Measuring Up

Who can you really trust?

Yesterday, The Today Show ran this controversial  and damaging segment (see below) about the hotel and resort industry. Seems that some players in this industry are breaking rules and laws by writing phony reviews about themselves (and their competitors) on super popular review sites like Trip Advisor, Oyster and Frommers.  I wanted to comment on this news story, considering I just wrote a review about my own experience with vacation resort the Cancun Palace. My post was then linked  to Trip Advisor.

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If this piece is accurate, and fake reviews are as rampant as we’re led to believe, then I think this industry is quickly moving head first into a real crisis.  These sites are very popular. That’s because the masses who use them (like my wife) believe that other vacationers/travelers will offer up the most honest information and tips on so many important nuances within each hotel and resort. The plain cold reality is that consumers who use these sites are very fickle. Unlike most Internet surfers, many don’t mind spending lots of time on these sites because the reviews are chock full of interesting details on so many significant nuances. But, they are also a highly skeptical bunch to begin with on this very topic. The rationale behind using a Trip Advisor is that there are very few sources which can provide in-depth tid bits on everything from food, to service, to what the rooms are really like, like these sites. If they start to perceive (right or wrong) in any way that any of these reviews are hotel fed propaganda (or worse), a pack of lies, then these once helpful web sites will be panned very quickly.

On the Today Show piece, Trip Advisor and a few other reviews sites commented that they do have systems in place to ensure the accuracy of each and every review. If that’s the case (which right now is hard to believe), I suggest they aggressively start to communicate specifics on what their safe guards are before this spirals out of control. This should include going back to The Today Show and many other key media outlets to prove their case. They should also use their own sites to boldly explain how each safe guard works.

I don’t think anyone is shocked that this fraudulent activity is taking place. It happens all the time in other categories and industries and the web is a perfect medium to create and distribute fake content. But, that still doesn’t help these companies who are only valuable because their readers believe what they are digesting is both authentic and timely.

To Travel Advisor and all the other competitors, the clock is ticking. Now is the time to act. Readers are planning their next vacation and wondering whether they need to start looking for all new, reliable sources in place of you.

This all inclusive is all right

I just came back from a family vacation (with good friends) in Mexico. With six small kids between us, fun on these breaks is all about keeping them very busy through many different activities (so that the adults can find some relaxation). We decided to try an all-inclusive resort called the Cancun Palace because of this.

Neither my wife nor I are big fans of any all-inclusive getaway. Although my experiences are limited, we've found that while the food is plentiful, it usually is also substandard. On some Caribbean islands, service always comes with an attitude (see Almond Beach in Barbados for this). And, although this will certainly come off as snobby, the level of clientele sophistication (that would be hotel guests) and overall ambiance within these beach front facilities typically leaves something to be desired.

That's why we were all pleasantly surprised with our week in the Cancun Palace. Here's what made it a success for us.

For starters, the resort was new, contemporary and even a tad luxurious. And, the food (at pretty much all five different themed restaurants) was very good. That, in itself, made my wife's trip.

All the other basic wants and needs were positive as well. Employees were very happy and always attentive. The facilities, from tennis courts, to fitness center, to the pool and beach were all well-manicured and taken care of. Most importantly, with the exception of the lobby ATM machine, everything always worked. We loved that. I managed to keep a little more cash in my bank account, to boot.

There is one factor that really stuck out at me, though. And, that's why I'd recommend this place to any family. Even with a very affordable price, the Palace never chose to nickel and dime us on a hundred little items (like most resorts tend to do). So, we weren't paying extra for top shelf alcohol, or offsite excursions. With the Palace, all-inclusive really means that everything is included. From what friends have told me, that is very rare indeed.

If I had to use one phrase to describe the Cancun Palace it would be consistently very good. (Here is a link to them on Trip Advisor) Nothing about our experience was bad or even mediocre. As the days went by, we could feel just how hard this superior resort tried to make its guests' vacation great. As I went into this vacation, my expectations were set fairly low so as not to be disappointed. Every once in a while, it's nice to be so surprised the other way.

Give me sun, beaches and warm blue skies…

I am sick of winter. Let me restate that differently– I really hate this winter.

