How a hotel satisfaction promise has led to more discontent


By AGENCY

Customer satisfaction rates in the hotel industry worldwide has fallen, mainly because of staffing issues. — Unsplash

In the 1990s and early 2000s, the “100% Satisfaction Guarantee” was all the rage among many hotels. The gist was simple: Encounter a problem and receive your money back.

In theory, this approach addressed fairly serious issues such as early-morning pool renovations that made the jackhammer an unwelcome alarm clock. Bed bugs. No hot water.

Get 30% off with our ads free Premium Plan!

Monthly Plan

RM13.90/month
RM9.73 only

Billed as RM9.73 for the 1st month then RM13.90 thereafters.

Annual Plan

RM12.33/month
RM8.63/month

Billed as RM103.60 for the 1st year then RM148 thereafters.

1 month

Free Trial

For new subscribers only


Cancel anytime. No ads. Auto-renewal. Unlimited access to the web and app. Personalised features. Members rewards.
Follow us on our official WhatsApp channel for breaking news alerts and key updates!

Next In Travel

Four towns to visit in Kyushu, an often overlooked corner of Japan
Firefly adds more direct flights from Subang SkyPark
This theme park in Penang just secured two Guinness World Records
Singapore appears prominently in Coldplay's latest music video
Climbers planning to climb Mt Everest this year have to pay more as permit fee increases
Trespassers entering the Vatican City illegally will face fines of nearly RM115,000
YouTubers causing monkeys to attack tourists at Cambodia's Angkor Wat
A look at some popular Chinatowns in every corner of the world
Music fans, time to get your hype on with these festivals in Malaysia
More airports (including KLIA) are offering sensory rooms for travellers to calm down

Others Also Read