Aug 6, 2018 | PTAC Units
Since the day my mother discovered TripAdvisor and Google reviews, every trip with her has changed. Even though she’s still not super tech-savvy, she doesn’t go or stay anywhere new without first looking at the reviews, and she chooses her hotels and restaurants based on those reviews.
She’s not the only one. As of March 2017, TripAdvisor had 455 million unique visitors and 600 million reviews and opinions. Considering that TripAdvisor is only one of several popular review sites, the odds are that people can find reviews of your hotel somewhere on the web. These reviews can range from glowing reports to disgusting descriptions that would make even the most price-sensitive travelers avoid a property at all costs.
International Hotel School put together a list of hotel reviews with complaints so bad they’re hilarious:
- “The room stank…a combination of cats, mould, rot, damp, the local petting farm, and a pair of zookeeper’s wellies.”
- “Weird screams in the morning…possible blood on mattress covering.”
- And my personal favorite, “Very friendly service, continental breakfast was excellent (JUICEBOXES!) and the room was great. Very clean and the haunted sink and screaming toilet gave the bathroom personality!” to which the reviewer added, “Needs improvement: AC.”
Even positive reviews can be tainted by complaints about uncomfortable temperatures. Many reviewers insist that the service was great, the location nice, and the staff pleasant, yet a wonky PTAC unit still left a sour taste in their mouth.
You yourself might have been in a situation where you were unsure about staying at a supposedly great place because you didn’t want to get stuck with a room that was too hot or cold.
How the Latest PTAC Technology Helps Keep Guests Happy
Fortunately, PTAC technology has come a long way. Units can now operate at maximum capacity while still offering consistent levels of comfort and quality.
Newer units are also designed to be maintenance friendly. Better design makes servicing easier, thereby extending the life cycle of the PTAC units.
In addition, units interface with property management systems to allow you to control PTACs from one centralized location and receive notifications about any performance or maintenance issues.
Better maintenance leads to better performance, which in turn leads to happier guests and fewer negative reviews.
How PTAC Technology Keeps Guests and Budgets Happy
Design enhancements to PTAC units have also made them quieter while also offering a better coefficient of performance. Furthermore, new designs contain separate motors for the indoor blower and the outdoor fan. These improvements make units quieter so that guests don’t have to choose between a louder fan and cooler temperature.
Advancements in PTAC technology are also good for your budget. For example, some PTAC units offer energy-saving presets, and energy-management thermostats with built-in occupancy sensors help hotel owners save on their energy bills. These occupancy-sensing thermostats will automatically adjust the temperature when the room is unoccupied, which eliminates unnecessary heat or air. They will also have the room ready at the right temperature when customers arrive. Most energy-management systems can be configured and monitored remotely from a computer, smartphone, or tablet.
Along with cleaning and preventative maintenance, new PTAC technology helps to guarantee customer satisfaction. The most dependable way to avoid bad reviews is to invest in quiet, reliable PTACs.
Jul 30, 2018 | PTAC Units
An analysis of hotel cancellation rates over 500,000 bookings revealed that the average percentage of cancellations hovers around 24%. This means that in order to be accurate, a hotel owner’s calculations of future revenue should include a 24% reduction due to cancellations. And the odds of cancellation increase even further if a site like Booking.com or Expedia is used to make the reservation. Ouch.
The rise of online and indirect booking engines has made cancellation very easy. Net Affinity, which provides a booking engine to independent hoteliers, published an interesting statistic back in 2015: 20.7% of their total bookings were completed on mobile devices.
This quote from Lisa Gevelber, Google’s VP of global marketing, describes the way technology has transformed the ways in which we make decisions about money:
“In a 15-minute walk with a smartphone, I did what used to take hours of research in front of a desktop computer. And the reason I was able to do this so seamlessly was because when I searched, brands were there to meet me in my moment of need.”
When you consider how easy it is for prospective customers to do research, read reviews, book a room, and cancel a booking, it’s no wonder that cancellation rates have risen across the board. But that’s not to say that hotel owners are powerless to reverse the trend.
Here are two ways you can reduce the odds of a refund request and protect your profits.
1. Create a guest-centered culture.
The secret to fewer complaints, fewer refund requests, and positive reviews lies in your hotel’s culture. It may seem like hotels are inevitably customer centric, but in a world of online reviews and constant media exposure, the average guest has become both more difficult to satisfy and more apt to complain publicly.
A hotel is not just a service; it is an experience. Switzerland-based C3 Centricity specializes in customer service training, and in this blog post, consultant Denyse Drummond-Dunn explains that the focus of hospitality services must shift from return on investment (ROI) to return on relationships (ROR).
ROR involves engaging with customers to better understand what they like and how your hotel can create a more positive experience and build stronger relationships with your target audience.