In the Northeast, we’re having record snow (and ice) falls. It feels as though the temperature never rises much above 25 degrees. And, I can’t remember the last time the wind wasn’t pushing me a step or two backwards. In my mind, this all adds up to misery.

I’ll be honest. As I’ve gotten older, the cold has become less and less appealing. And, my family just isn’t enthralled with all those things most people do during the winter to have fun. We’re pretty bad skiers (remind me to tell you about the time I broke a rib attempting to ski in the frozen tundra of Canada). We don’t really enjoy skating and, overall, we typically cry bah humbug during each subsequent snow fall that takes place.

Yes. I’d like to be living or at least visiting somewhere warm right about now. But like many, I also have a day job in New York City. And, my kids are tied to their schools in New Jersey. So, what can a guy do?

Not much. Except, I can focus (for the rest of this post) on how so many feel the exact opposite way I do. There are thousands of industries/companies/brands that simply love frozen weather like this. The colder and longer it endures, the happier they become. That’s because they feast on every consumer whim and need to make scores of $$$. It isn’t hard to find them. The smarter companies have found ways to market themselves online, in commercials and just about everywhere else we go or turn to.

In no particular order, here’s  a bunch that exploit my misery in every way:

-    Cough and cold medications – I don’t think there’s one person in the Northeast who hasn’t gotten some cold, cough, flu or stomach bug or some viral ailment that has spread rapidly because of the cold. I went to the drug store yesterday to get a new supply of day and nighttime cold medicine. It might just be my perception, but it looked like there are two or three additional shelves filled with two to three times more products. I just checked some research online. Seems that over the counter cold products have increased their sales by 30 percent over this time last year. Bad winter means great seasonal sales for these companies.
-    Resort vacations – Turn on the TV, or click onto a popular online news site. You can’t miss all the promotions for vacation spots to warm places. Just this morning, I saw ads for: The Breakers, Sandals in Jamaica, Barbados, San Diego, The Keys and the Cayman Islands.
-    Public utilities – Have you looked at your heating bill for December yet? Ouch! It’s about 110 percent higher than it was in November. Sure, it’s supposed to be higher… but that is a gigantic increase. This winter should prove to be one of the most profitable on record for any utility in this neck of the woods.
-    Snow removal products – Ice melting salt, shovels, scrapers, snow blowers, snow throwers, etc….They are all selling like hotcakes. This weekend, I happened to be in a Lowes. A shop person told me that they had to replace these products three times as quickly as normal because the turnover is just so high.
-    Winter apparel manufacturers- By now, one would think that most people have bought their heavy winter coats, gloves, scarves, hats, etc. Not true. Or, maybe they just want to have reinforcements. I actually went looking for a new winter coat the other day. The department in this store was mobbed with many doing just the same.
-    Hot cocoa brands – Kids love hot cocoa during the winter. After a little sledding or fort building, that’s the go-to drink for any kid. I bet Nestle and other category brands are making out like bandits these days.
-    Soup brands – Same goes for soup. A little research shows that the soup industry has unusually high sales of their soup products now. Nothing like a good ol’ bowl of Chunky Chicken Noodle for lunch to warm the bones.
-    Vitamin companies – Vitamins are products that consumers turn to during times when sickness is everywhere. We’re seeing serious sales of vitamin C now. I’d say the overall desire for any pill that can increase the body’s vitality and offer help in warding off colds has risen greatly.

These journalists are all wet

Today's guest post is by Peppercommer Matt Purdue

We counsel clients all the time that reporters are changing: gone are the days of balanced reportage and in-depth analysis of the issues facing our society. That’s been replaced at all turns by hyperbole, editorializing and infotainment. If you want an example, look no further than the L.A. Times coverage of the stranded cruise ship off the Pacific Coast.

In a November 10 article, L.A. Times reporters Maria L. La Ganga and Tony Perry break out their crisis thesaurus to ratchet up the drama of this floating PR nightmare for Carnival Cruises. The cruise industry hasn’t been raked over coals this hot since the “Poseidon Adventure”.  As if they’re channeling the folks who wrote the screenplay for “Titanic,” La Ganga and Perry set out to spin a “cautionary tale about just how vulnerable these mega-ships can be.” They use this single incident of a fire on the Carnival Splendor that knocked out power to the ship as a brush to paint every large vessel as a disaster waiting to happen.

They parrot Carnival’s CEO assuming that the passengers must be “very uncomfortable.” They wail about the ship’s gourmet cuisine being replaced by bread and canned milk. Worst of all, they speculate that this episode could be the tip of the proverbial iceberg. They quote the president of International Cruise Victims bemoaning “significant risks as these ships get bigger and bigger.” Call me old fashioned, but I get the sense that someone who works for International Cruise Victims is not exactly an objective expert when it comes to ship safety.

And what actual evidence do La Ganga and Perry present that cruising could be getting more risky? A website called cruisebruise.com that reports “eight major fires on cruise ships in the last five years, compared with just three in the previous seven years.” Cruisebruise.com bills itself as a source for information on murder, death, rape and other seaborne terrors. But let’s put aside the credibility, or lack thereof, of a site like cruisebruise.com. Did La Ganga and Perry consider even for one second that the number of fires on cruise ships could be increasing… because the number of ships is increasing? Could it be that the relative safety of cruising is actually increasing? They’ll never tell us.

On top of that, do they present any evidence whatsoever that the increase in cruise ship fires is due to shoddy engineering? Careless operation? Drunken sailors? Nope. That would actually take some reporting.

The best advice for PR professionals: Do your homework before putting your clients in front of some of today’s so-called journalists. If they smell fishy, move on. You’ll be doing your clients—and yourself—a favor. Anchors aweigh.

We need this like a "hole in the head"

Stupid people make stupid laws. And, that's exactly what this is. 

Less than a decade removed from the worst airline terrorist attack in our country's history, Georgia lawmakers have approved a law that will allow gun owners to carry registered fire arms in certain parts of our airports (which aren't under Federal control). Even though Atlanta Hartsfield Airport vigorously disagrees, the legislature is just waiting for the Governor's signature.

Tell me why this makes sense. Please someone... explain it to me.

Airport security is still at an all time high because every few months some maniac tries to light a bomb from his sneaker or bring weapons on a plane. Even today, new federal regulations were enhanced to make security agencies check lists of suspicious individuals who shouldn't be allowed to fly, every two hours. So, why on earth do we need to add a new layer of anxiety during our airport experiencing by allowing guns (even if they are registered legally) anywhere near an airport?

Sure. I understand all that jazz about our constitutional right to bear arms. Those groups representing gun interests have been screaming about this for 100 years. To me, this shouldn't be an argument about the legality of this issue. Instead, I'd focus on plain ol' common sense (which should be the overriding reason not to do this).

Think about what will inevitably happen. Maybe in the beginning, ordinary gun owners will be more careful about walking around with registered side arms in "approved parking and terminal areas." But, within a certain period of time, comfort will allow lax attitudes and probably breaches in the rules. Then, someone will forget (or not care) that he/she is packing and either accidentally go through security, or create some commotion when other people accidentally see the firearm. That will cause real alarm. Then, just wait until that first Middle Easterner, who simply shares the same skin color as would be terrorists, (but is actually just an innocent traveler) is found carrying his legally purchased hand gun in the airport. What kind of absolute chaos and panic do you think that will cause? And, we all could think of examples that are far worse and more serious beyond that.

We live in difficult times. The botched Times Square bomb incident is just another example of what new terrible disaster can happen on any given day. Guns in airports are a ridiculous combination. Come on, Governor. Do what is right.

Do I see blue skies on the horizon?

They certainly were bright, blue and sunny from my vantage point. I started writing this post sitting aboard the top deck of a cruise ship that was rounding the last bend of a hot, tropical vacation.

What's clearly more interesting about this topic is the fact that this moderately high priced vacation ocean liner was completely packed, as in sold out. And, it seems that at least three other similar cruises that embarked on the exact same voyage fared the same.

Normally, this inconsequential fact should mean little to you and me. Except, a little birdie (in this case, one of the captain's crew) happened to mention to me that these exact same cruises were only 40-50 percent filled during the same time last year. And, had 20-30 percent vacancies just three and four months ago. After doing a little research on the Web, I found a number of travel publication articles which confirmed the same type of numbers over the last 18 months.

