This week, I checked into The Westin Kierland hotel in Scottsdale, Arizona and was pleasantly surprised to find a flyer on the desk in my guestroom.
It reads “Get Social” along the top and then outlines the ways guests can read or relay feedback on their experience at the hotel.
Twitter and Facebook are listed first in the section in the “Receive Special Offers” section, followed by instructions on joining Westin’s Mobile and Epicurean Clubs.
Next is information on how to make hotel reservations, either online or on the phone.
Then, they encourage guests to upload videos and photos from their stay straight to the hotel’s YouTube and Flickr accounts.
Finally, they leave their “feedback” email address for guests to email the hotel directly with their thoughts.
This is a fantastic customer service strategy for the hotel to implement. In requesting open, public feedback of literally all guests, it displays the confidence The Westin attributes to its property. It’s also a great way to offer a legitimate visitor experience rather than just the hotel trying to sell its amenities. Even those who aren’t active in social media may feel inclined to go check out what others have said or posted to the hotel’s various sites.
Do you think eventually fliers such as this one will become the norm in hotel guestrooms?