Don’t Make These Mistakes
I tried to book a hotel earlier today.
It was a nightmare, but it provided a simple and easy business lesson: Don’t make things too complicated.
Here’s what the company did wrong. And bear in mind this is a multi-million pound, international hotel chain.
- After I hit the “book now” button, I was taken to a page with a ton of options. So many, in fact, I didn’t know what to pick
- They had variable rates across the nights… so they estimated my price being £130 for each night. After I hit the buy button, I was informed the price was more for the second day. So I paid more than they told me I would on the confirm page. This is unbelievable.
- I queried this and was told there’s a “no refund policy” if I was unhappy.
Jesus Christ.
Now, the crazy thing about this is that I didn’t care about the cost. The hotel is exactly where I need it to be and the trip is going ahead whatever. If they had have been clear from the start, I would have paid anyway.
But seriously, when I started this article, it was just going to be about the options and price confusion. Now it’s about more.
DON’T Offer A Ton Of Options
Before I could put my credit card details in, I was offered a ton of different options that confused me for a long time.
Did I want a premium king room or a premium king room on a reward discount? I don’t know what that is.
Then do you want breakfast or special breakfast?
And about twenty different options that all changed the price by about £4 a time, weirdly worded and otherwise completely unfriendly.
This was after I’d hit the “Book” button and before I’d put my details in.
It would have been much better to have me order and then upsell me on the details (preferably having explained them.)
Don’t Give People An “Estimated” Price And Then Add To It Without Confirming First
This is unacceptable, to be honest. I’m pretty mad, and I don’t get mad very often.
For a massive hotel chain that doesn’t care, this is bad.
If you’re a small business person, then this is tantamount to destroying your reputation and just bad form to boot.
Give people the price. Don’t confuse them and then don’t double cross them.
Don’t Respond To Customer Complaints With “We’ve Got Your Money, Fuck Off”
One of the hallmarks of shady business dudes on the internet – as well as hotel chains, it’d seem – is to say “no refunds” or “refunds only if you wait 30 days, spin around and jump on the spot and then send the video to us.”
This is a one-way ticket to unhappy customers.
Sure, you can keep the money. That’s fine and your bank account doesn’t suffer. Well, unless they charge back which they’ll inevitably do if you’re just some internet dude as opposed to a multi-national with a legal team and all that.
But the bigger issue is this: You will never, ever get any more money from them. And they’ll probably give you a one-star review on every platform they can and they’ll tell all their friends and family to never use your service ever again.
Final Thoughts
So let’s conclude rant-disguised as business stuff.
I’m not one for calling out a company online and throwing mud, but honestly don’t make the above mistakes.
I will 100% never use the company I mentioned above again, and you don’t want people to say the same about your business.
Catch you later.