The Charlotte Street Hotel in London’s West End is beautifully presented and has a reputation for world-class customer service.
I arrive there (yesterday) for breakfast at 7.30 am – two of us (I cannot tell you who I my guest was – I would have to kill you).
The place is empty – I mean empty – there are 4 blokes around 1 table – that’s it.
We walk into the restaurant and the front desk lady intercepts us – she has a face like a slapped arse.
Question 1 – “are you resident?”
Answer 1 – “no”
Response – look down nose at guests.
Question 2 – “do you have a reservation?”
Answer 2 – “no” (thinks – the place is XXXXing empty!)
Response – show guests to least attractive seat in the house – far corner.
Manages to maintain slap-face throughout.
In 20 seconds my customer service experience is destroyed and I am made to feel like a vagrant asking for food at the back door.
No doubt this young lady is doing her best in the absence of a system.
If the hotel management had known who I was having breakfast with – they would have choked to death in embarrassment.
Here I am – telling you – that’s called viral marketing.
“Charming, witty, stylish and very cool” says the media (see their web page).
Yeah – and manned by miserable snobs.