Magazine article Marketing

Marketing Mole: We'll Call You - Ibis Hotels

Magazine article Marketing

Marketing Mole: We'll Call You - Ibis Hotels

Article excerpt

After a damning Which? report on the cleanliness of its hotels, we called Ibis to see whether the bedbugs would bite if we booked a room at the chain.

Ibis Good morning, customer relations.

Mktg Hi, I was looking to make a booking with you at the Euston hotel as I have some friends coming. I've done a search on Google and a report by Which? came up on cleanliness. I was just looking for some reassurance.

Ibis In view of that, was it any particular hotel?

Mktg Yes, it was the hotel in Euston, where their train is coming in to I thought it would be convenient. I've had a look through the report, I think it was Which? anyway.

Ibis I know the one. We don't deny that what the investigators found was completely unacceptable. We were really quite distressed to hear their findings. To add some context, those investigations were carried out in September of last year. The hotel was made aware of the situation and we were able to take some further action. I'm confident that you wouldn't find the same thing.

Mktg What reassurances can I have? I'm not going to go around with a magnifying glass, but do you have a refund policy? …

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