in your party do not people with mobility issues. If they are not able to make any
book this hotel” of these possible, then making this known on their website is
important. This will ensure that if any people with mobility
issues want to stay there, they will know it will not be able to
cater to their needs.
Attitude No staff to be found,Very bad hotel Ensuring that staff know to be smiley and patient with
compared how much I paid. Very customers is important. This could be done by setting up a
customer service provision to meet specific customers’ needs
Recommendations for Premier Inn
This report will look into reviews taken off ‘Tripadvisor’ and will make recommendations on
how the business could improve in these areas and better meet the needs of these
customers. The business has got a review total of 4-stars on ‘Tripadvisor’ with most of the
reviews saying they had their needs met. However, there was also a high amount of
customers who did not have their need meet and felt the accommodation hadn’t adapted
to meet their needs.
Customer Reviews Recommendations
type
Groups “Twin rooms in Premier Hotels now If the listing states it’s a twin room, then it should have two
consist of a double bed and a single normal sized beds and not have a sofa-bed as one of the
sofa made up as a bed. The single options. The business could have also contacted the
sofa is just a single sofa made up as customers to let them know what beds they will be getting
a bed. It is hard and uncomfortable and the reason for it. Being honest to customers is how a
and very small” business can keep their relationship with the customers
strong. Telling them about the bed situation may still be met
with disappointment but will show to the customer that the
business is able to consider their needs and how they will
feel about it.
Leisure “no one bother to changes our Having a better cleaning crew and have them clean dirty
(family) bedsheets also mentioned to rooms before it is used. Ensuring that the cleaning crew are
reception for 10 days! We didn’t well trained also and have the proper cleaning skills. They
bother much coz we was out most could also ensure that the customers are put into a clean
of the time and only coming late to room and that all equipment in the room is functioning. This
sleep. But the aircon issues was could be done by having regular maintenance checks done
terrible” on the AC and heating to ensure it is operating effectively.
Business “When I got in the lift to go to my The cleaning staff could keep an eye out for this and ensure
(luxury) room, I found the sign in the lift had that they report it to the business. To ensure that the
been defaced with expletives and no accommodation itself stays clean and new looking. The
attempt to put it right. The building business could organise a week per year where they
feels very dated, shabby carpets in refurbish carpets, walls and ensure that all floor boards are
the hall way and the floors very in place. If they are wanting to advertise as being partially
creaky” luxury, then it is important that they are able to present
themselves as much.
Special “there is no alternative within 15 Premier Inn should organise to get parking near their
needs min walk whether you can pay or accommodation that has disabled parking spaces that are
(mobility not . near the entrance of the accommodation. They could also
) If you have disabled or people who organise a transportation van which can be requested by
cannot walk far in your party do not people with mobility issues. If they are not able to make any
book this hotel” of these possible, then making this known on their website is
important. This will ensure that if any people with mobility
issues want to stay there, they will know it will not be able to
cater to their needs.
Attitude No staff to be found,Very bad hotel Ensuring that staff know to be smiley and patient with
compared how much I paid. Very customers is important. This could be done by setting up a
