This travel column was inspired by a 5-year-old washing machine.  During those five years, this machine has needed 18 service calls.    It has never worked well.  It has had mold and mildew problems, and continual drainage problems.  About a year ago, I found out I was not alone with this problem.  There was a class-action suit that I was notified about.  As part of the settlement, the manufacturer came out to fix the washer…again.  The fix lasted 104 days, just two weeks longer than the 90 days that were guaranteed.  After hours on hold, disconnections too numerous to count, being advised that managers were rarely available, and letters to the company president and vice presidents that went unanswered, I accepted my defeat.  When I purchased the washer, I was able to justify the $1,100 cost because of the company’s reputation for superior quality and reliability.  I could excuse the breakdown in quality and reliability, but not the lack of customer service.  The result is that I will NEVER purchase another appliance from this manufacturer.  For me, the company fell short on delivering as promised.

My company sells travel, and this whole washing machine thing had me evaluate how well we do when it comes to service, and also how well our suppliers do.  Just how important is service?  So much of it is tied to expectations.  Our clients expect much more from a Ritz-Carlton hotel than they do from a Holiday Inn.  People realize that both hotels provide beds to sleep in, but some people are willing to pay much more for the extra service which includes “free” amenities.  In luxury hotels, that could mean better-trained staff at check-in, more luxurious beds, marble bathrooms, free bottled water, and deluxe shampoos and conditioners.

Why do some people select a true luxury cruise over a more mass-market product?  While the ships might visit the same ports, one cruise can offer rates from $150 - $200 per day, while the luxury brand can be at least twice that.  But, just like in hotels, many can justify the additional expense because of their perceived value.  A smaller ship with larger rooms, superior food, and more personalized attention can be appealing.  Some include wine at dinner and free cocktails.  A few welcome families and do not charge for soft drinks.  It is often the little things that add up. The luxury cruise line usually pays more for higher quality food, and maintains a higher staff to passenger ratio.

It works the same with airlines.  None of us really believe the food in first class is worth hundreds of additional dollars.  But, the additional legroom, more comfortable seats, and faster check-in are features that add to the whole experience, and some are willing to pay the cost for those features.  It is always funny to me when people purchase first class air for a flight that lasts hours, and then compromise on the hotel they are in for days. 

If we agree to pay more for a product, whether it is a hotel room, cruise or washing machine, we have reasonable expectations to receive the intangibles we paid for.  When a company falls short in delivering the extra value proposition we purchased, we are usually less inclined to shrug our shoulders as if it does not matter.  If certainly does matter!  The hotel, tour and cruise companies who charge more for their products than their competition usually (thankfully) fulfill their promises and exceed expectations.  That is how they continue to thrive.

Of course nothing is 100%.  We recently stayed at a very expensive luxury hotel in Las Vegas.  We understand paying a daily rate for Internet service, but I did not think it was right that the hotel did not provide a free Ethernet adapter in the room.  Even some of the cheap motels offer that.  To add insult to injury, they had an Ethernet adapter in the mini-bar available for purchase at $12.  Don’t you just hate the nickel and diming?  When we visited Vegas the next time, we stayed at a different luxury hotel, The Wynn.  The first thing I checked was whether or not they charged for the Ethernet adapter.  They did not.  We have moved several clients over to the Wynn.  Once again, it is the little things.

We take service very seriously at CRUISE and RESORT, Inc.  With the exception of domestic air tickets and certain concierge requests, we never charge for our services.  We are available by phone, e-mail or via the Internet.  We believe in building relationships.  We value honesty very highly.  We have no problem sharing our opinions with clients, both positive and negative.  We want your purchase expectations to be in line with what you will likely receive.  We provide value, and ultimately, isn’t that what we are all looking for?

CRUISE and RESORT can help you with all your vacation and business travel.  Please give us a call at 888-652-6400 with any questions and for reservations.