Friday, September 25, 2009

I want to jump off the Golden Gate Bridge sometimes!

Some people make me want to throw up my arms and say "are you kidding me?"

Back in the olden days (10 years ago), people would get out their AAA Book, call a travel agent, call the local visitor's bureau, call hotels and request a brochure and make their choice that way. They were dependent on the information that THE HOTELS put out via their sales department to make their decision. The hotels had more control over the information and sold folks on their particular hotel. Today, people use the Internet and review sites to make their decision. People are relying on the comments and postings, often anonymous and from complete strangers, on review sites such as TripAdvisor to make their decisions on which hotel to stay. That is fine, and it is the new reality, but in my opinion, the responsibility for the selection has shifted from the hotels to the guests. Now, it is buyer beware! People are choosing the hotels, the hotels are not selling themselves to the guest like they used to do. Thus, assuming that the service is good and everything is working, if a guest doesn't like the hotel THEY selected, that is their fault, not the hotel's fault. Case in point: The Chancellor Hotel

We are now, always have been and always will be (as far as I know) a hotel without air conditioning, with small rooms, smaller bathrooms and a hotel with all of the charm and character (quirks) of such built in 1914. That is not going to change. It is on our website and mentioned repeatedly throughout our reviews and postings on the Internet. When considering the Chancellor Hotel, that information can't be missed. Therefore, if someone selects us to stay at when visiting San Francisco and they are unhappy because we are a historic hotel and/or we have small rooms, etc., who's fault is that? Is it fair that we get dinged because we are what we are and people pick us anyways? I don't think so. If I rented an old Model A car, and it served me well, I surely wouldn't complain because it clinked and rattled, and didn't have a cup holder like every other car today does.

Don't get me wrong either. I am not excusing things not working or poor performance. If I rented an antique car for my wedding or whatever, it should do the job. If someone stays with us, they should get a clean room, everything should work and the service should be very good. We are not perfect, things break and stuff happens. However, if the car broke down during my wedding, I would want things made right. The same goes for us. If we drop the ball or fail to deliver, we will make it right. We always have and always will. But again, if I rent an antique car, if is unfair of me to complain because it is not like a new car. If you book a historic 3 star hotel, you will be getting a historic 3 star hotel. Don't knock us for what we are, just accept that we weren't right for you and you know better for the next time when considering a 3 star historic hotel. Thanks!

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