I had stayed in the Iveagh Garden Hotel before and enjoyed it very much. A modern, comfortable, quiet, well decorated and located hotel in the centre of Dublin (Ireland) – where I travel frequently to visit Capventis HQ and clients.
A couple of weeks ago I decided to try their new “City Pod” rooms – which are a carbon copy of the CitizenM hotel rooms (if you know them). It was really nice, and very cost effective, but there was a detail I didn’t like.
The water from the shower would run down into the room, even reaching the bed area. Something wasn’t right, and I fed that back in the customer satisfaction survey, that the hotel sent me 3 days after my stay.
I was pleasantly surprised by the lightning-fast and candid response from the hotel (see in below picture). The response to my feedback followed every single best practice for closing the loop:
- Responded within a few hours, with a personalised email
- Thanked customer for taking the time to feedback
- Emphasized improvement can only come from voice-of-customer
- Acknowledged customer’s specific feedback (the shower issue!)
- Confirmed it was sent to relevant team for correction and improvement
- Showed desire to recover below par experience by offering upgrade
- Closed email with personalised signature and job role (accountability)
Despite being a bit more expensive than the various hotels in the same street (there are a hand-full of choices in a few hundred yards), Iveagh Garden Hotel is definitely differentiating itself by focusing and putting some effort in the CX side of things.
P.S. – This reminds me of another similar experience I had and shared in this blog post Close the loop with clients, but mean it! – where, again, you can see how important it is to have personalised and timely closed-loop