How to really impress your repeat hotel guests

25Aug10

For a recent business trip, I stayed at the InterContinental San Francisco. The hotel is a bit off the beaten path, but offers very high-quality accomodations at a price that’s quite competitive with other downtown San Francisco properties.

This was actually my second stay at the hotel, so they knew I was a repeat guest. However, the welcome they provided was truly amazing. Here is what I received upon check-in:

– A personal greeting from the guest services manager

– A handwritten note from the reservations manager

– A complimentary bottle of wine, plus a fruit and cheese plate, waiting for me in the room

The InterContinental truly exceeded my expectations, and made me feel like a valued customer. At the same time, I was impressed enough to write about the experience here in this post and tell others about it. I wish every hotel treated repeat guests this well, but the reality is that very few properties even come close. And that creates an opportunity for those hotels that really want to stand out. Give returning customers a warm and enthusiastic welcome, and you’ll be well on your way to earning their long-term loyalty, admiration and respect.



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