Which Hotel Chain Does Customer Service E-Mail Best?
Heres what we did. Using the clever pseudonym Jane Doe, we sent this e-mail query to hotel chains with properties near Chicagos Midway Airport: Subject: Request for info – room for disabled traveler – Labor Day 2008 Hello – I’m interested in making a hotel reservation for my brother near Midway Airport in Chicago on August 31 and September 1, 2008. (He uses a wheelchair.) Does the [insert hotel name here] have rooms for handicapped travelers? If so, how do I make a reservation? Thanks Jane Doe Within two days of sending our query, wed received responses from five hotel chains: Best Western, Marriott, La Quinta, Hyatt, and Hilton. The quality of the responses was uneven, to put it politely. To see which hotels provided excellent service and which bombed, download the hotels’ e-mail responses and our comments (PDF). Heres a quick overview of customer service e-mail winners and losers. Winners: • Quick response: Best Western and Marriott answered within two hours. La Quinta was the quicke
