Principles of customer service

AC 2.2 - Explain how tourism organisations meet expectations of different types of customer

Meeting expectations

Very often tourists buy a tourism product without actually seeing it.  This is the case with a holiday or a night’s accommodation.

Each of the tourists below booked to stay in a hostel in East London.  As you will see, the reviews they left on Trip Advisor were very different.  Some gave the accommodation 1 star while others gave it 5 stars.   (They are real reviews!)


Read the 6 reviews and then for each, use the online writing-frame to write a sentence or two explaining how the expectations of the tourist were met or not met by the hostel. 

If needed, you can also download the document below and fill out the boxes.

Abby writes: Terrible *

Well first of all this hostel if quite far from central London. But this is not the worst part. It is absolutely not maintained. There are holes in the walls, the paint crumbles, everything is clearly falling apart, no money is used for the maintainance of the structure! The rooms are very small, and all of the lockers were broke. The common room is very small as well and there is nothing to re-heat a meal, just some tables and chairs and that's it! Same for the bedrooms, just the beds and the lockers, no table or anything. The heating didn't work and it was really cold. The common bathrooms are just absolutely creepy as some people slept in the toilets!

So, it's just a big nope for me and the people I was with, despite a free breakfast and a low price.


John said: Nice place ****

The price for the room was ok. The receptionist at the arrival was very helpful and the check in was fast. We loved the atmosphere in the hostel. People was friendly and everything was clean. I will repeat here.


Adil and Jem reported: Comfortable with bar ****

The rooms were a little on the hot side, somehow even with the windows open in April. But there was good wi-fi and the bar downstairs was a nice place to be able to relax and eat. It is a good way from all the sights of London, but there is a street nearby with several very cheap places to get take out.


Sarah said:  A Hostel choice for Only A Short time London Visit !!! **

Best if you take the DLR train from Bank station(Underground)From abroad if Arriving by Euro Star train. Assuming you come from King Cross, St. Pancreas Station. But for some wanting a week end break or just a couple of days during the week, it may be not bad for you? The hostel is combined with a Pub location. It is quite small, with quite narrow Staircase to go to your Rooms. A very tiny common room to share with all the guests. No

kitchen facilities for making your light meals. You'll Only find a microwave & a kettle available for use. A free continental breakfast is included in your booking during your stay (7.30 to 9.00 am). The beds are okay. But the showers and toilets are on different FLOORS.  Not suitable for everyone.


Farah’s review said:  OK Hostel **

The hostel was pretty all right. Price is cheap for London and the staff were friendly. The drawback was that the place is located around downtown. I don't feel safe walking around at night. My roommates are nice and friendly though some of the guys are a bit creepy.


Joana said:  Comfortable environment *****

For the price, everything is very clean the staff is friendly and informative I had a very good experience at this hostel the breakfast is decent good location close to the subway and stop bus I truly recommend this place.