132. Post-Stay Surprises

What are some mention-worthy post-stay surprise you have received from a hotel after you have returned home?

Here are some of examples:

  • The mailman arrived with a rather large package from this Bangkok hotel: packets of tom yum paste presented in a woven pouch with recipes of the signature tom yam soup. (The guest had ordered this dish on two occasions during the hotel stay.) 
  • Front office manager at a Japanese property emailed the guest to ask if she was feeling better. The guest had a high fever the day prior to checking out and had requested for a doctor.
  • Email greeting from a Thai resort, with a photo of the butlers standing in front of the villa (in which the guest had stayed), holding several hand-drawn signages with messages such as  "We miss you (guest name)", "Please come back soon", and "Have a lovely day in (country)!"
  • A handwritten thank-you card, signed by various departments.
  • A personalised email greeting on guest's birthday six months after the stay, asking about the family and young children (names used) too. 

These wonderful surprises demonstrated a strong emotional engagement by the hotel teams, which in turn lead to a very positive connection with the guests. 

Service Bank: Deposit/Plus 10 💗


Reflective thoughts: What are some ideas to elevate the departure or post-stay experience for hotel guests? For the retail industry, what can be done to make the farewell and post-visit even more superior? Add a dash of surprise!

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