Candy and Kitties: Kimpton Does Customer Service Right

October 10, 2011 By:Christopher Roney

Sometimes hotel news is awesome.  HotelChatter reports that a guest of the Hotel Monaco Portland wrote to jokingly request a “a bed full of puppies” and “a bathtub full of Reese’s Pieces” two weeks before his stay.  On top of this, he wished to be treated like a man “just acquitted of quintuple homicide charges.” Two weeks later he had completely forgotten, but arrived to discover a bowl of reese’s pieces atop his dresser and a hand-written note congratulating him for exonerating himself.  The Kimpton concierge wrote, "there weren't any spare puppies, but this kitten looked lonely and needed some love.  We've been calling him "Whiskers," and even threw in a $10 coupon for the minibar.

In my mind, this is what customer service should be. There’s so much effort put into standardizing across brands so people are comfortable and know what to expect, but it’s the unique experiences that really create a memorable trip. We would never go to a McDonald’s or a Subway for a gourmet meal and it’s just so with the hotel world. I’d rather have an experience tailored specifically to me than even the most luxurious industry standards. If a hotel’s staff is having fun, the guests will be, too.  So next time you book your stay at the Hotel Monaco Portland, or anywhere else, try cracking a few jokes, and who knows? You might just be rewarded for it.


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