A dream doesn't become reality through magic. It takes sweat, determination and hard work.

Thursday 24 December 2015

Kenyans demand fair treatment in leading hotels as they celebrate Christmas holiday

After a few minutes, wazungu came and were directed to sit there. We happened to know one of the mzungus and he told us there were no reservations made, only that it has a nice view…”

OLE SERENI

Ms Shiku Blaq said: “I experienced the same at Ole Sereni (on Mombasa road). The black waiters think whites tip better. I just avoid such places.”

She was supported by Ms Makena King’ori who said: “I second the one on Ole Sereni. It’s just as disappointing. While showing them to their table, I saw a waiter abandon African guests and left them stranded to attend to a white guest who was looking for the smoking zone.”

Some of the aggrieved patrons have created a Facebook page known as “Stop Racism in Hotels and Restaurants in Kenya” where users anonymously post their experiences.

EJECTED FROM HOTEL

On December 4, one of the users complained about Bahari Beach Hotel Mombasa, alleging that a manager had called them “ein dummer nigger (a stupid nigger)” after they complained about the waiters at the establishment. The patron was later ejected from the hotel.

On September 4, another user protested against the Tokyo Japanese Restaurant (in Lavington, Nairobi) after their waiter abandoned them on several occasions to attend to another patron.

“We pointed out to him that he needs to stop getting confused with skin colour,” the post said. “We turned to the lady and told her to wait her turn. Our waiter apologised and we told him that he should never behave that way again.”

The Consumers Federation of Kenya, Cofek, a consumer rights protection agency, told the Nation that it receives between 15 and 20 cases of racial discrimination a month.

“Most of these complaints are about the service industry, although once in a while we do get complaints about other types of business as well,” said Secretary General Stephen Mutoro. He adds that the most notorious offenders are usually middle level restaurants and hotels at the top of the food chain.

Seasoned hotelier Mohamed Hersi said that the fault lies in ignorant or badly trained staff who do not know how to handle clients.

“Some restaurant or hotel staff tend to treat white customers better because they perceive them as “superior”. In some cases, it is simply the notion that white customers tip better. This does not make discrimination any more acceptable,” he said.

Mr Hersi, who is the CEO of Heritage Hotels and the chair of the Kenya Coast Tourism Association, is, however, optimistic that the industry is improving in terms of quality of service offered across the board.

“The problem of discrimination used to be rampant some years ago but it is receding. It is a self-correcting issue because as the tourism market becomes more local, then the industry has to adjust to cater for this population,” he said.

IF YOU GO

Social media key to customer care

Hotelier Mohamed Hersi says that the problem of discrimination is a self-correcting issue because as the tourism market becomes more local, then the industry has to adjust to cater for this population.

He adds that the internet has made it very difficult for hotels with bad service to hide.

“The internet is fast, serious and ruthless. Websites such as Trip Advisor make it very easy for potential customers to view what ratings a hotel or restaurant has, and the experiences of former clients who have visited the establishment. Twitter and Facebook too are important tools for raising the alarm on issues such as discrimination,” he said.

His advice to customers who feel discriminated against at entertainment spots?

“Tell the manager. If the manager does nothing, tell the world. And, of course, you can always sue. Remember the customer is always right,” he said.

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