![]() Our staff work very hard to create a warm inviting culture and our guests are of utmost importance to us!! Making sure our volunteers follow through with this same culture is critical. We have also improved and focused our volunteer induction process to educate our volunteers on how guests like yourself experience them as Solscape staff, and have set clearer expectations on their interactions to foster an atmosphere of inclusion and community. We have since reflected this in our management of staffing rosters and training. Through your feedback you had clarified it for us how important it is to ALWAYS have our well-trained staff present for guests check-ins, as it can 'make or break' a persons experience of Solscape. At times Volunteers have helped out at Reception when needed but they generally do not have the breadth of knowledge and service skills that our core staff do. It turned out that unfortunately your experience was based on interactions (and lack of interactions) with our volunteer team (who are mostly travellers who work for us short term). It's embarrassing to read, and we sincerely apologise for your disappointing experience Although it has taken us a while to reply due to access issues, I want to let you know that after reading this we immediately engaged in finding out why the level of service was not up to our normal standard of warm, inviting, friendly and approachability in our staff. ![]() Gracie, this is a really terrible review. Thank you bringing your experience to our attention. We have increased the warmth of the bedding we provide in all rooms, and we have made available hot water bottles. We have addressed this in our Volunteer induction and Reception training. ![]() at times Volunteers may also help out at Reception if needed, and this would of been the case for your experience of a staff member being inconsistent in being a 'host' - from Reception to later on in the evening Shared Facilities. Our staff work very hard to create a warm inviting culture and our guests are of utmost importance to us!! We were not aware that there was this 'other side', and since we have put into action steps to manage this. we have improved and focused our volunteer induction process to educate our volunteers - who share the communal facilities with guests - on how guests like yourself experience them as a group, and have set clearer expectations on their interactions in the communal facilities to give guests priority of access and to foster an atmosphere of inclusion and community. we have installed backup gas heating for the showers for when the solar heating is inadequate or their is heavy usage. Since receiving your feedback we have made appropriate improvements. We have been made aware by similar comments here on tripadvisor of where we have needed to make improvements for guests, and take this seriously as providing positive experiences for our guests is a priority to us. Hello Begley, we're really sorry to hear you had such a disappointing experience.
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