People visit hotels for various reasons. For leisure travelers, it’s typical to go away for a particular event, such as a birthday, anniversary, or honeymoon. Numerous guests inform hotels about these significant occasions ahead of time, hoping to receive an additional perk.
However, it appears that such efforts often lead to disappointment as frequently as they bring joy, raising an intriguing question — what should hotels genuinely provide for guests, and what are reasonable expectations?
In this article:
Setting expectations for hotel guest special events
I recently spoke with the general manager of a luxury hotel (which will remain unnamed), and the subject of special events while staying in hotels was discussed. He shared with me in a straightforward manner that at his establishment, the average length of stay is two nights, and about one-third of visitors notify the hotel of a special occasion.
Reading between the lines, I gathered a few insights:
– It’s challenging for hotels to manage expectations, as guests anticipate some form of special treatment when celebrating something, but with so many guests being “special,” fulfilling those expectations becomes more complex.
– There has been a noticeable rise in guests proclaiming they are celebrating an anniversary without any real proof; after all, there are countless social media posts advising individuals that a “hack” to receive something complimentary at a hotel is to simply claim it’s a special occasion (some hotels have even begun requesting validation for special occasions).
This scenario prompts the question of what hotels are truly expected to provide when a guest is marking a special occasion. I believe the response should depend on the hotel’s size, pricing, and the significance of the event. Nonetheless, this still raises numerous inquiries:
– Is acknowledging a special occasion merely about having staff wish the guest a happy [occasion] upon check-in or on a note, or is it something more?
– Or is there a belief that a special occasion merits an item of tangible value, whether it’s a cake, a bottle of champagne, or similar gifts?
– Is it unreasonable for a hotel to simply congratulate you on your occasion and then provide a list of paid enhancements you might include in your rate, such as a cake, a bottle of champagne, or flowers?
– How significant is the occasion? Should a 50th wedding anniversary receive different treatment than a trip shortly after three years of meeting your partner?
What should hotels present to guests for special occasions?
As an introvert, my viewpoint might be skewed here.
I’m quite introverted, so I personally dislike having my special occasions acknowledged. If I want to celebrate something, I see it as my responsibility, and I don’t anticipate anyone else becoming involved. Honestly, if we go out to eat for my birthday, I plead with Ford not to inform the restaurant about the date. If they sing or do something similar, I just want to vanish into my seat. I admit I’m a bit odd.
However, my perspective shifts significantly when considering my role as a parent. Last year, we took our older son, Miles, to the St. Regis Kanai Resort for his third birthday, and they made his day exceptionally special. They truly exceeded expectations, and I was extremely appreciative of that, as it clearly means a lot to a young child (it was his first birthday where he genuinely realized it was his moment).
That said, I had no expectations for them to do this; I would have willingly paid for whatever they arranged, and since there was no charge, I tipped generously for their efforts.
As a parent, I am immensely thankful for the birthday efforts from hotels!
Yet, it raises the question of the appropriate way for hotels to navigate these situations. Should they provide any extras “complimentary” for special occasions? Should there be something basic offered for free, alongside a selection of paid upgrades for those wanting to go the extra mile? Is the assumption that they should always go above and beyond?
I mention this because I frequently see grievances online regarding a lackluster hotel experience, with individuals stating “they didn’t even do anything for our special occasion,” and I often ponder what the realistic expectation should be. I don’t believe there is a universally correct answer, and I’m merely curious to learn about others’ perspectives.
In conclusion
Hotels appear to be encountering a growing number of guests commemorating special occasions, or more specifically, an increasing number of guests asserting that they are celebrating something. While there is nothing inherently wrong with this, it presents a challenge for hotels, as individuals bring expectations connected to these claims.
I would be interested in hearing what people think about what hotels realistically should do in these situations.