Last summer, my family and I stayed in several different hotels. While travelling for a wedding, we had the good fortune to stay in a hotel that was open less than a month. It was a luxury hotel with impeccable service and was an amazing experience that we only booked due to “pre-grand opening” pricing. The ninety year old hotel that we stayed at the next night, which had a tough act to follow, is what this story is about.
We arrived at the older hotel on a rather depressing day of wind driven heavy rains. Our first impression was of a nice looking, tall, narrow portico that wasn’t large enough to fully protect us from the elements as we came to a stop. However, as I placed the car in park, two young men were already positioned with large umbrellas to usher us into the lobby unscathed by the weather. The lobby was a celebration of the hotel’s history, with beautiful hardwood floors, antiques and oriental rugs. The focal point of the room was a large beautiful welcoming dog, quietly sitting on his bed and wagging his tail. On a small blackboard next the dog, written in chalk it said the dog’s name and “I love to be pet.”
One of our “umbrella escorts” continued pleasantly chatting with us as we walked into the hotel. Intertwined with an introduction to the dog, and introductions to another family petting the dog, was some information about the hotel as well as a genuine interest in us and our trip. The other escort went straight to the front desk and then returned outside to get our luggage. When we approached the desk to check in, the clerk greeted us by name (which umbrella escort number 2 had casually informed her of while we were being entertained by our main escort and the dog). The room key was ready, and we were politely shown where the elevator was and given instructions on how to get to our room.
After looking around a little, we found ourselves alone in a rather old elevator, talking about what a nice hotel it was, the personable staff, and how we felt comfortable and welcome. It isn’t easy to pull off antique and quaint without it feeling old and stuffy. Nor, is it easy to make children feel welcome in a place that conjures up thoughts of museums and libraries when you step though the door. So far, I am impressed.
When the elevator opened up on our floor, the reality of the hotel’s age was striking with the narrow hallways and I started to become a little anxious about our room. As we approached our room, our main escort appeared from an unseen freight elevator with our luggage in tow. My wife and I looked around the room, while our escort was chatting with our nine year old about our trip and a really neat old candy store in the area. The room was much like the lobby with hardwood floors, nice rugs, and antique furnishings. It was larger than expected with a nice sitting area. I thought the room was a nice surprise and was taking a look at the large bathroom with a Victorian claws foot tub and stylish mosaic tile when our nine year old spoke up.
He addressed our escort by name and then said, “this is a nice room, but I don’t want to stay here.” As we attempted to apologize, the escort did not hesitate. Kneeling back down to my son’s level, he asked what he liked most about the best hotels he stayed at. Being a nine year old, he said fluffy covers, flat screen TV’s and mini-fridges.
I have never asked for a different hotel room, but the escort wouldn’t hear of our protestations at moving. He strongly suggested we look at another room before deciding. He asked if we would prefer a room with modern furniture over a room furnished with antiques, and we admitted that we would. He also asked whether the view or floor were important to us. Our escort then told us to relax, not unpack anything, and he would be back in a few minutes with a key for a room where we would all be happy. I expected him to go all the way down to the front desk and be gone for a while. However, he was gone less than two minutes. He just went down the hall to talk to the staff privately. He escorted us to a different wing of the hotel that was recently renovated, where we passed the other umbrella escort in the hall. He greeted us, discreetly handed our main escort a key, and left without breaking stride. We were treated to a different suite with a flat screen TV and a kitchenette complete with a kitchen table in place of the quiet seating area. He apologized profusely that he and the staff did not find the right room for us the first time. It seems my interest in an antique desk in the lobby was interpreted to mean I would enjoy staying in a historically decorated room.
In some respects, “service” is more straightforward at a newer property. Guest expectations are predictable and first impressions get things off to a good start. At the most basic level everything is shiny, new, and spotless. There are less maintenance issues to be concerned about and it is easier to maintain a positive environment than to build one from scratch or from a deficit. The property design itself is more modern and typically has features and touches that are not present in older properties. The location is even likely to be more conveniently located to newer restaurants, shopping and high growth corridors at a newer property adding appeal to the overall experience.
Here was a staff that went out of their way to help us, make us feel comfortable, and at home. The staff warmly greeted us by name throughout our visit (including the maid that serviced our room and the phone operator). “This is Cindy, how can I help the Francis family” is a little more personal than answering the phone “operator”. They even asked if we needed recommendations for dinner in a way that made you know they wanted to help. They were genuinely helpful (not just going through the motions of sucking up in hopes of a tip). There was no rotating fabricated touch points where a valet and two different porters are involved (all expecting tips) as you check in or out. Interruptions where answering the phone take precedence over the guest standing in front of the staff just did not exist like they do at so many hotels.
When we checked out, a map and directions to our next destination were slipped under our door with the bill. We didn’t ask for the directions. When we first arrived, our umbrella escort listened, knew where we were headed, and that we had not been there before. We enjoyed our stay and continue to stay with that hotel chain whenever we can. We also have encouraged countless others to stay there. Not everyone executes as well as the oldest hotel in the chain, but we have never been disappointed.
