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The personal phone call tshows me they actually care. They care about me and my stay. It’s not just a process. Sure the call adds a reminder - I've had dates wrong before – so having that phone call, you get a confirmation and you know they're expecting you. But importantly, that phone call gives the hotel an opportunity to give me a heads up on what to expect when I turn up. Is there a particular place that I need to park? Is there a particular way to check in? Can I check–in in the lounge rather than standing in the queue at reception? Or is there a particular nuance in terms of the hotel location? It might be in a bus lane, but you know that you're allowed to bring a car in. It's not just a phone call for a phone call's sake. It's about helping add value to my stay and helping me with my arrival. Sean ACCOR PLUS DIAMOND MEMBER The notion that people care enough to call me the day before I’m due to arrive – that’s incredible. I love it. Andrew ACCOR PLUS LIMITLESS MEMBER
Humans have a radar. We can tell when someone’s genuine. We can tell if they’re present. And we can tell if they’re just going through a checklist. So when someone offers to help me with something on that pre-arrival call, and they follow-through authentically – of course I can tell if they’re genuine. Andrew ACCOR PLUS LIMITLESS MEMBER When a property calls me, it says they know I’m coming. And it’s particularly helpful when they have maybe a different parking or check-in arrangement – when they call me, it alleviates all my anxieties about arriving – especially if I’ll be arriving late. It’s also invaluable if I need something – say I’ve forgotten toothpaste or a razor – it allows the hotel to get that for me, or let me know if they can’t and then I can grab it at a service station on the way through. David ACCOR PLUS DIAMOND MEMBER
The phone call for me is a personal reminder to say, we're so excited that you are coming in. Is there anything that you would like ahead of time? Without that call, I just don’t feel like I’m prepared. Joanne ALL DIAMOND MEMBER you. Otherwise I worry that I haven’t done my booking correctly – maybe the wrong date - or something else has gone wrong. Anthea ACCOR PLUS PLATINUM MEMBER I really appreciate when I get a pre-arrival phone call because I can explain and check things that I'd like to know about the hotel or if I have any special requirements - especially if there's things like parking and I need to know where to park, it makes a real difference. And it's also nice to know that someone's expecting
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