Our lackluster tourism performance is not the result of the worldwide slowdown. Something more is happening
by Adrian Loveridge, small hotel owner
Every fibre in my body tells me that ‘we’ should be doing a great deal more in terms of creative marketing and product quality control, if there is any remote chance that our largely tired and lackluster tourism industry is going to make any meaningful recovery in the short to medium term. And when I say that, I do not mean dramatically increasing the spend of the national marketing budget as clearly ‘we’ are already having difficultly paying the bills.
Apart from some rare exceptions, we seem to have largely lost touch with the most important group of people that sustains the entire industry; the customer or visitor.
With the huge explosion of the social media sites, we can no longer think that if we ignore a problem, or try to sweep it under the carpet, that it will simply go away. You only have to spend a few minutes on one of the more popular social media sites to see that a high proportion of those posting observations and experiences have real worries in what direction ‘we’ are heading.
This maybe dismissed as a worldwide phenomenon and shared with other tourism dependent nations, but it certainly doesn’t help fill hotel beds and keep our people employed.
Personally, I would like to see two or three of the existing BTA staff, form a quality control monitoring department whose primary or even sole function would be to track comments hourly that are made on the various travel websites, and after a thorough appraisal, respond accordingly in a timely manner. This should not be viewed just in a negative light, but could also be used to thank the many visitors who make positive comments and encourage them to return.
“Like many I have heard the frequently used phrase that ‘tourism is our business’, almost to a point when the normal response is to cringe, as there appears to be so many basic things that we are just not taking taking care of.”
A simple example was a recent topic posted on the Barbados Forum section of TripAdvisor (TA) entitled ‘Disappointed with the Gap’. A visitor raised a number of concerns, which in his words ‘ruined our holiday’. Issues that just about every business in the Gap have known about for years and that have remained mostly unresolved.
After comments were made by 180 contributors, the topic was closed down by the site administrator stating ‘TA staff removed this post because it did not meet posting guidelines’.
But not before enormous potential damage was created.
Thankfully, it was also read by senior members of the BTA, after another regular contributor contacted them. The head of the Quality Control department responded and at least one of the points raised, poor lighting, will now be addressed. However, any delays in dealing with, or recognising negative situations and incidents that detrimentally affect our visitors, may help form a view that they are not paramount in our thoughts and planning.
Look, let’s not wait on these fat-cat bureaucrats who are too comfortable in their big rides and cushy lifestyles to be able to see that the ship is almost sunk. Let’s get a group of marketing and tourism professionals, industry-workers and everyday concerned citizens together, come up with a proposal, then use the same media to flog it and force the relevant authorities into implementing it. Something has to be done! Call me, maybe.
There is a reason that many travel agencies don’t promote Barbados. It is called price and value for money. Check the internet and you will see the Price is simply not competitive with many other parts of the world. The plant is also getting tired and worn out. The internet has changed everything. Barbados tourism woes can be fixed but it won’t be overnight. More of the same old thing is not going to work.
You seem to have some very good ideas Mr. Loveridge. Definitely need to be radical and innovative in our approach to tourism. Waiting on handouts from Government can’t be all.
Responder,
Thank you.
Handouts are a short term crisis response measure and can in no way play any part in a sustainable tourism industry. Government has to create the environment to ENABLE a viable profitable industry to flourish and grow.
That begins with putting the right people in place for policymaking.
When I want my electrics fixed, I go to an electrician.
When I have a legal problem, I go to a lawyer.
I am sure you catch the drift.
My lost hotel list is now up to 37 properties. How many more before WE address the problem?
Well said Mr. Loveridge, well said.
Visitors will generally return to Barbados if they’ve had a great time, felt safe & received good value for their money. A great time in my mind consists of enjoying the beaches & the island’s nature primarily for sure, but more importantly complemented with the real Barbadian experience: Barbadian cuisine, Barbadian/West Indian music, Barbadian entertainment, Barbadian sporting events, meeting Barbadians & Barbadian hospitality.
I’d imagine that the best Barbadian experience is probably the one received by Barbadians who live overseas & return “home” on holiday. That kind of experience transported to the experience of “customers/visitors” as close as is possible would be the recipe for a successful holiday & a booming tourism industry. That would lead to a barrage of positive comments on Trip Advisor & co. I don’t see how “a [BTA] quality control monitoring department whose primary or even sole function would be to track comments hourly that are made on the various travel websites” could beat that.
The BTA really should concentrate on overseas marketing & promotion. In all my 18 years living in Germany, I have seen one single poster advertising Barbados outside a secondary train station in Frankfurt. People I come into contact with enquire constantly about Barbados. Clearly the interest is there, but the necessary large scale sensitisation & promotion is simply not happening in the country & nation know as “the travel champions”. The statistics speak for themselves:
• Germany no.1 in numbers of outbound trips worldwide in 2010: http://www.statista.com/statistics/171807/top-10-travel-markets-in-the-world-by-number-of-bookings/
• 75.2 million passengers left German airports for destinations abroad in 2011 (an increase of 4.2 million) https://www.destatis.de/EN/PressServices/Press/pr/2012/03/PE12_077_464.html
• 10 Countries That Spend the Most Money on Travel Each Year: 1) Germany – $80.8 billion dollars a year on international tourism: http://united-states-canada.knoji.com/10-countries-that-spend-the-most-money-on-travel-each-year/
The real work of the BTA is to secure a good slice of those big numbers in the statistics because they are going to other destinations & not coming Barbados’s way. The other thing is that a mere 2 flights a week out of Frankfurt via St. Lucia & Tobago before landing in Barbados will not do much in helping the cause either.
Reblogged this on Caribbean by @Duivelsei.
The sad fact is that during the “boom” years when foreign governments and individuals were borrowing like lemmings, developers and the Government didn’t look ahead; all based their future predictions that the boom would continue. Resulting in the ruination of Barbados, as horrible buildings sprouted up all over, the coastline was spoiled out of recognition whilst Bajans were encouraged to adopt a “tourism is all” attitude. To many Bajans that just meant milk the tourists. Barbados changed itself out of all recognition from a sweet island with lovely people, beautiful beaches and feeling as if you were local in a rum shop, into a grabbing society from the top down.
The wealthy still enjoy their condos and marinas but the bread and butter tourists cannot afford their all-inclusive holidays anymore, due to the fact that they are struggling financially at home themselves and cannot get the usual loan from the bank for the annual 2-week family holiday as their banks are not lending. Barbados is no longer a Costa Brava destination; APD has put paid to that, as well. I’m glad of that, in a way, as I abhor all-inclusives but the problem remains that tons of real estate, ugly building, now sits empty whilst the beauty of the island has been seriously compromised to little effect , benefit and often detriment, to Bajans.
There is no point, in my view, to ramping-up Bajan hospitality when the mind-set of Bajans has been indoctrinated with the tourist mantra. That mind-set will continue to exist, even though fewer visitors arrive and those fewer visitors will be victims of it, being ripped-off and pounced-upon at all levels, starting at the airport.
Barbados is becoming like Venice, where there are, famously, 3 unwritten prices on a menu in a restaurant there; one for locals, two for other Italians, three for non-Italian other tourists. The Venetians can always rely on the staggering beauty of their city, galleries and architecture, which they have carefully protected, unlike Barbados, where the goose’s golden egg, the beauty of the coastline, has been ruined.
I guess, in time, the world’s economy will get back up and running, What will Barbados do then, without any money in the kitty about all those horrible hotels littering the coastline? I forsee that outsider interest will be in there with a vengeance, tearing the old hotels down and building new ones. Whatever happens, it is just too late to return the island to its USP, “unspoiled, charming people, laid back vibe”.
