The signal emerged in what seemed like a minor conversation. A couple had just arrived and politely asked what time the live music by the pool would begin. No one on the team knew what they meant. After reviewing their reservation, we discovered that one of our channels was still displaying a description from the previous season, when that activity was offered several nights a week. The service had disappeared months earlier; the promise, however, was still working full-time.
The issue was resolved without drama, but it left me with a concern I know well. The hotel was convinced it had removed an activity, while part of the market was still buying it. From our perspective, the operational change was complete. From the guest’s perspective, we had just failed to deliver something that may have influenced their decision to choose the property. The problem was not at the pool, in Entertainment or at Reception. It was in a public statement that had outlived the reality it was supposed to describe.
One Lead Hospitality account · no duplicate subscription identity