It’s long been known that service industries are fertile ground for showcasing excellence in customer experience. As people travel more, hospitality is the sector where diversification is perhaps at its peak.
I’m not talking about category diversification, but rather the distinctions within the same category, where hotels differ significantly – not just from country to country, but even within the same country.
I recently witnessed such an experience; one I truly wish would become the new standard.
No, this isn’t an ad; this is just a post from a delighted customer who just happens to be a CX professional…
🤩 From the Get-Go, Everything Clicked
The whole experience was seamless from the start: check-in was exactly when promised during the reservation, and the reception thoroughly explained everything (restaurant, wellness, extra services).
In the room, we found a lunch box and two sport water bottles, which we could keep afterwards, accompanied by a letter inviting us to fill the lunch box with whatever we wanted from the breakfast buffet for later, and to refill the bottles with a drink of our choice (juice, sparkling water, etc.). Talk about proactive service!
The beds? Best I’ve ever seen – excellent mattresses and two different-sized pillows. Plus, no carpet (that eternal dust-magnet smell), just sparkling clean floors.
Since it wasn’t ski season yet, we hit the spa. The sauna area was loaded with healthy snacks, water, tea, and more. They had various saunas for every taste – from Finnish to infrared. The clean towel cabinet? Fully stocked; take as many as you need, no asking or begging necessary.
🍽️ Dinner & Delightful Details
Dinner was a standout. The waitress politely introduced herself, explained the ordering process, and told us we’d circle our preferred menu for the next day on a paper slip each evening (three options: meat, fish, or vegetarian).
Passing by the kitchen, I overheard a chef praising a junior cook for doing an excellent job, followed by the apprentice’s genuinely enthusiastic hug. Not a sight you often see in a bustling hotel kitchen during a busy dinner service!
On the second day, the owner came to our table, introduced herself, and asked how our stay was. When we praised the staff, the magic happened: She didn’t say what 90% of people would – that they invested in the staff, that they have good management, etc. She simply said: “Thank you, we are very happy with our staff!” Unbelievable! The owner didn’t steal the credit for the fantastic service!
💫 The Perfect Exit
Finally, even though check-out was at 11 AM due to the crowd, we were invited to stay in the wellness area as long as we liked after checking out. We also got a new letter at breakfast inviting us to rate the service.
Needless to say, we gave them a 5/5. We left absolutely stunned!
Oh, and by the way, it’s a 4-star hotel.
A huge salute to world-class customer experience!
View from the window:
