New Hotel Manager Seeks Advice to Better Serve

[kiwitravel]

There's actually a more complicated reason why you only really see Candy Cane Inn with the shuttle. Basically, the "Anaheim Resort" (from approximately Ball Road to Chapman Ave) area requires (by the city) the hotels to buy into the Anaheim Resort Transit System. So they don't really get a choice whether or not they participate. The traffic was getting pretty bad over the summer (so I've heard) and so they tried to alleviate the problems with the Anaheim Resort Transit System. Candy Cane Inn had their shuttle system before the law was enacted in 1996, so they're really the only ones with a shuttle in the Anaheim Resort area.

It's $3/person/day and free for children 9 and under, but there's talk to start charging children $1/day. . .

Anyway, the shuttle issue is probably more accurate in its own thread. . .

Certainly for me and many many others the shuttle would influence our decision the most, no shuttle and you won't even be considered. For both of last two trips we only looked at the hotels within close walking distance as we had heard of many problems with the ART and any savings made by staying further away are eaten up by the ART charges. Good on you though for what you have done on this board, if nothing else we will get a quote from you next year...

Good luck

 

[arliepooh68]

my priorities are a good bed! I stayed at the marriott, across from the hilton, never again. . . i woke up in so much pain from that bed. . . I could barely walk, that is how bad it was . . . a good bed goes a long way!!!! nice clean crisp sheets and a warm blanket that gets cleaned with each new customer. . . they always say the comforter is one of the dirtiest things in a room. . . allowing 5 people with a free or 10 bucks or under rollaway bed without hassels (I have three kids, you would not believe the problems with this simple request, some want 30 bucks, the hilton gives me it free everytime). when you see a family of five is checking in be sure that room is stocked with the appropriate amount of towels and washclothes. . . I hate having to call or track down housekeeping for this. . . a clean floor. . . nothing nastier than having your socks turn another color. . . clean as in no mold in the bath area. . . once i'm happy in my room I hope that it is not a paper thin wall or ceiling. . . from there I enjoy a nice heated pool and jacuzzie. . . we just stayed at the sheraton behind disneyland, their pool was clean and WARM . . the hilton has some mold along their pool, eww factor. the beds were great at the sheraton however because of how thin their floors were we heard every little flippin noise that happened upstairs., . . I swear they were rearranging the entire room above us that night. during the day we could hear the vacuum cleaner . . and a military discount that also includes retirees . . . CCI does not include retirees, come on, they spent 20+ years serving their country please do not treat them like second class citizens the moment they retire, nothing turns a military family off more than that. TRUST ME, we have a separate community we talk to and we share our discounts and our nondiscounts. . . they go a long way! the only reason we stayed at the sheraton was it was the only decent place in our budget because the ITT office had hotel vouchers for that price that included all the taxes and parking. okay I am getting off my soap box, but you did ask what would make things better. .

 

[Amy&Dan]

The biggest thing for me is of course cleanliness. If the room is musty or not clean, forget it. I'll never return and I'll post that on Tripadvisor. But thats pretty obvious and I have never heard dirty room horror stories about your property.

For me your location is the weak link. So therefore, a dedicated shuttle would be a real plus to your property. Since you don't have the "within walking distance" working for you, having reliable transportation as in NON ART would be very nice.

And I think a really nice breakfast is a plus. Doesn't have to be hot or fancy, but something beyond a stale danish and Kool Aid. Sounds like you are about to get that ball rolling which will be very nice.

I just checked out the website and those kids suites look awesome. Get a shuttle and I'll come stay there next offsite trip!

Oh and the Sheraton also has a shuttle in addition to the CCI.

 

[lovedoggies]

Ditto to what everyone has mentioned already.

Since you asked... If I could pick the perfect hotel, it would would have:

-location (safe & close to where I am going)
-free parking (as early as you get there on check in day until as late as you stay in the area on check out day)
-free breakfast
-free internet IN the room
-a nice pool/jacuzzi with enough chairs & tables
-fair price
-places to sit outside, grassy areas
-hotel grounds & parking lot lighting - dont like 'dark' areas
-small minimart or even a counter area where essentials, snacks, etc can be purchased
-coin operated laundry is good
-free private shuttle is a GREAT idea
-well maintained ice machines & vending machines (kept in working condition and full of items)
-free cookies/fruit/water bottles in the rooms when people check in (we stayed at a hotel in San Diego that did that - wow, we were impressed!)
-good selection of tv stations, movie channels, pay per view movies, pay for games, etc.
-board games you can check out at front desk for use in your room
-concierge person available during the day to help with directions to places, help making meal reservations, suggesting things to do, etc.
-friendly, helpful employees!

