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Craft a Custom Experience: Personalized Perks Make Guests Feel at Home

Monday April 21st, 2014 - 2:42PM


Reinventing the arrival experience with personalized amenities has become an emerging trend for hotels looking to retain and attract more travelers. According to a recent SmartBrief report sponsored by The Wall Street Journal, hotel perks instantly speak to various segments of travelers and make them feel like valued customers. Here are some ways hotels are helping guests feel right at home:

1. Hotel minibars have a reputation as being pricey indulgences with generic offerings. But some hotel operators are rethinking how they present in-room drinks and snacks. The former Peabody Orlando, which has been rebranded to Hyatt Regency Orlando Convention Center, stocks its minibars with items that guests request with the Feed the Fridge program. Guests can preorder packages of snacks and beverages to be stocked in the room before they arrive or anytime during their stay.

“Feed the Fridge allowed us to better manage our resources while also delivering a valuable service to our guests,” said John Askew, food and beverage director at the Peabody Orlando. “Plus, the savings of Feed the Fridge allow us to be more competitive in pricing, and ultimately sell more, because we know today’s guests aren’t interested in the premium prices of a traditional minibar.”

2. Amenities for pets, especially small- to medium-size dogs, have become popular as more guests are traveling with their furry companions. The Trump Hotel Collection’s Trump Pets program offers unique perks such as plush dog beds, dog-walking services, in-room pet dining, toys and a map with dog friendly parks. Trump SoHo New York serves pet meals on embossed placemats. 

“We collect and analyze guest preferences via our Trump Card Privileges Program and learned that an increasing number of guests prefer to travel with their dogs,” said Lisa Potts, SVP of sales and marketing, Trump Hotel Collection. “Accommodating the family pet at our properties allows guests more freedom to travel. We’ve had a tremendous response to the program and plan to build on it in the future.”

3. As opposed to having guests iron their own clothing in the guestroom, the Langham Place, Fifth Avenue in New York, the hotel will press five items upon arrival—a time saving service for business travelers.

“In the past, business travelers often came in the day before their meetings, giving them enough time to prepare,” said Francois-Olivier Luiggi, general manager of Langham Place, Fifth Avenue. “Now, very often, business travelers arrive just in time to quickly refresh and then head out to a meeting or a business dinner. We give them the option of free pressing of five items right when they check in, with the assurance that their clothes will be delivered back to them within one hour.”

The Wall Street Journal

More than two million people read The Wall Street Journal every day, including travelers staying at your properties. With surprisingly affordable options, The Wall Street Journal, available in both print and digital editions, keeps your guests up-to-date on everything from global news to sports, travel, fashion and entertainment. To request more information, click here.