It is possible for hotels to offer good service, even during an economic crisis.

This was the message from MD of The Capital Hotels and Apartments, Marc Wachsberger, following an article revealing that agents and operators were struggling with poor service from hotel reservations’ call centres.

Many took to closed travel trade groups on social media, including Open Jaw by Travelinfo, showing a growing tide of dissatisfaction. 

“Hoteliers that identify the opportunities rather than the pitfalls presented by a situation are the ones that will survive any economic trials and tribulations,” said Wachsberger.

“We launched the group in the post-2008 economic crisis and have always sought opportunities for growth at a time when others choose to hold back. South Africa will recover from this pandemic, and it’s important to continue offering the same appealing products and services now, so that hotel guests continue to have confidence in our hospitality sector in the future.”

Wachsberger said The Capital Hotels and Apartments group had honed its offerings during the height of the pandemic and had continued to adapt to the current environment.

MD of eBEDS, Cas Hulsbosch, also weighed in. “This is where using an online accommodation aggregator can help speed up a travel agent's processes! We offer support through our local team, with a local number or WhatsApp call, no matter if you're dealing with a hotel locally or internationally.”

He said service levels could not always be guaranteed as it depended on the type of issue and the hotel's staff. “As an aggregator we consolidate our volumes into these hotels, meaning we tend to be a priority account for them, which helps with resolution times.

“On top of that, getting rates, documentation and commissions are all automated, which helps speed up processes as well.”

Operators who commented on the original story, agreed that they had experienced shoddy service from hotels as well, with Africa 2000 Tours’ Gillian Maskell pointing out: “It took me two months to get an invoice out of one of the most expensive hotels in Gauteng. Only when I was rude was it forthcoming. I thought they needed business?”

MD of Wild Wings Safaris, Onne Vegter, believes in simply changing service providers. “If we have to wait days for someone to get back to us, the booking goes somewhere else.”