Perception is reality

August 26, 2006

Dear Sir,

My wife and I just returned from a two-week vacation in Bermuda ? my second visit, her first. We felt that we would be remiss in not sharing our experiences ? as former senior managers in the tourism industry, we know the value of guest feedback, solicited or otherwise! For months preceding our visit we reviewed print and online publications to better acquaint ourselves with current events, new/changed attractions, politics, sport, and general information. Why is this relevant, you ask? Well, I feel that it is crucial for you to know that the overwhelming perception of Bermuda (primarily online) is that crime is on the increase, and that tourists can expect an environment similar to what they?d find in Mexico, the Caribbean, and other subtropical and tropical destinations.

The perception of a virtually crime-free Bermuda has been a cornerstone of tourism marketing efforts, and a major selling point for Bermuda with the high-income target market(s). However, a former hotel colleague of mine used to say: ?Perception is reality.? When we speak of destination marketing there is a large degree of truth to that. You risk losing this major selling point thanks in part to a small part of the population and their pathetic (albeit dangerous) propensity to mimic United States gang culture. The second concern of ours was the influx of cruise ship passengers vs. those arriving by air (like us). This was a concern shared by the locals we spoke to ? including the shopkeepers servicing the hordes from the ships. I simply cannot fathom the logic in allowing five or six of these monsters to berth in Bermuda at once. Bermuda used to market itself to an upmarket clientele, people respectful of the culture and locals. People who, like my wife and I, spend money on accommodation, food, shopping, transportation, and more.

Where is the logic in selling out to these mega-ships laden with hordes of uncouth, loud, scantily/shabbily dressed, primarily American tourists with no desire to learn about, nor respect, local history, culture, or the environment? They spend nothing on accommodation, fill the beaches and towns with litter, eat on board 90 percent of the time, and yell at one another at full volume in churches, streets, and stores. I ask you ? at what price did it become acceptable to ?sell out? and become another Cancun? Is this what the people of Bermuda want? Thankfully we were staying over two weekends. Four pleasant days free of foul-mouthed American ship-borne tourists.

Of course, much like the last time I visited, there are also still those few Bermudians who cannot accept that working in tourism/hospitality means providing good service to your guests. I speak of the Bermuda Perfumery in St. George, and the ladies they employ who belittled my wife and ensured that we will never recommend anyone to visit their shop again. We are a younger couple and noted upon entering that we were quickly ?sized up? and neglected in favour of a few older, well-dressed American women.

Eventually, we ended up in line for purchase behind one of the aforementioned women who spent $20 on a lotion. My wife placed her purchases on the counter (well over $20 worth) and was surprised when, instead of the logo?d pink gift bag she expected (and issued to multiple women before us) she received a large blue plastic bag. When she asked if she could have the pink bag (as the shower gel and lotion were a gift for a friend) ? the clerk quite literally looked her up and down and stated: ?You are buying discontinued items therefore I am not giving you a pink bag.?

My wife even offered to pay extra ? to no avail! Even though we had spent much more than the previous customer, the clerk refused to accommodate us and we left feeling rather humiliated. Ironically, we purchased another bottle of ?discontinued? product through a reputable retailer in St. George and received the sought after pink gift bag without a word being exchanged (except for a friendly good afta?noon on both sides of course!). I certainly would like to hear from the folks at the Bermuda Perfumery (I?ll provide my details to the RG should you care to provide an explanation and/or apology for your actions).

Lastly, lest you think we had a miserable time, please note that we thoroughly enjoyed Bermuda, her beaches, her forts and historic sights, and the truly unique hospitality offered by locals and ex-pats (yes, they count too). With few exceptions, the people we met and spoke with were friendly, informative, and very accommodating to visitors. Having covered the majority of the island in two weeks, we likely will not be back again soon (you could use some more events or activities not geared towards cruise ship passengers), but we will return again in future.

A card of thanks

September 14, 2006

Dear Sir,

Let me begin by commending the municipal authorities of Bermuda for their fine efforts throughout the approach, landfall and dissipation of Hurricane Florence. My wife and I were hosting 220 guests at the Elbow Beach Resort for my daughter?s wedding. The staff at Elbow Beach led by Frank Stocek, general manager and Ginny Masters, senior sales & conference Manager, did a tremendous job of assuring our safety, comfort and enjoyment throughout. Our experience began with the approach of Florence during which Ginny helped us rearrange every detail to assure the wedding and reception could go on without a hitch. The attentive staff of Elbow Beach and Lido Restaurant rearranged the ceremony, cocktails, dinner and reception to assure the enjoyment of my family and guests.

For this outstanding effort my family will be eternally grateful. My daughter was able to enjoy every aspect of her wedding day and our guests were treated to impeccable food, beverage and service. As the hurricane made landfall, the staff swung into action to our continued comfort and safety throughout. There were activities, plenty of food, beverage and the impeccable service to enjoy. We were convinced of Bermuda?s superior reputation prior to arranging our special event. The staff at Elbow Beach and the Bermuda authorities delivered on everything one could expect in ways that could not be expected. Thank you! We look forward to returning often.