This engagement revolves around dialogue in which the customer is actively involved. That’s right: Your customers can help shape their hotel experience. In fact, many customers know exactly what they are looking for and will do their research to figure out whether or not you can deliver.
Today’s hotel guests will not only go the extra mile to find the best deal but they will also do everything in their power to ensure that they’re getting the most bang for their buck in terms of amenities and experience.
Drummond-Dunn goes on to explain that “having additional control in their lives today means that customers are re-evaluating what they are offered.”
In short, every customer interaction matters—even social media comments—and hoteliers should strive to respond quickly to such queries and complaints. Why? Because 42% of consumers expect a response within an hour.
2. Cultivate the experience.
You can focus on a wide spectrum of customer-centric practices—everything from small details like chocolates on pillows to bigger investments such as the most up-to-date PTAC units and property management technology. Everything from your curtains to your thermostats can and should demonstrate that you have the customer’s comfort and overall experience in mind.
Though it may be tempting to overlook things like energy management and temperature control when you’re shaping the customer experience, the truth is that every detail counts. Relationships die by a thousand paper cuts, and positive reviews are earned by a thousand tiny but positive impressions. Each small improvement you make to customer experience is an investment in the prevention of refund headaches.
For example, new PTAC units can pay for themselves quickly by turning a hot or moldy room into a pleasant place to relax and recharge.
Do not let the twenty-first-century, web-savvy customer intimidate you. Hoteliers still have the same goal: delivering the best possible experience at the greatest possible value. When you pursue this goal with customer-centric company culture at the forefront, your guests will notice and express their gratitude in the form of positive reviews.
Jul 19, 2018 | PTAC Units
With vacation season right around the corner, it’s time to switch out your old PTAC units. The best PTAC units aren’t always bigger. In fact, “best” may mean smaller if smaller units are more appropriate for the room size. That’s why you should take these six factors into consideration when you’re investing in new PTACs for your property.
1. Reliability
Unreliable units result in uncomfortable temperature extremes, which can lead to refund requests and lost revenue. A PTAC malfunction during a stay can also lead to unhappy customers who leave negative reviews. Furthermore, frequent repairs drain your maintenance budget.
Be sure to choose a brand known for reliability. Getting units that are built to last may be more expensive initially, but the savings will add up in the long run.
2. Efficiency
GE notes that room heating and cooling can contribute to as much as 70% of a property’s energy costs. When you’re a hotelier heating and cooling hundreds of rooms, the efficiency losses and extra energy costs add up quickly.
During your search, pay attention to the EER (Energy Efficiency Ratio) ratings of units. A higher EER rating means that the unit is more energy efficient and will save you on energy costs.
3. Power
The units you invest in should be powerful enough to cool the entire room. Many vendors will include room size in the product specs, but it’s still important to calculate the British thermal units (Btus) that your rooms require. Not enough Btus will result in an overworked unit and poor air circulation, and too many Btus will make a room feel cold and clammy.
Many different Btu calculators are available online. Use one to check the Btu specs of your existing units. (Look on the plate under the front panel.)
Additionally, there are different amperage options available on the market, so if the unit receives power from an outlet, be sure that you choose the correct plug type.
4. Heat Pump vs. Electric
Heat pumps and electric heat are the two types of technology that the best PTAC units use to heat and cool a room. It’s important to choose the technology that best suits your needs by considering the property’s geographic region and local climate.
Units with heat pumps sometimes cost more up front, but they are also more energy efficient. Heat pumps are not as powerful as electric heat, so if your hotel needs to provide heat during cold winter months, electric might be a better option. But, if your PTACs are primarily used for air-conditioning, then a heat pump will save you on energy costs and still get the job done.
Though units with electric heat typically cost less up front, they use more energy. If your hotel is in an especially cold area, electric heat is probably the best option. How quickly the unit can heat the room may be more important for your guests’ comfort (and your bottom line) than the initial cost savings.
5. Ease of Maintenance
A PTAC unit must be maintained well in order to function at its best. However, it’s also important that maintenance is not so invasive as to disturb customers or put rooms out of order for days at a time. Look for units that have ease-of-maintenance features such as easy-access air filters and quick-connect power cords.
6. Product Support
If possible, choose a product with a good warranty and product support from the manufacturer. That way, the manufacturer will respond quickly if any issues arise and issues are easily resolved. Warranty previews and customer support information are often available on the manufacturer’s website. Use that information to decide which warranty is best for you.
Scope out the manufacturer’s website and reviews to determine how their customer support system works. Is it only a phone number or do they also have a way to submit requests online? Is there 24-hour support? Will they send their own technicians? Good product support combined with ease of maintenance will make repairs a breeze.
Purchasing the best PTAC units for your property is a huge investment, one that should be handled with care. So the next time you venture out to replace your PTAC units, be sure to pay attention to these important details.
