Surprises are good way to overdeliver but ensure it’s relevant to the specific guest.

Surprises are not necessarily a cost for you. Because most hoteliers are thinking this way, we end up with lots of irrelevant free stuff.

Surprises are noticing the needs of a specific guest and providing them with what they need before they ask.

Surprises are learning a detail or two about them and making them feel like at home.

Surprises are addressing their worried look or lack of trust so they don’t have to.

Apples and chocolates are just gifts, not over delivering. (And if your knifes are blunt and chocolates tasteless, better skip it)

Overdelivering is being there to assist and take care of something in a ways not expected, that go beyond what they paid for.

Don’t expect me to be excited for something I didn’t ask for, don’t need and don’t find nice to have/use.

Just because something is free, doesn’t mean a guest will appreciate it. Unless, that’s exactly who your guests are. (And I hope not, because there is nothing innovative in that market layer)

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