Dealing with criticism - this is an equally sensitive and important topic for us tennis players on and of course off the tennis court. And an equally important topic for our TennisTraveller hoteliers and camp organizers. Due to current events, I would like to briefly report today on what I consider to be an exemplary response by a tennis camp organizer to negative criticism.
One of the core elements of our TennisTraveller is the rating function that we offer both at our tennis hotels and at our tennis camps - according to tennis-specific criteria. Why is this so important to us? You TennisTraveller out there can experience a hotel or a camp up close and other TennisTraveller definitely benefit from your experiences when planning their trip.
But what happened now: yesterday a negative review was made about a tennis camp in the Hotel Scesaplana on fire. I then immediately alerted the camp organizer, the European Tennis Academy in the person of Joe Hauser.
And I was absolutely thrilled by Joe's reaction afterwards: he immediately personally wrote a very friendly email to the camp participant who had criticized her, inviting her to take advantage money back guarantee .
The lady received a short feedback form on which she was asked to briefly describe which expectations were not met and why during the booked tennis holiday.
Here she can tick a total of 5 points, whereby she receives a 20% discount on the course price for each ticked point.
For me, this is what a perfect way to deal with criticism looks like. Because let's be honest: mistakes happen always and everywhere, something can simply go wrong on the part of the hosts or the coaching team even on a tennis holiday. That happens, okay. What is much more important is how these errors are dealt with.
And for hoteliers and camp organizers, we offer an opportunity to obtain valuable feedback with our evaluation options. This is already seen and valued in the same way by some hoteliers and event organizers. And we're working hard to get even more hoteliers excited about it. And of course we cordially invite you to rate the TennisTraveller hotels you visit here! It's better to complain openly and honestly than at home in a quiet little room! Nothing will change!
Maybe we'll find out how the story ended and whether the camp participant actually made use of the money back guarantee.
Image source: Pixabay, BRuM309-544113
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