READ THE GUIDELINES DISPLAYED IN HOTEL ROOM

# SMED11

As an accredited Tourist Guide (WC6422), I used a recent short holiday break in Mossel Bay to :
- enjoy a well-deserved holiday break
- enjoy the tourist attractions and obtain first-hand information from being a domestic tourist

On the positive side, I’d like to confirm that the holiday had everything a domestic tourist could ask for :
- Friendly, welcome reception at hotel
- Orientation w.r.t. safety and security of vehicle
- Orientation w.r.t. collecting complimentary tickets to Dias Museum and/or access to Santos Beach
- Orientation w.r.t. restaurant facility : location, breakfast and supper time schedules
- Orientation with regard to use of PROCARD at hotel restaurant

Then there were also the small touches to make a guest feel really at home :
- Daily complimentary chocolates
- Daily weather forecast on bedside table
- Daily note on car’s window informing guest that window of car has been cleaned overnight
- Attentive and friendly car guard

All of the above made for a wonderful holiday in Mossel Bay – if not for the omission of one minor detail, namely:
"The restaurant is not part of the hotel, hence you have to make prior reservations."
On the first evening of our visit to the restaurant, we were asked the question, ’Did you make a reservation?’ to which I responded in the negative. Without any problem and/or explanation, we were ushered to a welcoming table where we proceeded to have our dinner served.

The follwoing evening the same question, ’Did you make a reservation?’ was put to us to which I again responded in the negative. We were then informed that the restaurant is not part of the hotel and in addition to catering for hotel guests, it also caters for outside guests - hence a pre-booking is required.

Back in the hotel room I made a thorough study of the hotel service guidelines and learned that :
- The brochure indicates the restaurant is part of the hotel facilities (shaded in)
- The hotel refers to the restaurant as "our restaurant offers…”
- Guests must contact the hotel reception for restaurant bookings

Armed with this knowledge, I requested clarity from hotel reception the following morning – upon which I was informed that bookings are not required. Apparently the restaurant informs hotel reception if they are full and they in turn inform guests. This response did not provide clarity as it differed from what was outlined on the second evening of our visit to the restaurant. Being our last day in Mossel Bay the response served no further purpose – other than to make it part of my tourist guide knowledge, skills and customer service experience.

Our “Did you make a reservation?” experience however has dampened an otherwise wonderful Mossel Bay holiday experience. From a customer service point of view, I’d like to pose a few questions:

- Why could the hotel reception staff not inform us that the restaurant is not part of the hotel and that pre- booking was a requirement?
- Why was restaurant location and eating times the only information shared with us on arrival?

In the case of, “Did you make a reservation?” and the lack of information shared with us, I strongly feel that the opportunity to make an informed decision was taken away from us. I strongly disagree that the responsibility lies with the hotel guests to familiarize themselves with the hotel guidelines before setting foot out of the hotel room. Having to read a significant amount of pages would certainly detract from valuable time spent exploring the beauty and splendour of South Africa's tourist attractions.

I believe that over the years the hotel staff has acquired a vast selection of customer service tips which they share with guests on arrival – therefore positively contributing towards an unforgettable customer experience of tourism in South Africa.

Would I visit the hotels again? My PROCARD expires within a few month’s times, and in all likelihood a few more visits would be in the pipeline. As a PROCARD customer, I qualify for a 50% discount on meals – hence our preferred choice of restaurant when frequenting the hotel, would be the hotel's restaurant which offers the discount. I further confirm that on both evenings in Mossel Bay we paid the 50% rate as per PROCARD guidelines.

In conclusion, armed with an unpleasant, but valuable customer service experience, next time around, I will be more prepared and pose informed questions at hotel reception staff, particularly relating to whether the restaurant is inclusive or exclusive. As a valued guest, choosing to frequent and spend money at the hotel restaurant, I certainly hope that future visits will be devoid of the unexpected “Did you make a reservation?”