That should about do it

 

[PrincessSitka]

Can you send us pictures of what you have?

 

[road2disney]

Congratulations on your new job!

Cleanliness...Customer Service...Cost...Closeness...

Our family is actually booked at Fairfield Inn for Dec. We stayed there last May but I wanted our next stay to be at Candy Cane Inn [stayed there a year ago and LOVED it!]. But the only room they had available was $40 more that what Fairfield was offering so we booked with Fairfield. I think it's $89 a night. I checked your website and for a family of four, the price might be comparable to that, correct? For our family the distance is bit far...but [you've been hearing this one alot...] if you had a dedicated shuttle service...well, we'd be more than willing to book. For my hubby, it's all about the free breakfast!

Thanks for asking and listening too!!

Off topic...are you from Seattle? I think I know you! It is a small world after all, huh?

 

[bumbershoot]

I was looking at your site so I didn't duplicate anything you already have. Oof, your location is NOT one that appeals. Urge Anaheim to let you ditch ART so you can get your own shuttles, seriously.

Since it seems you have lots of good stuff already, I'll just give you my supreme wish list.

You mentioned adding hot chocolate. Make it actual hot chocolate or cocoa. Don't get the junk with High Fructose Corn Syrup in it. Get good stuff, even if it's a packet (doesn't Ghiradelli have packets?).

In fact, make sure you don't have High Fructose Corn Syrup in any of your food. If my 3 year old gets that in his system, he flips out and becomes a dragon. You don't want a tall, strong, 3 year old dragon in your hotel. So don't serve stuff with that in it. It's not a real food anyway! (fyi, some bagels have the stuff in it too)

And if you must have it, have the ingredients somewhere. Make sure your employees know where the ingredient lists of the foods you serve are.

Supreme wish list? If you're going to have meat at your breakfast, get a store of frozen Morningstar Farms or Boca "fake meat", too. Veggie sausage patties or links, veggie bacon = Good Stuff. (yeah yeah, not "real" food, but it doesn't have HFCS in it, either, and it's protein to start the day off nicely) Makes a vegetarian happy, and if it's made known (and if customers feel they can TRUST that they are actually getting the veggie stuff), it will draw people to you.

 

[brenda1966]

Location is the first thing I look for in a DL hotel, but since you can't change that I'll list my other items:

A nice, kid-friendly and WARM swimming pool -- if a pool is cold I don't want to stay there again.
A hot tub is a huge bonus -- and kids must be allowed in. Big turn off if kids are not allowed (or if the hot tub is lukewarm).

A refridgerator and a microwave in the room is a big bonus.

Parking must be free. And I get to park there on checkout day. Are there really hotels that kick you out of the parking lot right when you check out! That would really irk me.

Continental breakfast is very appreciated and it would be nice if it's open early enough that I can use it on Early Entry mornings. Have some variety and things that travel well (apples, bagels, cups with lid, etc.)

Also, safety. I want to feel that I am safe when I'm on your property.

 

[WebmasterMaryJo]

You've received a lot of good input. I know you have to weigh these wish-lists with trying to keep low costs, which is a real balancing act.

So, besides the dedicated shuttle, which might be more of a future item, you can see that cleanliness and good linens are high priority.

I have found that aesthetically appealing properties are a plus. Having greenery is nice. There is a property nearby that has big pots with plants on the curbs of the sidewalks between the rooms and the parking area. That is really nice. Also, if there are "privacy" plants around the pool that gives it a bit of a secluded feeling is also nice.

If you want to offer something in the evenings, but want to control it, maybe on an info sheet invite the guest to go to the lobby/reception desk and get a welcome pack (popcorn/cookies). That way items won't go to waste.

I would also like to suggest with breakfast oatmeal packets on cold mornings where guests could add hot water. Yogurt & fruit that lasts also.

 

[noryglory]

You've gotten lots of great feedback.

One thing that I am rediscovering in a search for a hotel in Carlsbad is that your website really needs to be tip-top. Once you do upgrade your offerings, please be sure that your website touts all of the great stuff in easy-to-read and understand ways. Soooo many of us use the web exclusively in our search for the "perfect" place and it drives me crazy when there aren't good pictures of the pool, the room, etc. That's why we're at places like disboards, asking people "what about this? what about that?" and getting our answers this way. Consider putting layouts, pictures of your breakfast and/or lists of what you serve (rather than the term "continental" or whatever)...if you start serving Starbucks say so! Etc etc etc.

