Do Air Your Grievances To The Hotel Manager

I would classify myself as a frequent traveler and sometimes fussy hotel guest.  Last week, I traveled to Iceland.  When my travel companion tested positive for Covid the day before departure, the trip became a solo mission.  I flew overnight, landed in Reykjavik, spent too much time picking up a vehicle, hiked to see a waterfall, and finally arrived at Hotel Husafell in West Iceland about a quarter to six.  I was in a fragile state at best.  I chose this hotel for their nearby “Canyon Baths” which looked to be natural, thermal baths that sat peacefully in a hidden canyon.  I inquired with the receptionist about how to reach the baths.  She told me that they are by tour only and the last tour was at five.  “Can I go in the morning before I leave at 11am?” I asked. “The first tour is not until 10 and it lasts two hours.” She said. She pointed me in the direction of the man-made thermal swimming pools that sit adjacent to the hotel and are open to the public.  “Those are open until seven, if you hurry you can take a dip.”  I changed quickly and ran over there only to be shut down by the unfriendly character manning the public pools. “Sorry, too late.” He grunted at me.  Feeling like my first day in Iceland, on my first solo trip, was a total fail, I defeatedly walked back to the hotel.  

In retrospect I should have done more planning before arriving.  I should have confirmed the process for the Canyon Baths and made a reservation.  I felt that I was not given any heads up prior to check in and had I been alerted to closing times and processes in the way that I was alerted about a firm 3pm check in, I would have planned differently.  I mentally gathered my talking points and asked to speak to the hotel manager.  She led me to a quiet nook of the lobby, I explained my disappointments to her calmly and methodically.  She responded with “I am so happy you are bringing this to me.  We are right now in the process of trying to improve our pre-arrival communication for guests.  What can we do to turn your stay around before you leave tomorrow morning.”  I was so shocked that I actually did not even have a response at the ready.  She then said, “How about I ask the chef to make you a special dinner and see if I can get our tour guide to take you on a private tour of the canyon baths at 8am before you leave.”  She made both of those things happen. I got to know the hotel staff and my tour guide personally over the next 16 hours. All had wonderful stories of their connection to the Husafell area and I felt so touched that they went out of their way to turn my stay around.  The Canyon Baths were better than I imagined.  I left the hotel gushing about my experience and this hotel manager changed the tone of my whole trip.

Things do not always go as described in Husafell, I am well aware of that.  But somewhere along the way, we picked up an US vs THEM mentality towards those in the hospitality industry and how we approach our dissatisfaction with hotels.  We need to get back to a mutual level of respect and communication.  Hotels with good service and a staff who care, want you to walk away on cloud nine.  They want to know if you are not enjoying your stay and will do what they can to course-correct.  Those that don’t hear you out or try their best to improve your stay, aren’t worth your business.  There have been many times that I have not approached this scenario as I did in Iceland.  I have stewed in my dissatisfaction or lost it on a front desk manager, neither of which solved anything.  Keeping your tone conversational and friendly is key.  Through my chat with the Manager at Hotel Husafell, I learned that she had come through the ranks of some of the finest hotels in Europe and came home to Iceland four months ago to run this hotel.  She had grown up in the area and her parents were both also in the hotel industry in Iceland.  Hotels are more than just a place to lay our heads at night, they are our support system and best connection to the local community.  As we regain our travel legs, just a little reminder to treat them as such.