What All Businesses Can Learn from My Hotel Experience

By Becky Amble

A few weeks ago, I found myself in an unexpected situation. After a big storm hit, I lost power at my home, along with internet and water. Like a few of my neighbors, I decided to book a hotel room on the second night of the outage. What I thought would be a simple process turned into a frustrating experience that highlighted some major customer service failures—not just for hotels, but for any business serving customers.

Let me explain.

I drove to a hotel, only to be told it was fully booked. At this point, I thought it would be smarter to call around, or so I thought. I called a higher-end hotel’s reservation line, and there was no option to speak to a human, and I was in my car needing a room fast. It was already 9PM. The automated system wasn’t helping. I then tried calling the front desk, twice, only to get no answer. No human to talk to. Just silence or a voice mail message.

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Next, I contacted another hotel—this one under the umbrella of a well-known chain. I called multiple times and was put on hold indefinitely. When I finally arrived at the hotel, hoping there might be a vacancy, I stood in line for 30 minutes for the front desk personnel [two of them] to check-in one person. During that time, I watched the front desk staff push a button to send every ringing phone call to voicemail. I also kept calling as I stood in line, hoping for some action. At that point, it was clear: this wasn’t a customer-oriented organization.

To make matters worse, the rate they charged me was $45 higher than what I’d seen online. Then, the next morning, no one was available at the front desk when I had questions. This was at 730 AM which I would assume would be prime time in the hotel business. And that’s not to mention the smell of marijuana in the hallway for two nights, despite the "no smoking" rule and multiple guest complaints. When I finally gave feedback through a survey, someone called back—but no follow-up when I returned the call.

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The Key Takeaways for All Businesses

These are common pitfalls, and they’re avoidable with the right approach. Here’s what every business—big hotel chains and small operations alike—can take from this experience:

1. Answer the Phone! – When customers call your business, they’re looking for help now. Especially in urgent situations, automated systems or endless voicemail are major frustrations. Customers want to speak to a human, not a machine.
2. Consistency is Key – Consistency in service delivery matters. Whether it’s following up on complaints, handling room rates fairly, or addressing issues like smoking violations, businesses need to be dependable. Don’t make customers feel ignored after the sale or interaction is complete.
3. Training and Empowerment – Proper training ensures employees know how to handle customer inquiries, complaints, and general service interactions. Incentives for staff can encourage excellence, ensuring tasks don’t fall through the cracks—like pushing calls to voicemail.
4. Front Desk Presence – A physical or digital front desk needs to be staffed and available when customers need assistance. Mornings are often prime checkout times for hotels, yet there was no one available to answer questions. This applies to any business. Be there when your customers need you.
5. Price Transparency – Always ensure your pricing with what’s listed online or on third-party sites. No one likes surprises when it comes to cost. Clear, transparent communication about rates builds trust and avoids a feeling of being "gouged."

Not Just for Hotels

This isn’t just a wake-up call for hotels; it’s a lesson for any business that serves customers. Whether you’re a restaurant, a manufacturer or a service provider, the way you handle inquiries, consistency in follow-ups, staff training, and customer interaction can make or break your reputation. If your business promises a certain level of service, make sure that your team is equipped, trained and empowered to deliver on that promise.

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At the end of the day, every customer interaction is an opportunity to build loyalty. You don’t want to miss the chance to make a positive impact—answer the phone, follow through, and put the customer at the center of everything you do.

Let’s all aim to do better.

Becky Amble – AI Optimizer | Strategic Marketing Leader | Author | Visionary

Becky Amble is a recognized leader in strategic marketing and artificial intelligence, driving revenue growth and market success across diverse sectors. With over 30 years of consulting experience, Becky has led transformative projects for corporations like 3M and Medtronic, leveraging her expertise to enhance profitability and market presence.

In 2023, Becky dedicated over 1000 hours to mastering AI, authoring five books that empower businesses to harness AI effectively. She actively teaches AI principles to business audiences, ensuring they stay ahead in the rapidly evolving tech landscape.

Becky's insights have been featured in the Wall Street Journal, USA Today, and other major outlets. She has authored over 150 nationally published articles, 250+ YouTube videos, and 15+ books, including five focused on AI. Her contributions have earned her numerous awards, including the prestigious Who's Who Lifetime Achievement Award.

Beyond her professional work, Becky is committed to community service, having served as President of the Bloomington Rotary Foundation and on the Board of Directors of The Eagle Group of MN Veterans.