Customer Service & Reviews

It was Mahatma Gandhi who in a speech in South Africa in 1890 said: 

"A customer is the most important visitor on our premises.

He is not dependent on us.

We are dependent on him.

He is not an interruption of our work.

He is the purpose of it.

He is not an outsider of our business.

He is part of it.

We are not doing him a favour by serving him.

He is doing us a favour by giving us the opportunity to do so."

At the Marlborough House Hotel in Oxford our customer service is based on this very ethos.  Therefore, all guests are received at our humble premises as they should be, an essential part that makes us complete. We welcome and serve our guests with the understanding that true hospitality begins with giving the best of ourself to our guest.  We are flexible and creative in finding solutions for our guests requests and no stone is left unturned to ensure that those who visit us feel welcome, secure and above all satisfied with the level of service they receive.  

For the longest of time, I have felt reluctant to request that our guests leave us a review.  This is mainly, because I did not want to impose.  However, in this 21st century of digital age we are all taking the responsibility to share our experiences with others very seriously. I have now come to realise that asking for reviews is not really an imposition; it is a necessity not just for the business but also for the consumer.  As consumers, at least in the first instance, we are influenced by the opinions of others, whether in the form of reviews or personal interaction. Ultimately, the proof of the pudding is in the eating!

 I accept that reviews have to be taken with a pinch of salt since they are subjective to the writer's personal experiences, desires and standards.  Also, reviews can be bought and a small amount of businesses rely on this form of authentication to some extent.  However, all said and done, reviews are here to stay, we all read them and then make our decisions based once again, on our subjective opinion.

My humble request of my guests henceforth is to please spare a few minutes out of your busy schedule to share the experience  of your stay with us with other travellers, just as you read the experience of others to help you make your own decisions.

With gratitude,

Namaste Dost 

Kavita Pal 18/7/2020