Though I’ve spent many years working in and consulting with the hospitality industry, the pleasure of staying at a luxury hotel has never grown old. The beautiful décor, fluffy towels, and all the pampering never cease to be a treat. In fact, I may be even more appreciative of the luxury experience, because I know how much effort it takes to make it happen.
Of course, there are exceptions to every rule, and I experienced one such anomaly during a recent stay at a luxury property. Yes, the décor was lovely and the towels fluffy, BUT the experience just wasn’t hospitable. If nothing else, the hospitality industry should be hospitable—a term generally defined as “warm” and “generous.” This warmth and generosity should form the baseline of all hotels’ quality standards, let alone those of a luxury hotel.
At this hotel, however, the pervasive “feel’ was not one of warmth, but rather one of “attitude”—specifically, an air of aloofness with a tinge of arrogance. And in lieu of generosity, I was surprised to find that many of the “amenities,” such as the fitness center and bottled water were available to guests only at an additional charge. I felt I’d been cheated of the pleasure, ease and comfort I was so looking forward to. In fact, I didn’t even enjoy the basic warmth and generosity that should form the basis of the experience at any hotel!
On a positive note: In a previous blog, I wrote about how Hampton Inns have been successful in making their guests feel welcomed and appreciated—from their friendly staffs, to their personal touches, to the complementary fitness rooms and hot breakfasts. These simple things can make such a difference.