Beyond The Lobby – Edition 7

^{BIG IDEA FOR THE WEEK}
The Moments That Guests Remember (And The Ones They Forget)

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Imagine this: A guest stays at your hotel for three nights. Everything goes smoothly. No issues, no drama. But when they think back on their stay, they don’t remember the entire experience – they remember one or two moments that stood out.

Maybe it was the front office staff who made check-in effortless and seemed happy to see them.

Or maybe – it was that time they had to call twice to chase the room dining order.

Whatever stuck, that’s their experience now.

This is availability heuristics at work. People don’t judge things by the full picture. They judge based on what’s easiest to recall – the highlight, the surprise, the frustration.

One hotel manager, learned this the hard way. A regular guest who always left good reviews suddenly stopped coming back. When asked why, they didn’t mention slow WiFi, bad breakfast, or the outdated gym.

It was one thing – a dismissive response when they requested a late checkout.

That’s when it clicked. Consistency is great, but the wrong moment can erase all of it.

So what’s the lesson here?

→ Instead of trying to make everything perfect –
→ Focus on what guests are most likely to remember.

Here are 3 ideas to make a good experience stick:

• Create a highlight. Guests don’t remember “smooth check-ins.” They remember when someone used their name, made them laugh, or handed them a surprise upgrade. One small, personal touch goes a long way.
  

• Don’t let a bad moment define the stay. A long wait at the breakfast can seem bad. But you know what’s worse? The feeling that no one acknowledged it and the coffee they requested never really arrived at the table. Train your team to spot those make-or-break moments and own them – no matter how busy the floor may be.
  

• Fix things fast. Guests don’t expect perfection, but they do expect a good recovery. A quick, non-scripted, human-sounding apology and a proactive fix can minimize the damaging effects. A good thoughtful fix can even flip the situation and make the experience a good one. But if they have to chase a resolution, you’ve already lost.

Guests don’t remember everything. They remember what stands out. Make sure that’s something worth coming back for.

Through the lens of hospitality: In the chaos of daily operations, it’s easy to see guest requests as interruptions. But the reality is, that those “interruptions” are the job. The best hotels don’t just tolerate guest interactions – they embrace them as opportunities to build loyalty, solve problems, and create moments worth remembering.

^{OPERATIONAL INSIGHT}
The 10-Foot Rule That Changes Everything

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Ever walked into a store and felt completely ignored? You look around, ready to buy, but no one even acknowledges you. So you leave.

Hotels aren’t much different. A guest walking through the lobby, looking a little lost, or waiting at the elevator with a half-confused expression, is a moment of opportunity – or failure.

Here’s a simple rule: If a guest is within 10 feet of you, acknowledge them.

Not in a robotic “Welcome to our hotel” way. Just a small, real moment of hospitality. A nod, a smile, a quick “Everything good?” can turn an impersonal stay into something that feels human.

If they need help, offer it – before they have to ask. If they don’t, they’ll still remember the feeling of being seen.

The hotels guests love – always focus on getting the small things right.

^{CRISIS PLAYBOOK}
When A Guest Claims They Were Overcharged

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Nothing frustrates a guest faster than a bill that doesn’t add up. Whether it’s a mistaken charge, a misunderstood fee, or just sticker shock at checkout, billing disputes can turn a smooth stay into a sour ending.

Here’s how to handle it before it spirals.

1. Stay Neutral. Guests don’t want to hear, “That’s just our policy.” They want to feel heard. Instead of getting defensive, acknowledge the concern: “Let’s take a look together and figure this out.”

2. Break It Down. Most disputes come from unclear charges – parking fees, minibar items, taxes. Instead of handing over a receipt full of fine print, go line by line and explain each item. Guests are less upset when they understand where their money went.

3. Fix It Fast. If there’s an actual mistake, own it and process the refund on the spot. If the charge is correct but the guest still isn’t happy, consider a small goodwill gesture – waiving a minor fee is often worth more than a bad review.

4. Follow Up. If the issue takes longer to resolve, don’t leave the guest wondering. A quick call or email later that day – “Just wanted to confirm we’ve sorted this out for you” – can turn frustration into relief.

No one likes surprise charges. But handled well, a billing dispute isn’t just a problem. It’s an opportunity to show guests you value their trust.

^{WHAT I FOUND INTERESTING}
The Hotel That Melts Away Every Year

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Most hotels are built to last. This one disappears every spring.

The Icehotel in Jukkasjärvi, Sweden is made entirely of ice – walls, beds, even the bar glasses. Every year, artists carve it out of the frozen Torne River, and every year, when the weather warms, it melts right back into the water. Nothing stays. Nothing repeats. It’s a hotel with an expiration date.

That’s what makes it genius. The Icehotel isn’t just a place to stay – it’s an experience. Guests aren’t booking a room; they’re booking a fleeting moment, something they can never quite have again.

Not every hotel can be made of ice, but every hotel can create something guests feel lucky to experience. Maybe it’s a one-night-only dish at the restaurant. Maybe it’s a pop-up event. Maybe it’s something small and unexpected that feels special because it won’t be there forever.

Hospitality isn’t about being permanent. It’s about being memorable. The Icehotel just happens to take that literally.

^{SHOWER THOUGHT}
💡 Why is it called a building when it's already built?

^{SPONSORED BY HAVEN}
Your Team Puts In The Work.
Make It Count – With Haven.

↓↓↓

1. Catch service delays before guests complain.
2. Upsell without being pushy.
3. Fix guest issues before they checkout.

Curious to learn how Haven can help you improve your guest experience?