I recently returned from a trip to Brazil. The three-week trip,
with friends and family, took us to several cities and as many
hotels. I know that customer comments can be very strong business
tools, so I make sure to fill out comment forms after every hotel
stay. After delivering my comments to the front desk, I generally
assume that the transaction is finished.
I was quite surprised, then, to find a letter with a Sao Paolo
postmark in my mailbox the other day. It was from the Tropical
Hotels head office. My group stayed at two different Tropicals
during our trip Manaus and Foz do Iguacu. Both were wonderful
stays, and I praised the staff at both locations.
Apparently, however, the manager at the Foz location thought my
comments important enough to send on to headquarters. I was there
for a pleasure trip and in no way made known my association with
the travel industry. My form eventually made it to the desk of the
vice president, who sent the letter mentioned above. This was
obviously not a form letter, as it specifically discussed several
of my observations. (The English was less than perfect, but the
sentiment was real.)
Of course, I expect a response from a hotelier if I have a
complaint of any consequence. But to be thanked for expressing my
appreciation of the Tropical’s property and staff was a rare treat.
You can rest assured that the Tropical’s thoughtfulness has not
gone unnoticed: I just recommended it to another group heading to