It is always fun to be on the other side of the hospitality equation. We recently had an opportunity to sample ten different properties during a 20 day road trip throughout the Eastern and Southeastern US. By design, we stayed at a mix of five star properties and smaller boutique inns.
My favorite part of planning a trip is agonizing over the lodging, and then driving up to the property and seeing where your hours of research landed - either a fantastic find or a big miss. Sometimes the most gorgeous luxury properties are the most disappointing once you walk through the door and are greeted by a pretentious staff member. Sometimes the properties with less impressive curb appeal have the most helpful front desk staff that you can overlook a few little snags in the carpet, literally.
These are the top takeaways from our travels:
1. Hospitality matters. From the front desk to the housekeeping staff to the manager, everyone matters and when someone is unhappy with their job, it is apparent. A smile and friendly greeting go a long way toward making a guest comfortable and valued.
2. Basics are important. A clean room, a modern bathroom, a comfortable bed and nice linens are the bedrock of any positive overnight stay. Top notch amenities are nice touch, but if you do not have the basics down, it does not make the difference.
3. Knowledgeable staff is key. Asking for directions, wanting to know the best place for tacos, looking for a local flea market- the staff should know these things and not shrug their shoulders and say they are new to the area. Inexcusable!
4. Breakfast is a wildcard. A lot of properties are now serving complementary breakfast, and in my opinion, many should not. I would rather pay extra for a delicious homemade breakfast than settle for some boxed eggs and stale bagels. Also, I am a sucker for a full on, no holds barred, first class breakfast buffet- think silver chafing dishes and an omelet station.
5. Tipping should not be expected. This may be an unpopular opinion, but tipping is out of hand. Hopefully the staff is paid a living wage and is not reliant on tips for income. When on vacation, I do not want to constantly have to worry about carrying cash to hand out in case someone helps me lift a suitcase or brings me an extra coffee pod or calls me a shuttle.
6. Ask questions before you arrive. If you want a quiet room, ask for it. If you want a room that has a fan, ask for it. If you want twenty pillows on your bed, ask for it. Once these requests are in your reservation, the front desk can adequately plan for your visit and has time to accommodate your requests. Also, it is a good idea to follow up on requests a couple days before your arrival to ensure a smooth check in.
We love sampling different properties: It gives us a chance to come back to the Inn and recognize what we get right and what we could improve upon. It also gave us a chance to appreciate and recognize our amazing staff, who always put on a smile each day and provide our guests with top notch service!