The Importance of Making the Guest’s Last Impression a Positive One

woman with luggage checking in to hotel

Industry observers often comment on the importance of a hotel’s curb appeal, meaning that guests’ first impression when approaching the property can help determine their overall satisfaction. In other words, it sets the tone for what is to come.

Less commented upon but equally important is the guests’ last impression, at check out and departure. This impression easily can become the basis of the memory travelers take with them, not only of the hotel’s physical plant, but of the service they experienced.

I was reminded of this recently when reviewing TripAdvisor guest comments about one of M&R Hotel Management’s hotels, the Holiday Inn New York City – Times Square.

“The hotel kindly kept our luggage in a locked room for us on our last day as our flight wasn’t until 10 p.m. The service was free of charge, where other hotels charge,” the guest said, adding that the front desk staff “offered to arrange airport transfers for us.”

The hotel staff’s courtesies enabled these guests to enjoy another day of sightseeing or shopping in New York, knowing their luggage was secure. The experience was memorable enough for them to mention in the TripAdvisor review.

We like to think that when those travelers next plan a trip to New York, their positive impression upon leaving the hotel will be part of their decision to book our hotel again. Not only will we see those guests again, but they likely will recommend us to their friends and family members.

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