What does it take to turn a good stay into a great one?
For many business travellers, the answer isn’t grand lobbies, luxurious bedsheets, or buffet breakfasts. It’s the little things—the seamless service, the small courtesies, and above all, the peace of mind that everything has been thoughtfully handled.
But what happens when even the basics fail?
Recently, I had the chance to travel for work and stayed at a well-rated hotel, part of a professional arrangement involving multiple rooms. While the setting was promising, my experience reminded me how crucial it is for hospitality providers to walk the talk—especially in an industry that thrives on trust, service, and efficiency.
Where It Started: The Missing Essentials:
After a long drive and a busy day, all I hoped for was a calm check-in and a room stocked with basic necessities. To my surprise, the room was missing even bottled drinking water. I had to request it—twice. The staff eventually complied, but not without making me feel like I was asking for a favour instead of what should be a standard amenity.
The Real Disruption: A Parking Oversight with a Cost:
At check-in, we were assured that the parking charges would be waived upon checkout. The front desk even took my card as part of the process. Trusting the system, I left the hotel the next morning without a second thought. It wasn’t until I reached a highway toll much later that I was jolted out of that trust. The barrier wouldn’t open. My card had been emptied—without notice, warning, or explanation.
A quick check revealed a significant deduction by the hotel. The situation, more than just monetary, triggered frustration, confusion, and needless delay in an already packed itinerary.
The Response: Cold Procedures Over Warmth:
I made the call, hoping for clarity and an apology. What I received were questions that felt more like interrogation than service recovery. “Did you hand in your card?” “Are you sure you checked out properly?” The implied doubt, more than the issue itself, hurt the most.
Eventually, I was asked to fill in a form and send proof for a refund process that still remains vague. At no point did I hear a simple, genuine “We’re sorry for the inconvenience.”
This Isn’t About the Money:
Yes, the RMXX.XX stung. But more painful was the lack of care, the robotic replies, the missed opportunity to show empathy. It delayed my team’s travel claims, disrupted our timeline, and left a sour note in an otherwise productive trip.
A Gentle Reminder to the Industry:
This isn’t a rant. It’s a reflection.
Hospitality is not just a job—it’s a craft. Your frontliners are your ambassadors. They are the first hello and the last goodbye. Train them not just in procedures, but in kindness. Equip them not just with answers, but with awareness. Because sometimes, a guest doesn’t need compensation. They just need to feel heard.
Let us raise the standard, one small courtesy at a time.
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