So, what does it mean? To me, it's a tell-tale sign that the masses are finally starting to become consumers again of higher end vacation packages. I'd say that means they also feel more confident that our economy has stabilized and life is getting better, as well.

By the way, I haven't taken a cruise in 20 years (and the one experience I had was commonly referred to as a "booze cruise.") So, I really didn't know what to expect from a Royal Caribbean Cruise line vacation. In the end, I'm not sure that I'm a cruise faring guy (cramped living conditions don't do it for me). But, I have to say that Royal Caribbean's (RC) service is simply fantastic and the overall experience was very positive. So, here's a little bit of a plug for the RC brand since the topic coincides with this post.

Every night, dinner was a true delight. Most people think of eating on cruises as a caloric adventure because of the "all you can eat" mindset. But, that doesn't necessarily equate to eating good food (only gaining lots of weight). Sure, you could get all you want at RC. But, surprisingly the lunch and dinner meals were gourmet in nature and whether one chose steak, seafood, Italian or even Indian, it all tasted great. In fact, each meal was so scrumptious that we felt as though our family could have been transplanted into a high end New York City restaurant.

There were about 2,500 people aboard our boat. That's a lot of needy souls. Yet, the customer service across the board was truly phenomenal. From the cleaning woman who took care of our room (she literally created animals out of our towels at night for the kids), to the waiting staff (who seemed to have a Radar O'Reilly sense of quickly providing us with something before we even had to ask), to every staff member I came into contact with (who never stopped smiling). Just pretty amazing.

This was a special vacation because we celebrated my parents’ 50th wedding anniversary. I know they really enjoyed having our whole family together to mark this momentous occasion.  Here's to them and the hope of more blue skies ahead.

Where America's great recession is felt the most

Last night, I took a four hour road trip through upstate New York to see Cooperstown. My boys have been excited for weeks to see the famous Baseball Hall of Fame. So, we made this fairly long trek over and around many long windy roads, seeing dozens of tiny, obscure towns along the way.

Maybe I shouldn't have been surprised. But, I was. In almost every case, tiny little rural havens in places called Broome, Middleburgh and Cairo (no, I wasn't in Egypt) were completely lifeless. Most only showcased dilapidated houses and barns. Some were actually burnt out and others had scores of abandoned trailers (and many dead farms, as well). It was truly sad and quite depressing. Our eyes were glued to the scenery that looked like something from a Great Depression movie. And, our mouths were wide open as we just sat in disbelief.

When we finally found a town that had a suitable coffee house (and, that wasn't easy), we pulled over to grab a quick bite. I struck up a brief conversation with a nice waitress about the communities surrounding this area. She was quick to point out that over the last two years, maybe 35-40 percent of farms and homes in the area were foreclosed on. She also said that "the good people in these areas are scrambling like never before to just put food on their kitchen tables. Welfare stamps have become more of a normal staple of life versus what was once the exception."

With the exception of Cooperstown (which is beautiful and prospers for obvious reasons), the statistics support what this friendly waitress said. Greene County (one of the major areas we traveled through) has an unemployment rate of almost 15 percent, way above the national average. I read an article from the regional newspaper up here that showed families are picking up and leaving for towns and cities where employment chances fare better.

It's hard to blame them. These people clearly haven't seen or felt any benefits of the administration's economic stimulus plan. And, I truly wonder if it's too late for their communities because of it.

From time to time, I complain about paying too high taxes, or receiving too few small business benefits in these tough economic times. But, this experience has put it all in perspective for me. I've got nothing to moan about when so many are living in complete crisis mode.

Let's hope some combination of an improving economy and many more stimulus dollars reach these small towns in the near future. They are the ones who really need our help.

Through rain, sleet or frigid weather, Disney World keeps on smiling

I spent the last two days in a very cold Disney World.  Forty-five degree weather (with blustery winds) is simply too frigid to see the sights of the Magical Kingdom and take on the rides at Universal Studios.

But, that didn't really matter to those in charge of this theme park. They simply found new ways to draw thousands of kids' attention and to certainly make lots of added revenues while doing it. I tip my hat to this company. It is among the best I've seen at marketing. More to the point of this blog, Disney changes how it provides service and value to meet customer demands as quickly as a company can.

