On checking into the hotel I had a few issues - some with my room, some with the food. Being honest, I began my stay feeling a little let down. However, I decided to email the GM with an overview. The next day by 10.30am he had called me to discuss the issues. On arriving back to my room after work, all the issues were resolved, and very kindly a fruit basket had been left for me.
The GM then made the effort to come and speak to me over dinner which I thought was fantastic.
I'm still in house at Jurys and am a much happier customer now that the GM and his team have made the effort to fix the problems. It shows that this hotel (under new management) is on the up and yes - perhaps some faults here and there, but it's what is done to rectify such issues that really matters.
It's unfortunate that when us guests aren't happy, the majority of us kick up a fuss without ever actually highlighting the issues to Management. Next time you have issues - try actually telling the GM what the problems are before writing a terrible review on Trip Advisor. It feels better when they have a chance to show they care.