I believe that we are thinking about it all wrong. Instead of thinking how can we make the most money out of the visitors that come here, we need to all work as a Nation to really make them as welcome as possible and the country needs to work very hard to make them feel like Number One and to give them the best holiday possible. This starts with their experience at Grantley Adams – do we really need to make them wait for so long because two of the largest planes arrive within an hour of each other? For Brits, after an 8 or 9 hour flight, the LAST thing they want is to have to queue up and wait for an hour or two to get through immigration and get their luggage. Surely there is a better way? Why do we have to get all the big planes in together? Is it to save money on airport staff? What about the customer? This is their first impression after all.
Then – there are the prices of everything – way too expensive now.
Visitors do not want to be ripped off. Taxis to the hotels are a rip off. $40 or $60 to the South Coast – it is only about 5 miles! Why not have meters in the taxis? Once they arrive at the hotel, show the guests personally to their rooms if possible and check if they need anything.
This really is just a start. Should be offering visitors trolleys at the airport, instead of trying to make money at every turn (sorry Redcaps, but it’s not about you, its about the visitors). Some will still want Redcap services, but almost every other airport in the world offers visitors free or cheap trolleys, and there is a reason for that. Redcaps can still make money by asking the visitors if they would like them to take their trolley back to the terminal for them. That way they can keep the deposit. There are many other things we can do as a nation. We must change our focus on WHY we are doing it – not what we do, or have always done. WHY do people come to Barbados? They come to really relax. Not get hassled on the beaches by people selling jewellery, weed or crack or whatever – (yes this happened at The Crane to us on Wednesday). I think many visitors just want to lie down in luxury on beautiful beaches with hot sunshine, swim in the clean warm ocean, have cocktails brought to them without having to get out of their sun loungers and have some good fun and a range of entertainment in the evenings – including beach parties. They will also enjoy some other activities, like going to Oistins, Harrison Caves, Island Tours, Catamarans, Snorkeling, sailing, Hiring a car and driving around etc.
If we do these things and look at every step of a visitor’s trip here – really get to find out what they are looking for, only then will the money start to flow again, without us trying, and they will tell their friends back home what an amazing holiday they had here!
Well said Victor – the beauty of much of the coastline has been ruined. We must also protect the windows to the sea that remain.
I know you lost touch with your visitors, that is why you had to shut down!
No buyers yet for your Inn?
This was actually starting to become an interesting discussion. Till old wet willie showed up. :-{
In a country well governed, poverty is something to be ashamed of. In a country badly governed, wealth is something to be ashamed of.
Great article Adrian. Given the situation, does a $300million cruise terminal really make sense?
Mac,
Thank you.
Yes and No!
A dedicated cruise terminal would be a plus. BUT for one or two ships a week during the long summer months. My biggest concern is how it is being paid for. I understand its another BOLT project, yet there no been no financial disclosure. The ordinary person (taxpayer) has NO idea and what it will really cost.
There is also this incredible inbalance. When the airport needs refurbishment they hike up the departure tax. It dosn’t work this way with the port because the cruise ship companies simply refuse to pay higher fees/taxes.
Only last week, one of the quietist times of year for visitors, I saw yet another example of the new Bajan rip-off, down on the waterfront. Some visitors booked places on a fishing charter, based on the price offered for visitors sharing the boat. When they came to pay, as there were only four of them they were confronted with a bill for a whole boat charter, considerably more than they expected. There is no doubt in my mind that the boat operator knew exactly what he was doing, and I have seen taxi drivers do similar things for round island tours. Expect another posting to Trip Advisor, warning visitors to make sure of the price BEFORE they embark on the trip.
Yes, I’ve booked a couple of fishing charters where we did not catch a single fish. When we asked if we could get a partial refund, we were refused. I understand that there are several expenses involved in running a boat, but they could have at least given us a few dollars back or offered us a discount on out next trip. After that, I decided there will not be a next trip.
