How to satisfy the common traveler in South Africa

The common traveler may seem like just that to most people, a person away from home on business, recreation, or simply a pleasure stay at one of our many well sought after holiday spots here in Gauteng. I run a Trio of Guest Houses in Melville/Auckland Park Johannesburg and see the other side of what many people overlook. What brings me to this subject is that just the other day I was researching a few other establishments in Melville who are very well known and receive the majority of the business in the accommodation industry throughout the year here. What I saw was shocking; Bad reviews online from not one but all the places in which I looked into. Well after about five or so I immediately looked into my own establishment, (Micasasucasa) and noticed the same complaints as the other places listed. I take pride in delivering the best service and providing a memorable experience to individuals and families when they are traveling through our city and I know what it means when the word customer service is used. I also know the owners and senior management of my neighboring bed and breakfasts and guest homes in the area practice the same ethics. I started to call around and ask questions to see if I was behind the times or overlooking something that was obvious to them. What I found out is that no matter if the person is on business and not paying, how well off a person is or what his or her predicament is when they book into an accommodation in Melville, they expect to be treated like royalty because at the end of the day their stay is paid for and its not free. These are the same people who want a discount because there was no parking, or the hot water was not as hot after a 40 minute shower or they didn’t like the menu served in the morning. People are always going to complain because they are human, and we in the hospitality industry are not perfect. So how do we satisfy? Simple, we bend over backwards and give the best possible customer service that we can, take all comments and feedback into consideration for improvement, cater to their needs and make them feel at home away from home and have thick skin because no matter what you and your staff do you will still get complaints and bad reviews. Just as it is in life you look at it as constructive criticism. Take the negatives and make them positive but never stop smiling and you will see them again in your establishment but this time they bring a friend of a family member because deep down they know you went all out for them even though they paid a small amount or it was a free room from their company. If you back talk and lower your standards then you loose not only that customer but all of his colleagues and friends that he will surly refer to you because you put up with all their complaints and tried your best to fix them all. In closing if you are ever in the Melville area of Johannesburg be sure to drop into Micasasucasa guest house trio for a pleasant stay, and if your in a not so good mood due to work or other pressures are bothering you then we will do our best to cheer you up and make your stay one to remember.