Disrupted caffeine ritual at a train station’s hotel.
It is no more secret that I like to relax in a hotel lobby, and a Cappuccino to be one of my favorite hot drink at anytime of the day. Despite the circumstances, one would think that getting one in a hotel should not be so complicated, especially since early mornings can often be a race against time, when traveling. As a seasoned traveler, I have learned the value of being ahead of schedule, allowing me to savor the moments before embarking on a new adventure. However, a recent experience at a train station hotel in Paris last Tuesday morning left me disappointed and questioning the notion of basic service.
In an attempt to make the most of my extra time, I decided to seize the opportunity to grab a last cappuccino for the morning before boarding my high speed train. The logical choice was to cross the bustling Gare du Nord train station in Paris and explore the options available. Little did I know that this simple desire for a cup of coffee would be met with an unexpected rejection.
To my surprise, I was informed by a staff member of that hotel that they would not serve any coffee after breakfast and until lunchtime. The matter-of-fact response left me puzzled, as I couldn't fathom the reasoning behind such a policy. While I could understand the technical constraints of cleaning coffee machines during transition periods, the lack of courtesy and consideration was disheartening.
Satisfaction and experience is our first focus and driver at VERTU Hospitality & VERTU Hotels and Resorts, and we consider that customer service is the backbone of any successful business. It becomes all the more crucial within the hospitality industry. The encounter with the staff member lacked the basic elements of politeness and empathy. Despite my disappointment, I believe that a more pleasant attitude and the offer of alternatives could have transformed the situation into a great customer experience. Rather than a flat refusal, a courteous explanation of the circumstances followed by suggestions for nearby coffee shops or alternative beverages would have been appreciated. After all, the hotel was located across of the train station, where numerous travelers like myself often seek a quick but relaxing pick-me-up before continuing their journey. The absence of such a basic service seems incongruous and fails to cater to the needs of their guests.
Train station hotels have a unique advantage over other accommodation options by virtue of their proximity to transportation hubs. Travelers often choose these establishments for their convenience and accessibility, expecting to find cozy and essential services readily available. One such service is undoubtedly the provision of coffee and tea throughout the day, as it has become a staple of our morning rituals.
While operational constraints exist, the hotel should strive to find innovative solutions. For instance, they could consider investing in additional coffee machines for that matter or collaborating with nearby cafes to ensure guests have access to this fundamental amenity. In doing so, they would uphold the standard expected of a reputable train station hotel and enhance the overall guest experience.
My morning experience at that train station hotel left me contemplating the importance of basic services and the significance of customer-centricity. Although I understand the challenges that may arise in maintaining coffee machines, the lack of politeness and the absence of alternative solutions dampened my enthusiasm. I hope that establishments, especially those situated in key transportation hubs, recognize the significance of preserving essential services and prioritize the needs and satisfaction of their guests. By doing so, they can create a more positive and memorable experience for travelers from all walks of life.