Any successful business model has to consider that repeat business is what you should be striving for. When you have a happy customer, not only will they come back to you, but they will be happy to tell their friends. Word of mouth is better then anything you can buy in your advertising budget – and it’s free. All you have to do is do the right thing. Seems like an easy concept to understand and execute.
However, like many businesses on this island, the tourism industry does not understand this. The model is usually – get as much money as you can from these suckers and then screw them if they don’t like the product. Can anybody say NASSCO? Biggest bunch of incompetent thieves I have ever met. That type of model always fails as soon as people get hip to what your all about – which is very easy to find out these days. The truth is usually only a few clicks away.
In a country well governed, poverty is something to be ashamed of. In a country badly governed, wealth is something to be ashamed of.
Confucius say!now look in the mirror.
http://www.virtualtourist.com/travel/Caribbean_and_Central_America/Barbados/Warnings_or_Dangers-Barbados-TG-C-1.html
http://news.barbadostoday.bb/2012/07/19/couple-robbed-at-gunpoint/
http://www.virtualtourist.com/travel/Caribbean_and_Central_America/Barbados/Tourist_Traps-Barbados-TG-C-1.html
http://keltruthblog.com/blog/?p=648
http://www.virtualtourist.com/travel/Caribbean_and_Central_America/Barbados/Christ_Church/Saint_Lawrence-1647240
/Warnings_or_Dangers-Saint_Lawrence-TG-C-1.html#ixzz26g9iDsjO
need more cause there are plenty more on the net.about barbados.
some of those fishing charters know you are not going to catch nothing .
but you get no refund they hope you just get drunk.and go away.
they have your money.
challenge fishing is a leader in this concept.
@TWWIFOS: Surely you do not mean our NASSCO,home of the brand name Toyota?????
You bet I do! They don’t a clue how to treat customers or how to properly fix a vehicle with even the simplest of problems. And don’t get me started about the three month wait when you want to order parts that they don’t have in stock. Last time they told me that, I ordered the parts online and had them in a week. I’ve got better things to do then to wait three months for a part to arrive. They don’t seem to think so. I avoid that place now like the plague. My local mechanic does and better job for a better price. I’d much rather give my business to him. I strongly suggest anyone with a Toyota do the same.
Excuse the typo: “A better job for a better price”
I should add one thing. It’s not like I went to NASSCO once and had a bad experience. I went there “several times”. EVERY time there was some sort of problem. Finally I had enough. You won’t catch me there EVER again.
This is exactly my point. When you don’t do the right thing, people have long memories.
Then I totally agree with you. It seems we are “asking”for service at these places
TWIFFOS, I don’t know about chartering a boat for fishing, have never done it, only ever fished with a line but if there are no fish, there are no fish, am I right? People fish just to eat here and sometimes there is no dinner, even though they go out at night from St Lucy all down. In these times, when there is very little collateral to be found and pockets are empty, is it fair to expect compensation? Should they have insurance on their business? Probably but do you know about insurance in Barbados? It is a nightmare. Yes I am ignorant on the subject of fishing charters and it would have been a good idea to offer a discount on the next trip, which would have laid suspicions to rest that you had been sold a pup and showed willing, also.
BJSimms, I see your point about the trolleys but it would never work. How would tourists find the correct cash to put into the trolley without local change unless they joined yet another queue to obtain change for the deposit on the trolley? Imagine the scramble in the carpark as redcaps tried to recapture trolleys to keep the deposit, it would be mayhem. It could work for locals and repeat visitors who cannily have the correct change to get a trolley in their possession. First time visitors would still have to face the snarling mob of feral redcaps, charging often $10 just to take them for a few feet from the baggage carousel to the car park. There are plenty of Bajans grateful to earn $10/hour!
No, we need to go back to the previous situation where there were free trolleys available to all and porters were there to help those who needed or required help, such as those with numerous bags or small children and prams, etc. or just those who felt like not bothering, after the long trip.
