Observe and report

Dear Mr. Garrigan:

You seem sincere in your request for feedback about my recent stay at Mainsail Suites Hotel & Conference Center in Tampa. Your title of “performance and quality assurance manager” indicates that Mainsail in general is interested in enhancing the guest experience.

I’ve taken the survey, but I want to give you more information. I realize that what I’m about to talk about is a collection of First World problems, and I’m a little embarrassed to be complaining in general.

But you asked, so here goes:

1. If the suite sleeps 10, then you should equip the kitchen with enough utensils to allow all 10 to eat at the same time. Three bowls, three small plates, four forks and one steak knife doesn’t cut it. There were seven of us. We had to feed the kids, wash the bowls, then feed ourselves, with one of us eating out of a mixing bowl.

2. Continuing with the topic of kitchen equipment, there were no spoons, potholders, dishtowels or sponges. There wasn’t a working can opener, a spatula or a ladle. How are people supposed to cook without these things?

3. If the suite sleeps 10, and you know that we have seven people in the suite, you should provide enough towels for all of these people (especially as I asked for extra towels when I made the reservation). How can you think four bath towels, two hand towels and one washcloth is enough for seven people?

4. If the guest calls and asks for more towels, you should bring them. We called twice for more towels with no response. It took a trip to the front desk and a housekeeper APB to finally get more the first day. On the second day, despite numerous phone calls, we remained towel-less and damp.

5. If you are proud enough to advertise that you have plasma TVs in the living rooms, then you should make sure they work. It shouldn’t take five phone calls to the front desk to get the TV working.

6. If you advertise that you offer free Internet, people assume it is wireless. Who uses an Ethernet cable anymore? Don’t you realize that many people use iPhones, iPads, MacBook Airs, etc., that do not have an Ethernet port?

7. Chances are good that people who are staying in a hotel are on vacation. While on vacation, people generally like to sleep in. Therefore, 6:30 a.m. is really too early to mow the lawn. Leaf blowing is certainly out of the question.

If it really is a “pleasure to serve,” then please make the guests happy by addressing the above issues.

Not likely to return to your establishment,
Beth