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Monday, 13 May 2013

An Inspector Calls

Hotel Inspectors visit each establishment once a year and stay as a guest unrecognised until the following morning when they announce themselves and request a meeting to discuss their stay. So it was on May 2nd I was summoned to reception to meet the AA inspector and hear her report on her stay. She told me how much she had enjoyed her visit and how welcoming and friendly everyone was as well as professional. She praised my staff for their excellent hospitality and raised our merit score to 85% which I believe is the highest in the area. Which brings me on to my rant about the hotel grading system. As I have written in a previous blog stars are awarded on facilities and I am always being asked by customers why are we only 2 stars as we deserve to be more! It is the merit score that determines the quality of the hotel and the service as well as the 2 red stars that the Cloud Hotel was awarded in 2011 but not many people understand this. I am lucky to have very loyal, hard working and trained staff who are professional and have supported me over many years to create a red star hotel. They are a great team, I can even go on holiday and know that the hotel will run just as efficiently when I am not there and I never worry.

That is why I get so disappointed when we get a negative review from one of our customers. I recognise we can't please everyone but Tripadvisor allows anyone to put a review on the website anonymously. We have so many happy customers who return to the Cloud Hotel year after year and write lovely comments in our visitors book but of course these comments are not seen by the world! Tripadvisor can be so damaging to businesses which is not appreciated in these tough economic times.

We are holding our annual charity cream tea on Sunday 14th July at 4-5-30pm and all proceeds will be shared between the Variety Club Children's Charity and Jack's Place at Naomi House Children's Hospice. Two very worthy charities so do come along and help us raise as much money as possible. Linzi Luker of Linzi's of Lymington will once again be donating the scones so if you would like to
come the cost is £7-00 per person to book call 01590 622165.

The New Forest is coming alive again after a long gloomy winter . The foals are arriving, the gorse is in full flower and the fresh green leaves on the trees is a sign that summer is on the way. If you would like to learn more about the New Forest it's wildlife, the ponies and the history and traditions of the New Forest why not book a Minibus Tour guided by a former Chief Forester. This service provides an enjoyable and informative tour of the Forest and you can be picked up from the hotel.

I look forward to welcoming you to the Cloud Hotel so you can see for yourself what a beautiful area it is.