To make it fair, there should be signs explaining that there is a charge per bag or similar.
What has altered the situation is the advent of the wheelie bag where a person can manage quite large amounts of luggage on his own, to the detriment of porters. However, that should have not evolved into this mad free-for-all we see today.
I don’t think it is a subject for negotiation with the Unions. There should be some porters on full pay at the airport to help those who need help; otherwise let tourists use their own trolleys, free of charge. It’s really worth it in PR terms as the negative effect of being pounced upon and the absence of free trolleys is unsettling and implants the idea in the tourist mind that this is the start of a big rip off experience; it makes them nervous, start thinking about other places where you don’t feel safe! Most visitors to Barbados have travelled extensively before and are used to getting their own trolley. Oh oh, why not here?
Taxis are another issue. Although there are signs all over the airport about how much one can expect to pay to go from Grantley Adams to various destinations, these are not clearly displayed inside Departures, only outside the building. Most drivers are wonderful and courteous but I have experienced attempts at the run-around although it should be pretty obvious I know what is what. I have had to explain exactly what route we should go on, and I imagine for a tourist this is an unknown. If you get a good driver, get his phone number!
Barbados was always famous as a Caribbean destination where you would get friendly and fair service. I’m not talking about the rudeness in shops, that has always been there, be you tourist or Bajan, but at the airport it used to be a pleasure to arrive, you felt trusting, that you would be taken care of. Not anymore. Can’t people see that it’s a shame to crush a person’s happy expectations of a lovely time at the point of arrival?
Victor;
I wasn’t expecting anything near a full refund and would have been happy with anything offered. Charters can be very expensive and when you lay down about a thousand bucks and don’t catch anything it does not sit right when no effort is made to help you. I should also mention that I’ve used this charter many times, (usually with great success) so I was a repeat customer who brought them much business over the years. This was also the second time in a row with no fish caught and no compensation, so I figure it’s time to bring my business elsewhere. That just says to me that they don’t value me as a customer, so why should I continue giving them my business?
As a small business owner, when someone has a problem I make every effort to fix it. As a result, I have many happy repeat customers who love telling their friends about me. I’d rather lose a few dollars on a sale and make someone happy, then piss them off and lose much more down the road.
TWWIFOS, so what do you think, after all these successful repeat visits etc. and what seems like a good business relationship, caused this breakdown in communication? It seems strange, considering the current climate that such an unsatisfactory situation has developed. You’d imagine they would be keen on future business. It is frustrating especially when fishing when you get nil result, I know! I’d imagine they would be more than glad to have you return. They might be bust, can’t offer any future, have you investigated? What you said about your own business makes sense but what if you were on the brink and panicking? We all might lose our cool in that instance. Just guessing.
Wrote many times to BTA about different issues and NEVER got a single answer. Not even a thank you for your comments. I am visiting Barbados every year (sometimes twice) since 7 years now and will probably always do. Got a lot of friends and family with me and do my best to convince coworkers and relatives to go. When I think BTA should be inform of something, I do so and honestly hope they read it because THIS is the real stuff. But they just never cared. So now I also use social medias, to comment and also to get answers…. Very disappointing. I will always go, but that’s not the case of everyone. .Shoul not take visitors for granted.
TWWIFOS, so what do you think, after all these successful repeat visits etc. and what seems like a good business relationship, caused this breakdown in communication?
It’s simple and back to my original point about our tourism industry. They took my business for granted and thought they could do whatever they wanted and I’d still be back. It had nothing to do with them about to go bust. They are still here. Their thinking was not towards the future, but getting the cash in their pocket NOW. That’s no way to run a business. All I can say is “take care of your customers and they will take care of you”. Are you listening BTA?
Adrian, Accra Beach Hotel and Spa just received from TRIPADVISOR a ” Certificate of Excellence for the year of 2012″ a four out of five star rating signed by, Christine Peterson, President, Tripadvisor for business.
