The Lensbury Hotel and Conference Centre is delighted to announce that this week it was awarded a 2014 ‘Major Investment in Customer Experience Gold Award’.
Sponsored by ‘Trust You’ and Classic British Hotels and approved by ‘Trip Advisor’, ‘Google’ and booking.com amongst many others, this award recognises improvements in customer satisfaction at The Lensbury. Over the past year ‘Trust You’ feedback scores have risen from 0% to over 87% Excellent Overall and reflects the investment in both the recent £14.5m refurbishment programme and in the intensive and continuous staff training plan that The Lensbury schedules throughout the year. The rate of response to customer feedback on third party booking sites has ensured that The Lensbury is a leader amongst its competitors and achieved a performance rate of 90 during 2013. Michael Marchand, Director of Sales UK & Ireland, Trust You said “The attention The Lensbury gives to guests’ feedback demonstrates their willingness to improve customer service and it is clear they put the customer first”.
Maugie Lyons, Director of Marketing and Sales said, ‘The team, from service to sales, has worked hard over the last 12 months and I am delighted that their efforts are being recognised and appreciated by our visitors and the hospitality industry alike.
On receiving the award, Lacy Curtis- Ward, CEO said, “We made the right decision to refurbish bedrooms and public areas and our members and guests alike are very pleased with the results”.
” We are delighted to win this award – we work hard to live up to our Customer Promise “Delivering Exceptional Experiences” and it is doubly rewarding when our customers recognise our efforts this way.”
Trust You award was based on customer reviews collated from over 250+ independent sources including Tripadvisor, Facebook, Twitter, Expedia, Booking.com and more. TrustScores are collated by TrustYou, an independent customer reviews monitoring organisation.
The Lensbury, situated within 25 acres of grounds on the banks of the River Thames and dating back to the 1920’s, is a premium leisure club with a 4 star hotel with 171 bedrooms and purpose-built conference centre 31 meeting rooms. It has benefitted from £2.8 million refurbishment since January 2014.
The leisure facilities include a 25 metre indoor pool, fully equipped gym, 19 tennis courts, squash courts and a water sports centre offering sailing, kayaking, motor boats and teambuilding. Investment over the past few years has been huge with a fully refurbished function suite, The Thames View Suite, a full sized rugby pitch and upgraded deluxe and executive bedrooms recently added.
For further press information:
Maugie Lyons 0208 614 6454 Maugie.Lyons@lensbury.com
Kathy Lambert 0208 614 6567 Kathy.firstname.lastname@example.org
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