I’ve posted a few photos of my recent trip to Pittsburgh. One of the things that made my trip so enjoyable was my stay at the Doubletree Hotel. I’ve never been a guest at a Doubletree, and so many things went right that I had to write about what a great experience I had.
- Upon my arrival, I received a fresh, warm, chocolate chip cookie. Delicious! On its Web site, the Doubletree states that the cookie is one way it differentiates itself from its competition.
- My room had all the amenities you wish every hotel room had: a digital thermostat that actually responded when adjusting the heat. Incredibly comfortable bedding. Reliable high-speed and relatively inexpensive internet access. Brand name toiltrees. And a perfect alarm clock. I read in a recent survey that of all the things guests wish for in a guest room is an alarm clock that’s easy to set and pre-programmed with the local radio stations. The Doubletree hit the nail on the head with this one.
- My first day in the hotel’s restaurant, I had a light breakfast of oatmeal and orange juice. When I returned the next day, my server recognized me from the previous morning and asked me if I wanted the same thing I had yesterday: oatmeal with brown sugar and bananas on the side, and a glass of orange juice. Great memory. He got a big tip.
- A few days after my return home, I received a survey about my stay. The most humorous part of the survey was that one entire survey page was dedicated to the temperature of the cookie: “Was your cookie warm?” And just today, I received a personal e-mail from the hotel’s guest services manager thanking me for completing the survey. Obviously, the Doubletree has this part down pat.
The Doubletree has proved that customer service is, indeed, not dead. If only all hotels could follow their lead.
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