You ever received any such Certificate while you were in business?
I guess Accra Beach Hotel is in touch with their visitors.
But Barbados Free Press would never publish that bit of news because they wrongly believe that you are the only one in Barbados who know how to run a Hotel
How about giving Accra Beach hotel a plug for this great achievement, but then again I know that Barbados Free Press would never do that!
What will you say next.
Please, by all means email your TripAdvisor Certificate of Excellent Award for BFP to post. As I understand, the accolade is ONLY awarded to the TOP TEN percentage of hotels in terms of rating. YES! P &Q is one of those but Accra is rated Number 48 of 102 hotels on Barbados, so its difficult to imagine that it qualified.
I’m not to big to apologise if I am wrong. I have sent BFP our certificate of Excellence. Please do the same. Why would a hotel where more than 30 per cent of its guests would not recommend the property to a friend get any award?
Adrian all you have to do is to walk into the lobby of Accra beach hotel and spa and you will see the Cerfificate being displayed on the front desk for all the world to see, and that includes you!
Adrian, take five minutes of your time in the morning and drop by. I also await your apology which will come after your visit!!!!
@what a geek I am
You just can’t let go of it, can’t you? Every post has by AL always ends the same way. Your really so predictable and quite a bore.
Forgot to mention…..
Our neighbor dropped by the other day with some friends who were visiting. They said they were staying at Accra. I asked them how they liked it. Their reply, “Terrible place. Very unfriendly staff”.
Yep, the truth is usually only a few clicks away. :-}
Finally I should add that I have no ax to grind against Accra – as “Mr What” has against Adrian. I was actually considering going to Accra for a few days. However, with the combination of my neighbors bad review, but mostly because of the constant annoying posts by Mr What, I have chosen to not give them my business. If Mr What is an employee of Accra, he is not serving them very well.
Adrian, have drop by Accra Beach Hotel to view the Certificate or are you too afraid to get egg on your face?
Cant understand why you BFP people including Adrian are so upset because there is a Hotel in Barbados called Accra Beach Hotel and Spa which is doing so well?
TWWIFOS,
Totally agree with you. If What Will he Say Next REALLY works for Accra then he/she should spend more time taking care of business. If the hotel has indeed received a TripAdvisor Certificate of Excellence despite its #48 rating, then don’t you think they would put it on their website, FaceBook page and TripAdvisor listing?
And while they are at it, maybe get the Guest Comments section on their website working, or do they not want their guests to comment?
I have absolutely no problem Accra being the most successful hotel on Barbados, but it has to be on merit.
#48 out of 104 hotels certainly does not indicate that.
I understand you Adrian, only Adrian in all of Barbados knows how to run a hotel. Boy we sure are lucky to have you around, we can really count our lucky stars. Adrian If you die today Barbados would come to a standstill!
However still visit the Accra Beach Hotel and view the Certificate, it is there for all the world to see including Adrian, but i suspect that you do not want egg on your face!!!!!
Well – “what will they think of next” has certainly killed the interesting discussion about solutions for the tourism industry! Boring boring boring!! Thanks so much for going on and on about Accra and their lovely piece of paper on the wall. Well done to the hotel, but really, who cares? It’s like that resort in St. Philip harping on about how it once had one of the top 10 beaches in the world, by Lifestyles of the Rich and Famous, many years ago. (It makes me laugh how they still hang on to that, but sorry, right now it may not even fall into the top 100 beaches listing). Barbados loves self gratification, but often it is just hiding our heads in the sand. Can we get back to the discussion now … please?
@wwthon For gosh sakes, a TWO star Hotel, also on the South Coast is one ahead of Accra on Trip Advisor ratings…the not too fabulous Coconut Court Hotel.The piece of paper from Trip Advisor you are all excited about means little if they are ranked 49 out of 103 Hotels in Barbados.