service ouality in 5 stras hotels
September 25, 2006 1:41pm CST
I am writing a thesis about the connection of service quality with customer loyalty and total satisfaction
• United States
20 Oct 06
I just stayed at Disney's Grand Californian inside California Adventure Theme Park. It was awesome. It is an exclusive hotel and the customer service was in line with the price of the hotel. All the Disney Cast Members were polite, helpful, and observant. They offered us entry into the special VIP lounge on the 6th floor, normally only accessible to those who paid extra for that amenity. We were allowed one visit to see what it was like. Yes, a great sales technique as we will most likely pay extra for it next time. Take the W hotels as another example: they go above and beyond for their guests' requests. I saw a show on the Travel Channel about the W in Honolulu. A guest asked for a ridiculous amount of pillows (say 20 or 50) and they were delivered promptly.