When I wrote about my experience at the Kempinski Kuwait this past weekend, I was obviously very angry, but more than being angry, I was very disappointed because of the high expectations I had.

These high expectation don’t come out of nowhere. The reason for the high expectations is because of the good reputation that the place has built up in such a little time and because all I ever heard from people was great feedback!

If I went to a 3 star hotel and recieved that service, I wouldnt have complained because it should be in line with my expectations.

One of the most important factors in the success of any organization is its management, and earlier today, I got calls
from the hotel’s management and owners.

There were five main messages that I got from the phone call -

  1. They apologized more than once for any inconvenience I have encountered during my stay.
  2. They are very pleased that they got to read about this from a customer, since it was an honest review (no bias, and no reason to be biased) by someone with a bad experience.
  3. They promised that this was probably a one-off and that they will do their best so that this does not get repeated with anyone else and that their high standards need to be met at all time even if they were at full occupancy.
  4. The manager of the resort said he wanted to meet with me in person to get more details about my experience and discuss the problems.
  5. They offered me some sort compensation for my weekend.

As a person who works in PR and marketing, I don’t think there was a better way to handle this situation. You couldn’t ask for more in such a short time!

An email with an apology would’ve been good, a phone call personally from the hotel wouldve been better, a call from the top manager and requesting a meeting to apologize is excellent!

Im a sucker for customer service, if a place treats me well, I’m loyal regardless of any competition or anything and spread the good word, if a place treats me as a customer in a bad way and doesnt care, I obviously avoid that place and I also spread the word! If a place treats me bad, but then apologizes and goes out of its way to try and win me back, obviously the bad service is still on my mind, but I respect the place alot more and would definitely give them another shot.

Overall, Im very pleased with the response and the speed of it and Im glad that companies like that realize the importance of word of mouth and want to keep their good image as it is.

Will update more after the meeting sometime this week.