For example, I couldn't help but notice how every Disney shop strategically rearranged its stores by placing all sweatshirts, coats, hats and even gloves right up front. There were long lines at the cash registers to buy these necessities. Conversely, the typical Mickey, Homer Simpson and Jimmy Neutron t-shirts were almost impossible to find.

It was certainly too cold for families to slip and slide on water rides. But, that made no difference to Disney. It still found numerous ways to entertain everyone, keeping them outside in the streets. I noticed that the parks had (what seemed like) an unusually large number of Disney characters in costume walking the sidewalks, greeting excited kids. When I asked one park official why, he (unofficially) told me that they tripled the frequency of these characters coming out into the open so that families would brave the cold to make their children's dreams come true. (I'm not sure if any dreams were realized for my kids... but after waiting for 30 minutes, they did get a nice photo with Homer, Bart and Marge Simpson.)

Although most rides and exhibits had long waiting periods, it was obvious that Disney employees were also doing everything possible to herd groups of customers into express lines. This moved crowds along at a quicker pace and, in many cases, pushed people inside where warmer shelter existed.

I heard from many native Floridians in Orlando that this is the coldest winter in 20 years. Some complained that lots of businesses have been hurt because of it. My bet (though) is that Disney World has weathered this crisis just fine.

Riding roller coasters, eating ice cream and standing around to watch parades doesn't make much sense in any place with such extreme cold weather. That is, except for Disney World, where every day is magical and everyone is always smiling.

Very little “Spirit” at this airline

I just got back from a relaxing week long vacation in the sun.

Trying to save on costs (like many others,) we decided to fly Spirit Airlines for the first time. It was an interesting, mixed-bag experience for us. More to the point of this post, I’m not sure that the company’s description of what it uniquely offers and its positioning vis a vis other airlines is entirely accurate. That should create long term branding (and business) problems because customers (like me) won’t experience what the brand (or company) is promising.

Here’s Spirit’s positioning (highlighted on its Web site): "Spirit Airlines’ ULCC (Ultra Low Cost Carrier) approach liberates customers from being forced into paying for services they do not desire or use. When customers are seeking the best value in travel they can choose a low fare at spiritair.com and select the services and options appropriate for their travel needs. Spirits ultra low cost model driven from numerous efficiencies, new aircraft, advanced technology and dedicated staff allows the airline to take this approach offering savings to millions of customers…"

The statement also highlights key messages such as: "friendly staff and clean, new airplanes."

Let’s start with some of Spirit’s positive attributes (although spelling isn’t one of them. The word “Spirits” is a typo in the positioning statement above.) It is an inexpensive, absolutely no frills offered airline. And, those first few rows of seats are more comfortable because of their excess size (kind of feels like being in first class seats without actually having a first class). From what I experienced, the airline did an adequate job of getting us from Point A to Point B, on time, without any major headaches. That (in itself) can be considered a successful trip.

But, does it really “liberate” customers from being forced into paying for services they don’t want? Hardly. That’s 100 percent pure spin. And, it comes across as a company trying to sell me snake oil. I don’t know about other air travelers, but to me those little comforts that come with flying (like a free soda/bag of peanuts) and checking one or two bags at no cost (Spirit charges $25 per bag) are taken for granted. I paid $100 extra at the airport because we had four bags for five people. That seems an awful lot like being forced to “pay for services” to me.

It took me half a flight to figure this out. But, those efficiencies that Spirit mentions in its positioning statement are merely added charges that it makes from its passengers on items that every other airline offers for free.

I know it sounds as if I’m complaining (guess I am). But, those were really minor issues compared to what’s coming next. Spirit Airlines offers its passengers shoddy, run down, filthy cabins. And, that’s unacceptable. The seats are absolutely grimy with food, ink and God knows what types of stains. And, the floors beneath the seats are even worse. Ultra Low Cost Carrier should not mean – “the place is disgusting.” But, once again, it’s clear that this is probably another one of the many efficiencies the airline has concocted to save money. I guess, if no one cleans the plane, then the company doesn’t incur any added hard costs for cleaning.

