Tuesday, 20 December 2011

Record response to BC&M annual guest survey

As part of the Belmore Court & Motel commitment to our customers & Vision of becoming the leading independent accommodation base in Northern Ireland we sent out our annual guest survey a couple of months ago.

Almost 10% of the surveys were returned with some really helpful and useful information; 93% thought that we were achieving our Vision.

It is fantastic to read that more than 99% of respondents found the booking process to be Excellent or Very Good. Comments include; Professional and Competent staff, Staff extremely helpful, Michelle was so friendly, Staff were quick to respond, Lena friendly as always, & Very helpful. Online comments; One click and done, clear and easy to use & Missed special offer online, but rang and was able to book

It was a credit to the reception team that no one felt that the welcome was poor and that 99% thought the 1st impressions, welcome, service and booking accuracy were either very good or excellent. This is reflected in the comments; All first class, reception area is always clean and tidy, staff are efficient & approachable and outstanding service as always.

It is also a credit to the housekeeping department that 99% or guests found the cleanliness of the room to be very good or excellent. And that 97% found the maintenance with a similar breakdown of scores. 2 responses showed the facilities to be poor. Both these guests stayed in the Motel Standard Rooms.

Comments included; Couldn’t fault a thing, facilities excellent when room price taken into account and the room was as good as I would expect from a 3 or 4 star hotel.

Not all comments were positive and these give us opportunity to improve; TV and wireless tend to drop out when least expecting it, no WiFi available, Poor WiFi at times - unstable connection,  in winter it just seemed so cold in the motel rooms and Apartment was a bit musty.

Overall almost 98% of people felt that we offered value for money – with 46.5 stating our accommodation was Excellent value for money. Comments from very reasonable to relative expensive. Prepay option was excellent.

The vast majority of people found the Friendliness, Quality and Choice to be very good or excellent – 93%, 86% & 77% respectively. Only 3% thought he choice could be improved. Comments; pleasantly surprised by the quality of food and selection, Varied buffet, fresh and plentiful, Gluten-Free bread was supplied for me, It is a good healthy option, Excellent food and healthy and delicious and plenty of variety.

Negative comments included; What can you say about toast & cereal?, selection wasn't great, breakfast room was a bit hectic, choice for the breakfast could be improved, cooked breakfast could also be offered, Hot breakfast would be more appealing, perhaps having boiled eggs on offer for a hot breakfast and cooked breakfast option would be nice.

Describe you experience at the Belmore Court & Motel in 1 sentence;
A great response from this open ended question; Flawless, perfect service and no issues whatsoever, Superb location, professional service, good value, Friendly, comfortable and great value for money, Convenient location at a reasonable price, I left the hotel satisfied and willing to return, Great rooms,  friendly and helpful staff, Top class facilities for whoever!!, We felt as if our custom mattered, thank you, Home away from home but more relaxing, Relaxing environment where I get a good sleep, A very enjoyable stay, made by your friendly staff, perfect as a base to visit surrounding area, First Class accommodation with welcoming staff and accommodation to suit all people and pockets.

Improvements: following the Annual Guest Survey
  • New Wifi system offering Free Wifi to every customer for the first 30 minutes. £5 per 24hour period after. Executive rooms and longer term corporate clients will receive complimentary Wifi all the time.
  • New heaters are being installed in the older building housing the Motel Standard Rooms providing a better, more efficient heat which is controllable by the guest and aesthetically more pleasing.
  • 32in LCD Digital TVs are also being installed in the Motel Standard Rooms improving the quality of the stay - better picture and more channels.
  • It is hoped in the new year we can paint and redecorate the Standard Rooms with the laying of a new carpet.
Congratulations to Mr Andrew McMurray who won the 2 night break in our Executive Suite. Thanks to all who took part in the survey.

1 comment:

  1. A perfect place for vacation with family and friends especially this coming holiday season, Christmas!

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