Be the hotel people can’t wait to come back to

“Can’t wait to come back to and already imagining when that could be”

AND NO, it’s not about loyalty programs to lure people to stay with you.

When guests feel this way, it’s NOT about the price or bombastic trends you try to impress with.

NOT even about standards and hospitable service.

So, what it is about then?

IT’S ABOUT KNOWING THEIR NEEDS AND WANTS.

I’ve worked with a hotel which was proud of their ideas such as small chocolate treats in oyster shells which did look amazing. BUT what they didn’t want to see is how often those were left uneaten.

Other hotels try to impress people with unusual experiences such as different animal walking around property or jacuzzis arranged with flowers, drinks and meals.

Even handwritten notes showing you know their name, telling them it’s their job to relax while everything else you’ll take care of – it doesn’t work.

People come back to hotels where they feel like they belong to. Where they fit and feel secure – emotionally.

DON’T NEGLECT THE WAYS YOU CAN SHOW UP FOR THEM, BUT ALSO DON’T TRY TO IMPRESS THEM.

Let your concept and mission lead your way to creating the experience they will want to repeat OVER AND OVER AGAIN.

I’m NOT AGAINST loyalty programs but they NEED to come from real loyal relationship. Not dependency and tradeoff.

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Be WORTH EVERY PENNY & every second of your guests.