Adrian Loveridge – Hotelier
I cannot think of many, if not any, more important aspects of the hospitality industry than constantly listening and responding to your guest’s comments, whether negative or positive. The customer is king. I recently stayed at two ‘4 star’ hotels in the Florida Keys. The first, Hawks Cay was excellent and met every expectation. The second, a major branded hotel, fell dramatically short and I thought that it was only constructive and objective to report our experience.
Sadly, while staying at the hotel management did not respond to concerns raised and as I had pre-paid in full, weeks prior to arrival, felt we did not have the option of moving to another property. Even though the nightly rate was close to US$200, I made the mistake of booking a standard room, largely based on the individual property’s website description which, included ‘153 oversized rooms’ and ‘most with balconies’.
It transpired that well over 40 rooms did not in fact have balconies and to describe the two rooms we saw or occupied as being ‘oversized’ must border on misuse of the English language. There were other issues, including the level of noise during the night, non-smoking areas that effectively were not and sliding doors that would not lock.
Barbados Underground 
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