Che Hotel Group Launch 100% Satisfaction Guarantee

CHE Hotel Group is launching its new '100% Satisfaction Guarantee' to be introduced across the group’s UK portfolio. This new initiative aims to resolve any problems a guest may have - right on the spot! If a guest is not satisfied with any aspect of their stay, and the situation cannot be corrected to the customer’s satisfaction, they will not be charged for that element of their stay. *

Michael Prager, Chief Executive for CHE commented: “This kind of guarantee, which waives payment if customers don't get the facilities they're promised, is still rare amongst the UK’s leading hotel chains. I believe that we are amongst the first few hotel groups to adopt this customer centric approach.

A customer whose complaint is handled promptly, effectively and to their satisfaction is over 80% more likely to return and stay with us again.”

“Through this initiative, we hope to be able to deal with any form of customer complaint quickly and effectively, says Tom Struzzi, Marketing Director for CHE. “We want to reverse the 'Basil Fawlty' curse - the old stereotype of the surly hotelier who doesn’t listen. Our ‘100% satisfaction guarantee’ helps staff to always put the customer first.”

CHE's decision to allow individual staff members to exercise their own discretion in settling situations can be seen as a symbol of the group’s confidence in its staff selection and training schemes. Rather than not listen to complaints or refer them to a faceless department, developing on the spot solutions through personal discussions reduces stress, for both hotel staff and valued customers. “We want to create an atmosphere of trust,” explains Tom, “ this is vital to ensure repeat business and customer loyalty.”

CHE believe that a hotel should be run like a welcoming ‘home away from home ’: a place that fits like a glove around a guest’s personal standards and tastes. This takes all the pressure off guests, leaving them time to relax and refresh themselves.

All guests will receive a personal note from the hotel’s general manager explaining the '100% satisfaction guarantee' in friendly language, steering clear of cold jargon and terminology.

“Word of mouth is a valuable factor in any industry, and bearing in mind the principle that a dissatisfied customer tells 12 other people about a bad experience, while a satisfied one tells just eight. CHE's '100% satisfaction guarantee not only makes sense for the customer, but makes good business sense too,” says Tom Struzzi.

Goodbye Basil Fawlty, hello friendly flexible service!