In our technological world, things are bound to go wrong. I just read where new televisions are using cheaper parts which don’t last as long and that we can only expect 3-5 years of service. (Which is not good news to a hotel.)
A typical room at The Appenzell Inn has 1-3 smoke detectors, telephone, alarm clock, air conditioner/heat pump, fireplace with gas valve and timer, Jacuzzi tub pump, bath fan and heater, hair dryer, refrigerator, microwave, dishwasher, toaster, blender, elec. frypan, coffee maker, 1-3 televisions w remotes, DVD and VCR player, satellite TV system, and a free wireless system; all of which can, and do, quit working, even when fairly new and well maintained. Oh, and we haven’t mentioned light bulbs, valve seals, and plugged toilets.
The Appenzell Inn guarantee says we will do everything within reason to correct anything that goes wrong in a timely manner, or we will do our best to find you suitable accommodations at another property.
The reason I bring this issue up today is because a guest just wrote a disparaging report to Trip Advisor because we couldn’t get our free wireless system up and running within an hour of calling the technician to come and replace a defective router. Yesterday the system was down because high winds blew a tree onto the power line to our provider’s radio tower. Things happen and we can only hope that we can solve the problem as soon as possible and that a guest doesn’t have unreasonable expectations of perfection.