When a hotel does not deliver against the brand promise… The Hudson Hotel in NYC
The Hudson hotel in NYC looks like a hip hotel, with a funky lobby, cool watering holes and more. Last year we almost ran an event here with 80 people. The only reason we did not is because the event got canceled. Looking at all that, I decided to stay here for my latest trip – and now I cannot wait to get the hell out!
First off, I ordered a 150 square foot room and clearly got a room that is no bigger than 80 feet (and that is with my feet, which are smaller than 12″). Next was the fact that their WIFI (cost $10/night) network keeps bumping me off and is excruciatingly slow. I was on the phone for 45 minutes talking with some uninformed tech support person from the wifi provider Nomadix/Roomlink, who kept insisting that everything seemed to work on her end. Calling the hotel concierge and front desk lead to even fewer solutions…and more frustrations.
How do hotels not understand that if they offer integrated services from third parties that are crappy – it will reflect bad on them, not the vendor?
You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
February 6th, 2008 at 5:50 pm
I found your blog on google and read a few of your other posts. I just added you to my Google News Reader. Keep up the good work. Look forward to reading more from you in the future.
Robert Michel
February 8th, 2008 at 7:40 am
Big companies that have reputations to protect should tread twice as carefully when making partnerships. As a guest, you’re not exactly interested in the Internet server but the overall experience. And if that experience is somehow ruined for you by one of the company’s partners, it’s still the company that would suffer the most. And sometimes, you feel twice as crappy when you encounter such incidents in the place you expected to get royal treatment.
March 24th, 2008 at 6:27 am
[...] When a hotel does not deliver against the brand promises – El caso de un Hotel en Nueva York, y lo que ocurre cuando las expectativas del cliente no se cumplen [...]