Strange but efficient ways to customer satisfaction and loyalty at the Charm Hotel & Spa, Brighton

Have you ever wondered what it takes to deliver customer service and satisfaction in the hospitality industry? It was Abraham Lincoln who said, “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all the people all of the time.” It really so much applies to our industry.
In order to be successful in hospitality it is not just enough to attract new customers we also must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In the hotel industry customer satisfaction is largely hooked upon quality of service.
This approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the tourist destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Research on the topic of guest satisfaction, which translates into the consideration of whether customers will return to a hotel or advise it to other tourists, is pivotal to the success of the hospitality business.

Massaging, Manicure & Pedicure at the Charm Hotel & Spa, Brighton

The Charm Hotel Spa Suite with the Deluxe Hot Tub

At the Charm Hotel & Spa, Brighton and its sister hotel The Sea Spray, the focus is on delivering superior hospitality allowing guests to relax and create memorable moments throughout their stay. The hotel is committed to building meaningful, personal relationships with guests and a “Yes We Can” attitude to ensure the satisfaction of every guest. The Charm features solutions that are empathetic to the challenges of modern travel, including the 100% guest Satisfaction guarantee.

To remain competitive, hotels are now expected to deliver exceptional customer service whenever and wherever customers contact them, whether it’s on social media, mobile apps or through traditional channels. At the Sea Spray and the Charm Hotel, as well as in most hospitality, technology is rapidly changing the way business is done. Although the fundamental qualities of great customer service remain the same, the way it needs to be delivered has already changed so we make sure all our staff are trained to be able to cope.

Leo Nguyen, the General Manager of both hotels said, “We are always striving to continuously improve our customer experience, and it is fantastic to have our long-term commitment recognised by so many guests.” He added “This is testament to our team of great staff who are firmly committed to our vision of delivering both excellence and service to our customers.”Remarkable service pays dividends by increasing loyalty and word of mouth buzz. Customer service has always been a prerequisite to success in the hotel industry, but in this social media era where everyone acts as a publisher, there is additional marketing value to being remarkable. Getting the basics right, but also looking to create talk ability. Social media raises the stakes for customer service and at the Charm and the Sea Spray we have found that social media savvy consumers who are happy with our customer service seem to spend more with us getting involved in other activities in the hotel and recommending the hotel to other people.

Just to emphasise what has helped the Charm Hotel and Sea Spray staff deliver customer service, starts with knowing that the guest experience begins long before they arrive at the front desk to check in for their stay. A mobile-friendly website offers visual appeal and social proof of the experience that they will enjoy at the hotel.

We also actively solicit and respond to guest feedback by accepting and promoting our online reviews and showing other travellers that we value the opinion of our guests and that we are willing to go the extra mile to deliver superior customer service.

Next is connecting with guests on a personal level. This also begins before our guests arrive at the front desk. We utilise technology in the form of social media to reach out to our guests prior to their stay and learn a little bit more about them. Customised booking forms also help you gain insight about the people who will be staying at your hotel. While our guests are staying with us, we make sure to add small touches and details that personalise the experience. Guests will remember those experiences for years to come, and they will significantly improve their overall opinion of our property and help convince them to return.

Monitoring guest feedback and responding to it accordingly it’s important that we take note of what improvements could be made in the future based on those responses. It will also show future guests that we genuinely value their input.


Bedroom Suites at the Charm Hotel & Spa, Brighton start from £90 and include breakfast which is an impressive affair at the Charm. The buffet selection includes fresh juices, pastries, fruit and waffles, while you can order hot dishes such as eggs Benedict and a full English breakfast off the menu. For the Charm Suite Spa package, the price is £70 (two sharing) with a 30% discount. For more information and to book

• Call the hotel on +44 (0)1273 021 085
• visit the

Follow the hotel:

• Twitter@charm_hotel

Sea Spray Brighton Luxury Hotel

Featuring a shared lounge and free WiFi, Sea Spray Luxury Hotel in Brighton & Hove is a 6-minute walk from Brighton Pier. The property is situated 500 metres from The Royal Pavilion. Brighton Dome is an 8-minute walk from the guest house. The rooms in the Hotel are equipped with a kettle. Each room comes with a private bathroom with free toiletries, while some rooms come with a patio. Guest rooms in Sea Spray are fitted with a TV and a hairdryer. A buffet breakfast is served each morning at the property.

• Call Sea Spray on +44 1273 684966
• Email –
• Sea Spray Hotel – New Steine, Kemptown Brighton BN2 1PD

For more on this Press Release please contact AHPR on 07850 736544 or email


The Charm, Brighton is a sensational new luxury boutique hotel, now with a new Spa Suite in the heart of Kemptown, Brighton. The hotel offers designer living in a traditional setting and the recent refurbishment has transformed the 200-year-old building into a stylish and modern hotel with a reassuringly classic ambience. Each room in the elegantly refurbished historic building has been thoughtfully designed to provide all our guests with the most comfortable and restful hotel VIP experience. Our inspirational interior designers have created a delightful and luxurious look and feel, enhanced by ethereal and original artworks in every room.

The Charm – Luxury Brighton Boutique Hotel & Spa
20-21 New Steine, Brighton.
BN2 1PD East Sussex. UK
Tel +44 (0)1273 021 085
Email –

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Company Name: Ambrose Harcourt PR (AHPR)
Contact Person: Ambrose Harcourt
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Phone: 7850736544
Country: United Kingdom