Is soliciting a review commercial or transactional?
Posted in Commentary on Oct 21, 2013
I’ve booked rooms through hotels.com a few times, and they always send me followup emails asking me to rate the stay and so forth. In my view this is commercial/marketing email, not transactional, and I should be able to opt out of it.
I don’t want to get the emails and I don’t want to rate the hotels, in part because I don’t believe in the validity of such ratings/reviews (reference, reference). But there’s no unsubscribe link at the bottom of the email, and there’s no setting in their website to opt out of it.
So I sent them a request:
Why can’t I opt out of your leave-a-review emails after staying at a hotel? I am sure this is a gray area, but in my mind it’s a marketing email, not a transactional email, because it’s not required for you to fulfill an order or similar. Please include an unsubscribe link in these emails and please include a setting in the account preferences as well.
Thank you for contacting Hotels.com Customer Support regarding your request to unsubscribed from the leave-a-review emails after a completed stay. We are sorry to hear about the inconvenience. We regret to inform you that we were unable to unsubscribe your email address from guest reviews emails. Please be advised that we are requesting for reviews for us to have a useful source of feedback for a property to gauge performance in key areas such as service, cleanliness, and overall guest satisfaction. We appreciate your business and we look forward to assisting you in the future. Arlene T. Hotels.com Customer Support Specialist
I think Hotels.com needs to take an objective look at what they’re doing. What’s the real outcome of their policy? I believe they’re working at odds with their stated intentions:
I really think this topic is common sense, but if common sense is in short supply, perhaps some valuable lessons about how to run a business and how to provide customer support can be gleaned upon deep inspection. I won’t even rant about the fake apology and fake appreciation of my business.
I’m going to reply to them and send the URL of this blog post.