Marta’s little adventure – or lessons for people in the “hospitality” industry

Here are some hotels to avoid in Turin – and one to visit.

My partner Marta went home for Christmas, as she always does, to Lecce in Puglia.

It was quite an undertaking, as it often is – especially since Alitalia, which has been going broke since the Middle Ages (and richly deserves to – whoever heard of pilots in a bankrupt firm being chauffeur-driven to the airport?) was cancelling flights at random.

So after a nightmare work week and no sleep for 27 hours she flew from Stansted to Turin to wait there all day before catching the train for a 13 hour trip in the evening.

Still having work to do, she set out to find a hotel with a wi-fi connection.

At the Jolly (comically misnamed) she was quoted a price of €5 per half hour – and you have to log in and out every half hour. No thanks.

At the 5 star (awarded for rapacity) Majestic, €35 an hour. A joke, surely.

Why should Best Western be rebranded Worst Western? “This service is only for hotel guests,” said an amazingly rude cretin who didn’t even want to take her money.

Finally at the little Mercure Stefania and friends made her welcome –and charged her less. They apologised that their lobby wasn’t big enough, fed her with biscuits and coffee and hoped she would come back. So she went and bought them some chocolates.

Bravo, Mercure – and let’s hope the recession throws the rest of you out in the gutter – your natural destination.

Marta was also lucky at the station – two chivalrous heroes risked life and limb by jumping onto the train before it stopped to make sure she got a seat – but not so lucky at Bologna: a one and a half hour delay.

When she got home she had just enough time to shower and freshen up before going to see a client. What a girl!

If any of you are going to Turin- or you know anyone who is – now you know where not to stay.

About the Author

In 2003, the Chartered Institute of Marketing named Drayton one of 50 living individuals who have shaped today’s marketing.

He has worked in 55 countries with many of the world’s greatest brands. These include American Express, Audi, Bentley, British Airways, Cisco, Columbia Business School, Deutsche Post, Ford, IBM, McKinsey, Mercedes, Microsoft, Nestle, Philips, Procter & Gamble, Toyota, Unilever, Visa and Volkswagen.

Drayton has helped sell everything from Airbus planes to Peppa Pig. His book, Commonsense Direct and Digital Marketing, out in 17 languages, has been the UK’s best seller on the subject every year since 1982. He has also run his own businesses in the U.K., Portugal and Malaysia.

He was a main board member of the Ogilvy Group, a founding member of the Superbrands Organisation, one of the first eight Honorary Fellows of the Institute of Direct Marketing and one of the first three people named to the Hall of Fame of the Direct Marketing Association of India. He has also been given Lifetime Achievement Awards by the Caples Organisation in New York and Early To Rise in Florida.

1 Comments

  1. hi Drayton, happy xmas and new year. I couldn’t agree with you more. If anything good comes from economy meltdown, it will be the demise of the companies that think customers are a hassle.

Leave a Reply

Your email address will not be published. Required fields are marked *