I realize that lots of hotels are crummy and they hide this by being vague in their website but basically that lack of info is driving me away regardless. I need photos and lots of information before I feel good about my choice. I would guess there are hotels that I MIGHT have stayed at if I just could have seen or read more about it, and they lost my possible business by not being "with the times" so to speak!

Good luck. I also agree with the other posters that communication is key, and seeing managers reply at tripadvisor.com and here are excellent steps to gaining new customers.

 

[Brendella]

Someone earlier mentioned "Disney Magic". You may not be aware that the Disney Institute offers classes and programs in Leadership Development in the "Disney Way". I took this day long class offered by our local Chamber of Commerce and learned a great deal about how Disney trains their employees and how I can use that training in my everyday work environment. If you are unable to afford such training, a great book on the subject to get your staff is "Be our Guest". Amazon has them for under $10.

Good luck to you. You're starting off on the right foot by asking us our opinions.

Thank you for serving our country!

 

[jeffersonkim]

Congratulations on your new job!

Cleanliness...Customer Service...Cost...Closeness...

Our family is actually booked at Fairfield Inn for Dec. We stayed there last May but I wanted our next stay to be at Candy Cane Inn [stayed there a year ago and LOVED it!]. But the only room they had available was $40 more that what Fairfield was offering so we booked with Fairfield. I think it's $89 a night. I checked your website and for a family of four, the price might be comparable to that, correct? For our family the distance is bit far...but [you've been hearing this one alot...] if you had a dedicated shuttle service...well, we'd be more than willing to book. For my hubby, it's all about the free breakfast!

Thanks for asking and listening too!!

Off topic...are you from Seattle? I think I know you! It is a small world after all, huh?

Yeah, I am from Seattle! My personal site is at JeffersonKim.com

Where do you know me from?

 

[jeffersonkim]

Can you send us pictures of what you have?

I'm working on getting video up of our property. I'll let you guys know when it's up.

 

[CHunterK]

I will be traveling to Disneyland for the first time Dec 4-8 and will be staying at the Paradise Pier. I picked this hotel because I could walk to the Park; it's a Disney hotel so I get the little things like a Disney TV station, Mickey wake up calls, etc. Silly things like that. I want to experience the "magic" 24/7.

My suggestions are:

1. Like everybody else said, a free shuttle. One cool thing the Disney Cruise line did on the ride from the airport to the port was run a video about the cruise I would be taking on the way. It made the ride enjoyable. I am not sure what type of shuttle you would be buying/renting but installing a few overhead TV's i very cheap now. Run a Disneyland promotional video on the way to the park, even it's a 10 min ride.

2. Free water. You can buy bottled water bulk very cheap. People are always saying how much money they "saved" by staying at the concierge level and getting "free" water. People will only be able to carry so many bottles before it gets too heavy to the park, so it's not like people will be taking 20 bottles each morning.

3. Get some sort of signature food item with your breakfast or evening snack. It doesn't need to be anything expensive. If people rave about signature food/snack on the message boards, etc. they will be more likely to stay there. Is there something you had in Germany that you can't get easily in the US? A sauce or spice or something that makes an item unique. I never would have made reservations at Cafe Orleans just to order an almost $20 sandwich but after all of the great review of this monte cristo sandwich I decided I need to have one. Having something that is unique to just you.

4. Free wireless Internet. It doesn't cost much to install and run. Makes a big difference for some people.

5. Free parking like everybody else said.

6. A great looking website!

7. Indoor/outdoor pool with slide. I know a lot of ski resorts have indoor/outdoor pools. They seem to work well.

8. Of course everything has to be very clean...

Good luck!

 

[road2disney]

Yeah, I am from Seattle! My personal site is at JeffersonKim.com

Where do you know me from?

WKPC--I use to teach your Sunday School class! =) I'll send you a PM.

 

[mrsheppo]

Congrats on wanting to know how the public feels.

1. A free shuttle (or built in the cost of the room) is a huge incentive. I stay usually on Harbor because I want to be able to walk back to the hotel with a baby when they get tired. I wouldn't mind taking a dedicated shuttle, but not ART.

