“No.”
It is one of many dirtiest phrases in hospitality — and vacationers could also be listening to it extra lately.
The journey company Uncover Africa needed to say it when potential shoppers requested if their younger son may journey a lion whereas on safari.
“After we mentioned no to using a lion, the visitor requested what different wild animals he may journey,” mentioned Susan Swanepoel, a senior journey marketing consultant at Uncover Africa. “I reminded them that they had been wild animals, and there was no risk of this occurring.”
In the long run, she mentioned, the vacationers determined to not journey with the corporate, saying “they had been going to go to India the place their son would be capable of journey a tiger.”
That is one of many strangest requests that Swanepoel and her colleagues have fielded over time. However there are lots extra.
There was the Japanese firm that needed Japanese meals, ready with Japanese substances by Japanese cooks, for some 6,000 friends for six weeks surrounding the 2010 FIFA World Cup in South Africa. (Swanepoel mentioned the corporate she was working for on the time efficiently pulled this one off.)
And the visitor who needed a brand new, unopened jar of crunchy peanut butter current at each meal throughout an 18-day safari within the Kalahari Desert and Botswana.
Different asks are extra maddening than logistically tough. Just like the time a pair touring with Uncover Africa — who requested a feather pillow on the left facet of the mattress, and a foam pillow on the correct — known as at 10 p.m. to say the pillows had been blended up.
“I requested if they might swap the pillows themselves because it was late, and the housekeeping workers had already gone to mattress,” mentioned Swanepoel. “The reply was no. They needed me to pay money for the camp supervisor to go to their tent to vary the pillows round for them.”
An uptick in uncommon requests
Andre Van Kets, director and cofounder of Uncover Africa, mentioned there’s been an uptick in such requests, particularly amongst people who find themselves new to safari holidays.
“First-timers typically have essentially the most uncommon requests,” he mentioned. “However that is okay. It is our job to assist them perceive what is feasible and what’s not.”
Social media additionally performs a job in ‘hyping up’ something uncommon.
Andre Van Kets
director and cofounder of Uncover Africa
However inexperience is not the one purpose some vacationers have unrealistic expectations, he mentioned.
“Social media additionally performs a job in ‘hyping up’ something uncommon,” he mentioned, including that viral posts typically lack context explaining what they depict. “As a journey operator, it is vital to create sensible expectations. And typically that does imply saying ‘no.'”
Over-the-top requests — just like the Uncover Africa consumer who requested to assist breed a white rhino — could, partly, be an unlucky facet impact of the journey trade’s success in offering flawless, end-to-end experiences. Satirically, glorious service could have worsened a rising sense of traveler entitlement.
The consequence could be cyclical: The extra vacationers are given, the extra they need.
The ‘outdated code of conduct’
Yngvar Stray, the final supervisor of the posh lodge Capella Singapore advised CNBC that within the luxurious lodge trade, the “outdated concierge code of conduct” is to say sure even earlier than realizing the query.
“So long as it is authorized and morally appropriate,” he added.
“As a journey operator, it is vital to create sensible expectations. And typically that does imply saying ‘no,'” mentioned Uncover Africa’s Andre Van Kets.
Supply: Uncover Africa
When requests violate legal guidelines or firm security guidelines, they’re simpler to reject. Plus, there could also be different methods to achieve the specified end result, mentioned Van Kets.
“For instance, if a traveler desires to see a wild rhino up-close. We merely cannot supply that to anybody in each safari vacation spot. It is simply too harmful,” he mentioned.
“However in sure parks, at sure instances of yr, we will prepare for friends to affix a wildlife vet in a helicopter-based rhino-darting conservation train.”
Different causes firms are saying ‘no’
Adjustments made within the identify of progress — sustainability, security, well being, animal welfare and extra — additionally garner pushback from vacationers who lament the “new approach” of doing issues.
From an eco-resort knocked for not having air-con within the lavatory to banning single-use plastics in airports and inns, some vacationers complain concerning the very modifications that others demand, leaving the hospitality trade in a seemingly no-win scenario.
Van Kets mentioned his firm encountered resistance after it restricted its safaris to “genuine wildlife settings,” which it defines as areas the place predator and prey roam freely with out fences separating them. That meant safari parks and animal sanctuaries, which he mentioned “are actually simply glamorized, large-scale zoos,” had been out, he mentioned.
“If friends have restricted time or budgets, and demand on visiting these amenities, then it is their alternative to take action,” he mentioned. However “maintaining the ‘actual factor’ alive and nicely for future generations, is what we’re all about.”
Cities are spurning vacationers too — in some situations, lots of of 1000’s of them. In arguably one of many largest “no’s” of the yr, authorities in Amsterdam launched a “discouragement marketing campaign” in March with a message aimed principally at younger male vacationers coming to town to celebration: “Keep Away.”
Fewer providers, larger charges
Some vacationers are studying requests, as soon as regarded as commonplace, are being reduce because of ongoing staffing shortages within the trade.
Kristen Graff mentioned housekeeping did not clear her room as soon as throughout a three-day keep in a Los Angeles lodge this January. She mentioned she later realized cleansing was out there, if she booked it.
She mentioned she understood the issue to a level, however “it is not like I am paying cheaper charges.”
In different situations, vacationers are revisiting inns they stayed in earlier than the pandemic, solely to comprehend perks that when got here commonplace with bookings have now vanished.
In keeping with Expedia Group’s Traveler Worth Index 2023, about 82% of the trade assume shoppers are understanding of limitations like these. Nonetheless, it is probably that buyer loyalty is taking a success, mentioned Cheryl Miller, the chief advertising and marketing officer for Expedia for Enterprise.
“Finally, it comes all the way down to the person traveler and their expectations,” she mentioned. “Nonetheless, it is vital to keep in mind that customer support isn’t just about assembly expectations. It is also about exceeding them.”
