Last summer a friend of my wife's was visiting from Japan. She spent a few days in Vegas, staying at the Bellagio hotel. Then she came to spend a week with us in Los Angeles. We went to eat one night, and she noticed she didn't have her sweater. "Oh, no, I left it at the hotel in Vegas" she said (in Japanese). From the parking lot at the restaurant, I called the hotel, gave my friend's name, room number, and dates of stay, and asked about the sweater, not hoping much. They had it. I asked if they could ship it to LA. They said yes, that it would take 3 days. My wife's friend was leaving for Japan in 3 days. I asked if they could ship to Japan instead, and that I would pay for the cost. They replied: "We'll ship it to Japan. There's no charge."
And most likely you all have a very positive impression of the hotel now, which will most likely come to mind the next time you need to plan a visit, or possibly even if you have a random conversation about Vegas, in which you have a chance to impress someone else. Here, you've recalled it from just a good customer service discussion.
Considering a Casino can make many times the cost of the room on a visit depending on the customer, this is very, very good business.
Hotels seem to be the last remaining bastion of the true service industry. You can ask most of them very nearly anything and they will get it done, possibly for a price.
Comments
Last summer a friend of my wife's was visiting from Japan. She spent a few days in Vegas, staying at the Bellagio hotel. Then she came to spend a week with us in Los Angeles. We went to eat one night, and she noticed she didn't have her sweater. "Oh, no, I left it at the hotel in Vegas" she said (in Japanese). From the parking lot at the restaurant, I called the hotel, gave my friend's name, room number, and dates of stay, and asked about the sweater, not hoping much. They had it. I asked if they could ship it to LA. They said yes, that it would take 3 days. My wife's friend was leaving for Japan in 3 days. I asked if they could ship to Japan instead, and that I would pay for the cost. They replied: "We'll ship it to Japan. There's no charge."
We were all very, very impressed. That's service!
And most likely you all have a very positive impression of the hotel now, which will most likely come to mind the next time you need to plan a visit, or possibly even if you have a random conversation about Vegas, in which you have a chance to impress someone else. Here, you've recalled it from just a good customer service discussion.
Considering a Casino can make many times the cost of the room on a visit depending on the customer, this is very, very good business.
Indeed!
Hotels seem to be the last remaining bastion of the true service industry. You can ask most of them very nearly anything and they will get it done, possibly for a price.
What hotel was it?
"She spent a few days in Vegas, staying at the Bellagio hotel"