Fabulous Fridays: Hotels Going The Extra Mile

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This week’s Fabulous Fridays proves that hospitality is alive and kicking even during the current challenging operational environment.

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Since early January, I have been in Mexico and stayed at quite a few hotels in Playa Del Carmen, Puerto Vallarta, Merida, Villa Hermosa, Guadalajara, Zihuatanejo. I will pay visits to Cancun, Tulum, and Mexico City too before I leave.

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Here are three examples where hospitality works how it should:

Hyatt Regency Guadalajara

I needed to print out some financial documents to wrap up 2020 accounting, but for confidentiality I did not want to have to email them to a hotel employee to be printed.  My initial plan was to buy a cheap $100 laser printer and donate locally it once I had finished with the paperwork.

Unfortunately, Best Buy had just exited the local market, and Office Depot and OfficeMax stores were as depressing as in the States. Even El Palacio de Hierro was out of stock.  So my next best solution was to request to connect my laptop directly to one of the printers in the hotel lobby.

Much to my surprise, the hotel offered to loan me a small laser printer that turned out to be the perfect solution for me.

Needless to say, I was rather impressed by the hotel’s willingness to go above-and-beyond and allow me to complete my work within the comfort of my suite.

Hampton Inn Villahermosa

I recently wrote about Hilton’s new “100% Hampton Guarantee”.

100% Hampton Guarantee

I learned rather quickly that Mexico appears to be a coffee country, and sometimes getting just simple black tea (Earl Grey, English Breakfast) is next to impossible.

This Hampton Inn only had flavored tea but went the extra mile and offered to pay for a tea delivery from Starbucks.

And guess what? Upon my return to the hotel for another stay, the hotel had already prepared a tea set that was awaiting my arrival.  Unfortunately, I did not have a use for the water tumbler and left it behind. I did use the tea, however.

Thompson Zihuetaneajo

The hotel had a Nespresso machine in the rooms and suites, and you had to press the buttons vigorously to even get lukewarm water for your tea.

They kept bringing me thermoses of hot water for a while that I thought were great. As a passing comment, I told them that I was surprised that they didn’t have any electric kettles that many, if not most, hotels have in their rooms.

And just like that, the hotel went and bought two for their guests to use.

Conclusion

Sometimes it seems that people working in this sector “check out” when they go to work and only do the absolute minimum required. That does not support a hotel’s or chain’s long-term success, and usually, the responsible party is the hotel’s management.

It is pleasing however when hotel employees demonstrate common sense and go the extra mile and truly define the term “hospitality”.

We had a recent conversation with a reader over a post and it was suggested that most of my stays would end up in the “Compensation Clinic”, which is wrong. You have to remember that I stay 300+ nights yearly at hotel and have done so for the past 17 or 18 years.  Over that time, I estimated I have visited (staying at least one night) at more than 2,000 different properties worldwide.

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