Sunday, July 17, 2011

Service Recovery - Traders Maldives Way

In one of my previous posting I wrote about bad service at Traders Hotel Male'.

Upon my return I provided on line feedback on the incident and revved a personalized note from the GM herself assuring me of better service and non recurrence of similar experiences with a request to keep her posted with my next travel plans to Male'.

Couple of months later I did make another trip to Male and I certainly dropped a note to her about my travel.

As expected this time it was different. There were Traders personnel awaiting my arrival at the Male airport. Without any delay I was taken to their speed boat to be transferred to the hotel. At the hotel I was greeted by GM herself, Ester Marcaida who apologized for my precious experiences and assured me of best of service this time around. They gave me a sea view room which was also an upgrade to the usual deluxe rooms we take up. Staff were much more attentive and for all practical purposes they were at my service at the drop of an hat.

At the room there was this personal note from the GM.

All in all it was quite obvious that they've made a successful effort in recvoring from a service mishap. I suppose it was the initiative of the experience GM, Ester Marcaida which assured them over 15 room nights last time and probably a whole lot more as I have advised all my colleagues to stay at the same hotel.

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