Let’s move on. Spirit promotes its dedicated and friendly staff.  That’s a complete fallacy. The first flight attendant we had was simply disinterested in all the passengers. I could accept that. But, the last one who served us actually had a frown on his face the entire trip and acted as if he shouldn’t have to do anything because we were flying the cheapest airline in the world. This guy was genuinely pissed off and it came across in every function he performed (including the dubious task of figuring out seat assignments when the flight was overbooked).

Here’s the problem with Spirit (in a nutshell). Many people appreciate having a low cost alternative (especially during tough times like this). But, no one wants to be forced to feel like third class citizens who could only afford the lowest cost alternative living in the Steerage compartment of the Titanic. I heard many passengers mention that they were embarrassed to fly this airline because of what it represents. They certainly could have gotten over it pretty quickly though if the entire experience was at least adequate. Instead, so many  customers bitched and moaned about how schlocky everything was.

In this economy, airlines such as Spirit need to exist and my guess is that this one will continue to operate just fine for a while. But, I wonder how things will change when life changes for the better. People understand that they get what they pay for. The problem that will hit Spirit down the road is that no one pays for unsanitary conditions and rude service. Ultimately, this brand will pay the price for that.

For the record, now defunct, economy-class airline Zoom, is a former Peppercom client.

Air travel is all about taking us out of our comfort zone…

As I mindlessly moved through the airport onto my flights during another business trip this week, something  new occurred to me. I realized that the whole flying experience has been turned into an ordeal that truly takes adults out of their comfort zone. On top of that, it makes us (or at least me) feel like a school kid who is scared that the strict teacher is about to rap my knuckles with a big ruler.

I’ll explain. To begin with, think about what typically happens as you go through the security line in each airport. It’s mighty stressful. I realize that it’s needed, but the process is identical each time. As quickly as possible, you whip off shoes, belt, coat, anything metal and throw it all into 3-4 bins, all the while the people in back of you are politely pushing and edging you forward. God forbid you aren’t quick enough in dislodging your materials into these bins. Someone jumps in front of you and that creates more anxiety. Of course, throughout this process, the security people are herding each one of us like cattle going to market to get through the line and walk under the x-ray post.

No time to take a deep breath at that point though. Because, just as quickly, you’re expected to grab all items you have on the belt coming out of the other end, or the people’s stuff behind yours will pile right on top. I have to believe it would be really funny for someone to be a fly on the security wall and watch us poor travelers hopping on one foot to get a shoe on, while simultaneously trying to put our lap top back in a briefcase and also slip that belt back on.

I find myself tense, stressed out and needing a vacation after experiencing the security line more than once in a day.

Then, after a few hours of waiting and finally piling on to the plane, the next experience typically happens which makes me feel like a child. When those airplane doors close, flight attendants, who are actually customer service representatives, instantly transform into your worst disciplinarian teacher. And, each of us becomes nothing more than a child forced to follow every single directive and rule. Again, I understand why many of these rules are in place, but it just strikes me as a little zany as to how adult passengers lose all control during the experience.

For example, ever try to get a little more use out of your Blackberry before taking off? I find myself becoming so sneaky just to hide the PDA from any possible flight attendant who could be coming up in front of me, or even scarier… from behind.  I typically place the Blackberry between two magazines so that it appears that I’m reading and then sneak a few peaks and write some last minute emails before we ever take off. Getting caught is a brutal experience though. The look isn’t something I’ve seen since my mother used to catch me (after the fact) holding parties in our house (as a teenager) when my parents traveled.

Sometimes it’s even the little things that make you feel just as bad though- How about trying to lower your seat just a tad before take off because when it is upright, it’s just so comfortable to the back? I’ve gotten that glare and have been reprimanded on more than one occasion. God forbid ones briefcase isn’t stowed perfectly under the seat. The resulting lecture from Sister Mary Flight Attendant is the same.

The more I think about it, the more I believe that all of these aspects of flying actually make the experience dreadful. I can take all the waiting around flight delays. But, no one wants to be taken out of their comfort zone so often and the way that makes adults feel like children. Not much anyone can do about it and I understand why the rules are what they are. But, it doesn’t mean that I’ll ever like it.