LondonSurvey

THE SURVEY

They say the answer’s all in the question and, when it comes to booking a hotel, it looks like the LondonTown.com team have pinned down the right one. “Would you recommend a hotel you’ve stayed in to a friend?” is the key question being asked as part of the website’s groundbreaking LondonSurvey™ project. Since going live in January 2005, the answers to this unique, ongoing poll have provided LondonTown.com customers with a totally objective insight into the service provided by the city’s hotels… 

“Customers who have booked a hotel online through LondonTown.com, or by phone on 0800-LONDON, are contacted the day after their stay asking whether, on the basis of their recent experience, they would recommend their hotel to a friend” explains LondonMarketing’s Managing Director, Steven Potter. “They can provide more detailed feedback if they see fit.”   The LondonSurvey™ stands out from other surveys in two key respects: only those who have paid and actually stayed in the hotel can vote, and only the LondonSurvey™ poses such a revealing question – what they are essentially asking is: “considering price, location, service and my expectations, is this something I would recommend to someone who is important to me?” 

The LondonSurvey™ for 2009 yielded some great results, with a variety of properties scoring a perfect 100%. These include the five star Bentley Hotel, the Draycott Hotel, the four star Dolphin House and the Royal Park Hotel. Not far behind with an impressive 99% were the luxury Hilton Tower Bridge, the Cavendish London and in the mid-range category the Apex City of London. Following these at 98% was the City Inn Westminster and at 97% the newly opened Bermondsey Square Hotel.

Once cast, every result is then shown against each hotel listed on the LondonTown.com hotel booking pages, allowing customers to make an informed choice before booking, as well as giving them a visible outlet for feedback. Not only does this help customers pick the best hotels, it also helps LondonTown.com and the hotels themselves to deliver a top quality service. All of the hotels that feature on LondonTown.com have been keen to take part in this landmark project and the consumer response has been extraordinary. Deborah Tyrer, Head of Supplier Management at LondonMarketing, sees the survey as an excellent way of supporting LondonTown.com’s long-standing commitment to informed choice and high quality... “Although all of our hotels are, and always have been, handpicked for quality, these checks have now been enhanced by ongoing monitoring. Hotels are learning how to please customers and customers can see their views are heard”.