There has been a lot of talk about loyalty lately with changes that have been made to various programs. Some people take the issue of corporate loyalty from businesses a bit personally which can be quite interesting – interesting for a reason that will wait until another post!
One Great Part of Hotel Loyalty
But, there are times that loyalty programs really come through and provide exceptional value for the customer. Some of those times, it actually does not have anything to do with the corporation and the loyalty program at all!
This is what has happened with me. Though I matched to Hilton Diamond last year (and booked some nights with them because of it), I am primarily loyal to Hyatt. If there is a Hyatt where I am going, I have a very hard time not staying at it. I like the perks of my Hyatt Diamond status – like the free breakfast and nice room upgrades.
Individual Hotel Loyalty
Recently, I was checking in to the Hyatt that I frequent the most. It probably makes up half of my elite qualifying stays in a year. As a result, I have had the privilege of meeting many of the staff and getting to know some of them. I guess you could say that I am pretty loyal to this particular hotel.
Well, as usual, the front desk staff addressed me by name when I walked in and as I was checking in, the hotel manager came out to meet me. He said he had heard that I had just come in and he wanted to make sure he finally met me and gave me his card if there was anything he could do.
Moving From Business Relationship To A Friendly Relationship
The restaurant staff always loves interacting with my children and always ask after them if they are not with me at the time (they even went above and beyond for my daughter’s birthday). The front desk staff know my preferences and always do their best to make sure they can do whatever they can.
In fact, as a result of my loyalty to the hotel, they have showed such loyalty to me as a customer that our relationships have moved beyond the simple customer/company relationship and I always enjoy each interaction with every member of the staff.
Sure, there is something that can be said for the times that loyalty programs fail the customer. But, the hotel loyalty that I have received at this particular property makes visiting that hotel a joy and makes me feel thankful that I have been able to stay there as often as I have. Individual hotel loyalty is not dead even if there are changes on a corporate level that might make customers unhappy!
Do you have a good loyalty relationship with any particular hotel?