Not recognized

We are at my favorite hotel. The receptionist is waiting for us with a big smile. 'Good afternoon and welcome to...' I tell her we have a room reserved in Bloem's name. She dives into her computer screen and digs up our reservation.

"May I see your ID?" she asks. This surprises me, because it's about the tenth time I've been here. Still, why the legitimacy every time? It must be policy. I don't feel like being difficult, so I fish my driver's license out of my wallet.

Also, in the meantime, I grabbed my credit card. Because I was scammed online last year and so I have new credit card information. 'Can I have yours too?' she asks my husband. He looks at my credit card and she adds "I mean your ID. Huh! Does the guest also have to provide identification? A small sigh escapes me.

'Then the room costs X euros. To this we then add 50 euros per person, for if you go for breakfast, use the room service or bar, if you break something and other things. You will get this refunded if you don't use it. Agreed? I roll my eyes at my husband. 'If we break something! I guess it's also policy and I know she's probably an intern. But this really does feel like the first time we've been here AND like we're going to get drunk, smoke stoned and then smash up the room. Just a little warning for us. Anyway, we are in Amsterdam...

Five minutes later, the procedure is complete. We get our room keys and she explains to us how the elevator works. She also tells us that we have a beautiful room (yes I know, because I specifically asked for it). I briefly ask how things are going with the loyalty system because it went wrong last time. 'Yes ma'am, that does go wrong sometimes, but you can fix that yourself afterwards.' Still no sign of recognition that we are regular visitors. She wishes us a nice stay.

How can this be? Especially in this hotel where we come so often! Where, for the umpteenth time, they do not manage to recognize and greet us at the welcome as returning customers. As a loyal customer, this really makes you feel left out in the cold.

When we get to the room, there is a bear with a handwritten card on the bed. Written by the person with whom I booked the room. Now we do feel welcome. But if I were the director of this hotel, I would immediately do something about the check-in procedure.

 

This blog was written for CustomerFirst and published on February 7, 2023

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