| In a bid to name and shame undesirable clientele, the | | | | power to ban customers from other hotels, or at least |
| development of the GuestScan database, created by | | | | make it difficult for them to be accepted at other |
| British businessman Neil Campbell, enables hoteliers to | | | | hotels, the GuestScan service may end up persecuting |
| make other hotel operators aware of potentially | | | | the wrong type of person. |
| ill-behaved guests. It also allows hotels to check the | | | | No doubt many troublesome or professional |
| credentials of prospective guests on the database. | | | | complainers will be punished through the scheme, but it |
| Campbell is believed to have realised the innovation | | | | may also deter good customers, whose disagreement |
| following a conversation with a neighbouring owner of | | | | with a particular hotel has left them stigmatized in the |
| a B&B who had a visitor from hell. It is thought that up | | | | eyes of the hotel industry. |
| to 10,000 hotels are expected to sign up for the | | | | If however, the service is carried out with common |
| subscription-based network. This is the first scheme of | | | | sense, and an overarching adherence to the |
| this type in Europe, aiming to protect Britain's hotel | | | | aforementioned philosophy, then the project will no |
| industry from destructive or disruptive guests. | | | | doubt prove to be a success. All the same, hotels may |
| Individuals who have previously failed to pay, caused | | | | find themselves losing out on potentially desirable |
| damage or have demonstrated anti-social behaviour | | | | business through the arrogance and stubbornness of |
| run the risk of being blacklisted on the GuestScan site, | | | | some hotel managers. |
| although people will have the opportunity to appeal the | | | | It is no coincidence that the hotels which thrive are |
| decision made against them if they feel they are being | | | | those which offer unrivalled customer service, and a |
| unfairly treated. | | | | dedication to customer satisfaction. For instance, some |
| However, the service may also give rise to a culture | | | | brief research on Edinburgh hotels demonstrates that |
| of power amongst hoteliers, who may admit names to | | | | a bad hotel review emanates from an experience of |
| the database without a good enough reason. The | | | | inept customer service. Contrary to this, reviews of the |
| initiative may indicate a move away from the traditional | | | | more prestigious boutique hotels in Edinburgh consist |
| philosophy of the customer always being right, and | | | | largely of praise for the service provided by staff. |
| instead replaced with a desire to punish problem | | | | So, while the GuestScan may be a useful tool for |
| customers. | | | | hotels to avoid ill-behaved and unpredictable custom, it |
| Many of us have had altercations with hotel staff over | | | | must not be allowed to create a culture of the hotelier |
| various issues. By providing hotel operators with this | | | | is always right. |