On the weekend, our family group from Da Nang went to Hue to relax at a coastal resort. This is the first time we have experienced a resort in this resort, starting with very attractive images and promotions on social networks.
In fact, with coastal resorts meeting 5-star standards or higher, whether in or outside Vietnam, everything about infrastructure and basic standards are similar. The main difference lies in the service attitude of employees.
And we had very unhappy experiences in the service attitude at the coastal resort in Hue, when right from the entrance, the security guard coldly asked: "Where to go?".
When we replied that we had booked a room in advance and came to receive the room, the security guard explained: "Sympathize, we have to ask because there are many people coming here to take photos every day".
Not stopping there, when seeing a loudspeaker carrying a music player in the car, the security guards ran behind, loudly exclaiming: "This place is forbidden to bring candy speakers", without worrying about what we bring for use, whether we use them or not. This made everything as noisy and chaotic as a market.
We have never seen such an unpleasant experience at other accommodation facilities in the Central region.
It is worth mentioning that such stories are not individual or individual, but quite popular at low-end to high-end tourism service establishments in Hue.
Most recently, the incident of a 4-star hotel staff in the city center violating the checkout process, causing discomfort and hurt to customers, caused a stir in public opinion on social networks.
In recent discussions between travel businesses and management agencies in Hue, the story of high ticket prices continues to be mentioned as a major bottleneck that makes it difficult for Hue tourism to compete with Da Nang, Hoi An, Quang Tri or even Hanoi.
However, if we look at it more deeply, ticket prices are not a core issue. The sustainable problem for Hue tourism is not only how much percentage is reduced, or group incentives, but whether the value of the experience that tourists receive is worth the money paid or not.
The decisive factor for this feeling lies in the people and service attitude - something that Hue is currently weakening compared to neighboring localities.
It is true that ticket prices in Hue are higher than many other localities: Dai Noi 200,000 VND, mattresses 150,000 VND... In the tour price structure, especially for group guests, this fee forces businesses to consider.
But ticket prices are only the tip of the iceberg. Regardless of whether it is a 20% or 30% discount, Hue will still find it difficult to create a competitive advantage if it continues to give visitors the feeling of unfriendly services, a lack of smiles and an incomplete experience.
In fact, many travel businesses admit that what makes them afraid when bringing customers to Hue is not only the cost, but the fear of "customers not being happy" for many reasons, including the lack of smiles in the service; the rigidity found in ticket booths, shops, some accommodation establishments; the service style is still " administrative", lacking flexibility and lack of proactive support.
Unlike decades ago, today's tourism not only sells landscapes, but also sells experiences and emotions. Experience and emotions of joy or sadness, love or disappointment... depend largely on the human factor of providing the service.
A friendly smile, a polite gesture, a spirit of helping... are sometimes more powerful than a discount program. If Hue wants to regain competitive advantage on the Central tourism map, the first thing that needs to be changed is not ticket prices, but human factors.
