Earlier this month, London hotels and their staff were dealt a low blow by a survey which ranked the capital’s hotels as amongst the worst for overall satisfaction of guests in the UK, and indeed in the whole of Europe.
This assertion was the result of data analysis carried out by hotel.info on customer ratings left by more than six million customers. Big Hospitality reported that London was ranked last for satisfaction out of the 10 largest cities in the UK and was also propping up the bottom of the list of European capital cities. The UK as a whole meanwhile, was ranked second to last out all countries in Europe, beating only Denmark. Ouch.
The results of the survey predictably attracted many negative newspaper and online headlines painting London hotels in a poor light.
But skills charity, People 1st, which takes an active role in training hotel staff via its WorldHost programme, has leapt to the sector’s defence.
The charity’s managing director, Simon Tarr, told Big Hospitality, “although [the survey results] portray a landscape ripe for improvement, we feel the reports do a disservice to many of the capital’s hotels where, in our experience, customer service and people-handling skills are very much alive and well… Let’s not forget that London has the most hotels per square mile in the UK, and is also one of the most expensive areas to book.”
Tarr’s defense of London hotels serves as a reminder that such surveys only tell one side of the story, and while standards may be slipping at some hotels, many others deliver exceptional standards of service.