Tag Archives: customer service

I fell in love (with a hotel)

How hotels can make guests want to return over and over again.

  • When a guest checks in and implies that they’re having a bad day, upgrade their room.
  • Be popular with celebrities so other guests get a star sighting or two during their stay. But greet every guest – celebrity and civilian – with the same warmth and professionalism.
  • Don’t charge for wireless.
  • Offer good hair dryers.
  • Have a cute little cafe on a terrace near a sun-splashed pool.
  • …and a gym with a pool view offering beverages, headphones and working equipment.
  • When you hear that a guest [politely] logged a noise complaint in the middle of the night, comp the $45 room service breakfast when she checks out even though she didn’t bring it up. Tell her you picked the suite you gave her for its quiet and that you’re sorry for what happened.

The Four Seasons hotel in Beverly Hills did all of things and more. A front desk employee named Kris bowled me over with his kindness. Thanks, Kris!

After the awful experience I had at my original LA hotel this trip, the Four Seasons made my trip end on a happy note–all for only $30 per night more than the Ant Hotel.*

Enjoy a few pics I took during my too brief stay at the gorgeous Four Seasons.

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*I get a corporate rate through my company. 

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Do you Uber?

I was late to the Uber party.

“I’m a New Yorker. A yellow cab is all I need!” I proclaimed loudly and often.

Except sometimes cabs are in short supply. Kind of often actually. There are a lot more people in NYC now than when I lived here the first time. With that in mind, I downloaded¬†the Uber app so that the next time I couldn’t find a cab, I’d be prepared.

Sure enough, the time came to try Uber: I landed at JFK late on a recent Friday night after a long flight home from San Francisco. Sick with bronchitis, I couldn’t face a cab line. Continue reading