2. Free cribs. Most of the hotels charge anywhere from $7 - $10 a night.

3. Cleanliness and updated bedding. Most of the bedspreads look so old and shabby. Also perhaps some nicer bath towels, most are small and like sandpaper. Nice toiletries.

4. Free snacks such as cookies or popcorn in the evening

5. Free bottled water (1 per guest) in the room each day. We received this last year at a Holiday Inn.

Good luck on your promotion.

 

[lkohawaii]

Unfortunately I'm sold on Desert Inn and Suites...until the manager doesn't satifsy my complaints in a satisfactory way. Make sure you provide good customer service.

I may be unique in that we come from a small island community. I heard through Word of Mouth about the Desert Inn and when I go up to DL I see many locals there. I feel at home. Some of the exceptional employees know us by name and we bring them island treats every trip. A lot of them know us by our voices making reservations...and if they don't remember us they sure do a good act pretending like they do. Word spreads and now the word is out as soon as you know you're going to DL book your room at Desert Inn or you won't be staying there. I know their location can't be beat. For me the fact that they remember their repeat customers keeps me happy.

Desert Inn has gotten smashed on Trip Advisor and Expedia etc. but it is word of mouth that keep all of us going. We tell our friends they had bad reviews but we've always had good experiences. On one of my trips the sink backed up and there was a smell worse than a sewer and brown stuff leaking from under the sink. The next day I was leaving on the Disney Cruise. This happened at 11 at night and no rooms to move too. Next morning Carolos the manager comes in...he doesn't want to comp my room for the night but ends up doing it knowing that I'm leaving for the ship anytime. Had this happened at another hotel, everyone I knew and their friends would have known about that stick stench I put up with. Why did I put up with it and why will I return? Crazy...maybe but it's the people there that welcome me every trip..who will say we didn't see you last year what happened (I went to Disney World). Customer service will take a while to build but in my part of the world word of mouth goes a long way.

If Carolos leaves the Desert Inn and customer service goes down I will keep your hotel in mind.

 

[PrincessSitka]

thank you

 

[Lollipop's Mom]

I have not read everyone elses replies, just a few.
Things important to me...

1. Price is competitive and affordable
2. CLEAN CLEAN CLEAN
3. Pool is WARM and Heated - even in the summer, if that pool is not heated a bit, and its frigid water, I am not a happy camper - err...swimmer.
4. Free brekkie that is more than a stale packaged muffin, tang and watered down coffee. I am happy with a cold continental breakfast and a toaster oven!
5. Easy access to ART if not withing walking distance.
6. Disney channel in the room. Canadians don't get this channel and its a MAJOR novelty for our kids!
7. Free Wireless

Things that would be nice to have...

1. Duvets on the bed! I love my duvet at home, and when booking a hotel, if it comes down to 2 or 3 places that are the same price, the one with the duvet wins out. Another reason I like this is it seems cleaner, as I am guessing those duvet covers get washed WAY more often than the typical hotel comforters do!

2. Fitted sheets on the bed. Its just a nice touch not to have your sheets fall off in the night and be sleeping on a mattress.

3. Waterslide! And YES, I would pay more to stay somewhere that had one. Not a LOT more, but maybe $10-$15 a night more. This is something desperately needed in Anaheim. I can't afford the disney hotels, but would love a waterslide. We have many hotels near where I live that have these great tube, free standing slides. A $5000 investment could go a long way for you.

4. Affordable ticket/room packages similar to getaway today has. Not the inflated price that many area hotels have, but where I can actually book my room and tickets from you for what it would cost if I went and bought them from disney itself. You wouldn't really make any extra money on this (Commission on the tickets???), but I would love to book my room and buy tickets at the same time without paying a $50 surcharge for your 'service of saving me time'.

That is all I can think of right now!

 

[Disneyenthusiast]

We have stayed several places, most recently at Candy Cane Inn. We really loved the nice landscaping, decent breakfast and dedicated shuttle. Although the shuttle is a great idea, the cost is steep. You may want to wait and see what your financial situation is before you jump too fast. Once you start something, you will need to keep it. King beds in units that can handle families of 5 are hard to find. I do think that an indoor pool or a pool with a moderate waterslide would be good, but insurance for a slide may be expensive. I would definitely have a few things on the free breakfast that can be heated, like toast, bagels, waffles as well as cold cereal and fruit. I am also amazed at how excited people get over free cookies at checkin. Good luck on your new opportunity!