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People 1st has come out in support of hotels in London, following the publication of two reports ranking the capital as a “hotspot” for the UK and Europe’s least satisfied guests.
Seeking to counteract two reports, the industry skills body said that it recognised the need to raise standards but also praised London’s hotels, including the 4-star Strand Palace and Hilton and Holiday Inn sites managed by the London-based 4C Hotels group, as “pioneers in customer service”.
One report, released earlier this month, ranked hotels in London as some of the worst for guest satisfaction in the UK and Europe, while another published in March cited London as the worst in Europe for ‘friendliness and expertise’.
Simon Tarr, managing director of People 1st, said: “Although they portray a landscape ripe for improvement, we feel the reports do a disservice to many of the capital’s hotels where, in our experience, customer service and people-handling skills are very much alive and well.
“Let’s not forget that London has the most hotels per square mile in the UK, and is also one of the most expensive areas to book.”
Tarr concluded that there is still “room for improvement” but the outlook should be “one of optimism”. He said the face of UK tourism is “changing for the better” and that People 1st are proud to be working with many businesses, including those in the capital, to help challenge perceptions.
