Us or Them? - Vive le Difference!
Last night I was processing the user-generated hotel reviews received for www.ReviewResorts.com and was struck that each one was negative about a Mexican hotel. This was unusual. Most times the reviews are split 60/40 negative/positive. As editor of this site, I am aware of the old adage about pleasing a customer makes one happy consumer, but piss one off and they will get even by telling everyone they can how bad they were treated. So this probably explains the higher slant toward negative reviews. However in reading the experiences of the travelers, I was left to wonder how much of this was their perception of a different culture or actual bad service? Some of the people just seemed impatient while some clearly had legitimate complaints.
In North America and Europe there is an expectation of attentive and expedient service at hotels and restaurants. The people of Mexico and other Latin countries tend to savor the journey. In other words, the “urgency of time” by itself is not treated the same as us impatient Americans. Could these negative reviews simply be a problem of culture clash?
It’s their country. We travel to Mexico because we want to experience a different culture. Yet, because this culture is a bit different in ours, we get frustrated? Crazy.
Now for the $64 question:
If they are marketing their destinations and resorts to North America and Europe should they modify their style to accommodate us impatient types or is it up to us to embrace the culture difference?
I hope it is the latter.
George
