TravelTalkOnline Forums Travel and Vacation Forums British Virgin Islands How to treat, and not to treat, your customers

We just arrived home from our trip a day ago and will eventually put together a more complete report. However, I thought I would contrast two tales of how customer service should be done in light of recent events related, at least tangentially, to the trip.

THE BAD - we stayed overnight in STT at the Marriott Frenchman's Cove. A beautiful two bedroom villa. All in all the place was pretty dang nice and for the most part a good experience. Other than the staff members that behaved as if they were ready to physically remove us from the room when it was time to go.

The morning of check out we got up relaxed on the balcony for a bit and went down for the $20+ breakfast buffet as it was the only option available onsite. Whatever, no big deal. We got back to the room about 10 and started packing. 5 minutes later someone is pounding, and I mean pounding on the door. I answer it and an aggressively rude man, without preamble or greeting barks. “don’t you know checkout is at 10:00!!” Well, no I didn’t realize that. Seems pretty damn early, but whatever. I look at my watch at it’s about 5 minutes after so I tell him we’re packing up and will be out in a 10 minutes.

Less than two minutes later (checked my watch) more pounding. Two minutes after that, more pounding. We left within the 10 I told him and as we walk out there were three staff members standing there with their arms crossed, glaring at us and generally acting like we had robbed the hotel safe.

I realize we were in the room a few minutes past official checkout. Fine. One polite knock or phone call would have been sufficient and in keeping with how you should treat guests that are paying a premium price to stay at your facility if you want them to return. I won’t be.

Rant over/

THE GREAT- I bought several Polar Bear coolers last year when they ran the 2 for 1 sale. Towards the end of the summer my backpack cooler started to leak a bit around the bottom straps. Not severe, just kind of made the bottom of the cooler very damp and would leave moisture on the floor if left out long enough.

I called them today to see if they would fix it, replace it, whatever. Super nice lady plugged my name in the computer, confirmed my address and said they would send me a new one immediately. I offered to send the old one back in, but she said to keep it and use it with icepacks or something if I could.

Amazing customer service, warranty and exactly the kind of treatment that will cause this consumer to continue purchasing from that company.

I'd put that rant on tripadvisor. The locals may not care, but I bet Marriott will.

2nd the TA suggestion and DON'T hold back!

Couldn't agree with you more Chriskal, regarding Polar Bear. Their offices are about 3 miles from our home and we stop in buy our bags. They couldn't be nicer, and completely customer focused. They joined TTOL recently and offering promo codes to forum members.

I sing Polar Bear's praises so much that my husband says I should become a distributor.

We stayed at the Marriott in June on the way to STJ. Yeah, interesting place. We had 2 hours after check in time. Fine for a one night stay but I wouldn't recommend it for a vacation.

I received an email from Polar Bear for 2 for 1. Thought some of you might want this info:

Here's how it works: click www.polarbearcoolers.com, fill your cart with 2 or more qualifying Nylon Series Coolers. Once you have them ALL in your cart, go to checkout, enter the coupon code 2112 and click "APPLY". The cost for any qualifying coolers in the cart will be cut in HALF! This 2 for 1 offer is only valid until December 20th, or while supplies last.

Yep Polar Bears are awesome, up to 5 now and have the new series ones too. Packing one Monday to head to BVIs.

I fully expect some manager told that Housekeeping Manager to get that place you noted as "nice" ready. Ready for someone who was important to that manager Barking the orders a long way from your door. You just got run over in the process. Welcome to the issues that come with larger properties.

Yep...we got one of the new ones too with that cool new insulation and emblazoned with polar bear logo in blue/white for us headed 12/30! You know the owner of Polar Bear worked with Yeti previously to help design their "Hopper". But the Hopper zipper stops and doesnt go the whole way. Price point way better on Polar too. I sound like a distributor and not! Just a fan.

We have a Yeti Hopper & I hate it! Sooo hard to get things into & out of! When I packed the boat to head to the islands I didn't even leave the yeti onboard. Will be looking into these Polar Bear coolers!

The Polar Coolers seem to be pretty good so far after one years worth of work...the larger one even survived a trip through the neighborhood on the front of my Jeep and eventually being thrown off and into the gutter! A kindly neighbor eventually returned it to me (sans beer) <img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" /> after some inquiries on the neighborhood message board. I think one buckle was busticated, but otherwise the cooler is fine. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Grin.gif" alt="" />

And when you're ready to fly home and your cooler is empty wrap your dirty beach towels around those bottles of rum and put them in the cooler! <img src="http://www.traveltalkonline.com/forums/images/graemlins/Grin.gif" alt="" />