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Sunday, 24 October 2010

Tripadvisor

I don't think many people are aware that anyone can put a comment on Tripadvisor and unfortunately it can be very damaging to a business. Friends, relatives and PR companies are sometimes asked to put  a glowing report for a certain hotel on Tripadvisor likewise a competitor can put a very damaging report about a hotel on Triadvisor to try to ruin a business. I always accept constructive critisism and act on it immediately but I find it hard to accept a damaging critisism put on Tripadvisor that I don't feel warrants such a tirade of abuse. It can not only be damaging to the hotel in question but it is also very hurtful to my  staff most of whom have been at The Cloud Hotel for many years and are committed to creating an hotel of excellence. Referring to the comments put on Tripadvisor recently I cannot recall anyone sending their meal back because it was inedible or even leaving their food. If it was inedible why weren't we told? I always speak to all my customers whatever their age if they are approachable but sometimes a person's body language tells me they want to be left alone and I respect that. It is the last week of October and The Cloud Hotel is 99% full and most of the customers have been before, some of them many times so we must be doing something right. I accept that we cannot please everyone but if a customer is so dissatisfied with our service it would be nice to be told at the time so we can put it right.

The AA inspector stayed at The Cloud Hotel in April this year. We were not  aware of his presence until he introduced himself on his departure the following morning. I would like to quote some of his report.

'The Cloud Hotel continues to impress. Notably well run, Mrs Owton stands out as a leader. This inspection achieved commendable results, justly deserving a continued recommendation at Two Star classifiaction, and with an increased and impressive AA Merit score of 84%.'

Two Star represents the facilities at the hotel and the 84% Merit score represents the quality of the hotel. ie the cleanliness, the service and quality of food and the hospitality.

The report continued.

'Hospitality and service were key strengths, host led, many of the team also deserve praise for their smiling friendly approach to all guests, little wonder at the success of this business. Service too was well managed, all aspects most professional and attentive, booking and arrival particularly stood out. Physically the hotel is in great shape, bedrooms are very comfortable, especially beds which are well dressed with great linen and high specification mattresses. The kitchen team also deserve praise,enjoyable dining, fresh, hot and appetising dishes. Housekeeping too deserve a mention, delightfully clean throughout. Continued success seems assured at The Cloud'

The AA are producing another Guide 'Best Hotels in Britain' and The Cloud Hotel has been invited to be included in this Guide.

I hope I shall have the pleasure of welcoming you to The Cloud Hotel, a place to unwind and relax.

Avril

Wednesday, 6 October 2010

Worlds Biggest Coffee Morning

The Cloud Hotel took part in The Worlds Biggest Coffee Morning on Friday September 24th in aid of
Macmillan Cancer Support. It was lovely to see so many friends and business colleagues and we raised £620-00. Thank you to everyone who came and supported the day.

The leaves on the trees are slowly changing colour and the evenings are beginning to draw in. The clocks go back at the end of October and the golden hue of the Autumn colours will be at their best in late October and early November. It's a lovely time of year to visit the New Forest National Park and unwind and relax before the Christmas rush. Lymington Market is held on a Saturday and is a great place to do your Christmas shopping and get some bargains. There are also some lovely shops in Lymington where you can browse and avoid the rush and crowds you experience in the big cities. There is a direct train service to Lymington Town from Brockenhurst so you don't even need to take the car and worry about the parking. Alternatively Brockenhurst and New Milton are also good shopping centres with lovely gift shops, Pot Pourri in Brockenhurst and Inspiration in New Milton both shops well worth a visit.

If you don't feel like shopping bring your warm clothes and wellington boots and go for long walks in the New Forest or along the seafront at Milford-on-Sea before returning to The Cloud Hotel to relax in front of the log fire whilst enjoying one of our famous cream teas.

I am just about to launch our new website designed by Karl Jones of kn media. Karl designed my present website but like dance, business can never stand still so I felt it was time to redesign it. It should go live by the end of this week so I hope you will like it.

It's been another busy week for me because as well as a full hotel and busy restaurant I was booked to do a talk for the Lymington Town Yacht Club on Wednesday evening and for The Foresters Flower Club in Copythorne on Thursday evening.

The Wessex Women meet on Wednesday 12th October to hear Karen Guttridge of Slim Focus speak on 'Change your Thinking Change Your Weight' a subject most women are quite passionate about! I go Nordic walking with Karen three times a week and feel so much fitter and slimmer since I've been doing it.

I can't believe how quickly Christmas seems to be creeping up on us. If you want to book your Pre-Christmas lunch or dinner with us do so as soon as possible, bookings are coming in thick and fast so don't leave it too late to book yours and be dissappointed.

We are enjoying an Indian Summer in the New Forest at the moment long may it last.

Avril