MONTH IN REVIEW
GO ONLINE
www.hotelowner.co.uk
POOCHES
Arch London
to offer luxury
experience to
dogs
The Arch London hotel is offering its
four-legged guests a luxury experience
as the five-star hotel plans to make its
property fully dog-friendly.
The hotel will set out to treat dogs
to an “indulgent experience”, complete
with luxurious dog beds, feeding bowls,
treats and pet food cooked to order.
Dog walking services are available,
allowing owners to relax whilst “their
furry friends explore the 350 acres of
nearby Hyde Park”.
Dog-sitting services are also
provided by the hotel in case owners
wish to leave the premises.
As well as this, the hotel can offer
to arrange for a pampering session
in Chelsea’s luxurious Pet Day Spa,
where the dog can be groomed,
indulged and revitalised.
UPCOMING
EVENTS
26 - 27 September 2017
Hotel Tech Live – ExCel London
17 – 18 October 2017
Independent Hotel Show –
Olympia London
8 - 9 November 2017
Holiday Park & Resort Innovation
– NEC Centre
September 2017
FEEDBACK
Negative
reviews?
85% would
‘rather leave
positive ones’
Some 85% of hospitality customers are
more inclined to leave a positive review
than a negative one, a survey from
hospitality software partners Fourth
has found.
The survey, which took a sample of
1,500 dining consumers, revealed that
customers left on average 3.4 reviews
a year and the core drivers behind
leaving a positive review were: quality
food (87%), attentive staff (69.4%), and
quick service (46.7%).
The findings also highlighted that
younger consumers aged between
16 to 29 were twice as likely to leave
a negative review as their older
counterparts, aged 45 to 59.
The survey also found that those
aged 16 to 29 were twice as likely to
leave a negative review because of
incorrect website information, than
those aged 30 to 44. They were also
more than eight times as likely than
those aged 44 to 59.
When asked what factors influenced
leaving a negative review, the top
results were: poor quality food (78.8%);
rude staff (68.6%); and waiting time for
food (61.9%).
The survey also revealed that
operators had the best chance of
appeasing a negative review if the food
wasn’t up to scratch, if they provided:
a discounted bill (58.2%); great service
throughout the meal (46.2%); the offer
of a complimentary return visit (39.2%).
Catherine Marshall, communications
director at Fourth said: “Customer-
driven online review platforms, such
as TripAdvisor, have become very
influential drivers in generating footfall.
“It is clear that the younger, tech-savvy
generations are more critical than
1
2
3
4
5
the older generations when it comes
to leaving negative feedback and
therefore forward-thinking operators
seeking to future proof their business
are tracking, analysing and acting upon
customer sentiment.”
She added: “In the end, it all comes
down to businesses utilising technology
to get total transparency on their
operation so that they can make
informed decisions to improve sentiment
and drive sales – two vital levers in
today’s challenging environment.”
DEVELOPMENT
Work starts
on new £20m
Liverpool hotel
Liverpool-based contractor Newry
Construction has begun work on the
£20m Times Hotel by Vincent in the
city’s historic Ropewalks district for
developer Elliot Group.
The 116-room hotel will be situated
on Seel Street and will be an addition
to Elliot’s neighbouring £40m
Wolstenholme Square project, which is
also being built by Newry.
The Wolstenholme Square
development will include 447 studio
and one-bedroom apartments spread
across four blocks.
The Times Hotel will be operated by
hospitality entrepreneur Paul Adams,
the man behind Southport’s Vincent
hotel and its sister bar and brasserie,
the Vincent Café on Liverpool’s
Exchange Flags.
The hotel, scheduled to open in late
spring 2018, will include a rooftop pool
and spa.
www.hotelowner.co.uk
9