Was your check in great last time you visited a hotel? No! I understand why. The reason is that the hotel sees the check in as a service and not as an experience. What do I mean with that. Well if you ain’t a business traveler you most times looks forward to your stay. Its a little break from the many grey days and maybe you will have a great dinner or see a concert as well.
So there you are, full of expectations and hope of a fun time a head. But who or what will greet you? Well I would say one of three things.
The non personal check in
At many hotel you are invited to check in either by phone or by the machine at the lobby. Thats the case with Comfort Hotel at Copenhagen Airport and Clarion SeaU in Helsingborg as example. Well, yes its a quick check in experience. But it’s totally non personal. There is no person who wish you welcome, asks if you have some special expectation or if you need some help. It’s a great way to make sure that you wan’t look forward to see the room or feel welcome. On the other hand, its cheap so maybe you value a low price more then superb experience.
The personal welcome
The next step on my check in experience ladder is the check in as a service experience. Here the check in is made by a host behind a desk. The will wish you welcome, give information about the breakfast time and if you are lucky ask if they can help you with something. This was the case of Clarion Grand in Helsingborg. On the better hotels they will probably tell you that the concierge are there to assist you at any time. This is much better then the non personal experience. But it’s still just a service and will not give you a wow feeling.
Check in as an experience
On most better hotels they have understood the importance of wow and makes the check in to an experience. A good example of this is Grand Mercure in Hanoi. At this hotel they had understood the importance of check in as an experience. It’s still made over a desk, but they offer a chair to sit in. Before they ask about your passport they make sure you get your welcome drink and if they see that you have a suit or executive room they offer check in at the lounge. Finally the front manager will welcome you and escort you to the elevator. By making you feel more special and pampered they chance the check in from a service to an experience. We feels more special and chosen. And I at least feel how my inner hedonist wakes up and says, stay here and spoil your self.