From all the traveling I have done over the years, I have learned that at a hotel, like elsewhere in life, the details make or break the experience. The poolman that remembers your name year after year, the hotel staff that remembers what kind of pillows you like, the welcome you receive when you first arrive.
One of the best things about owning the inn is the chance to put this experience into practice. And I’m lucky to work with a manager and staff that have the same orientation and commitment. We try to note guest preferences such as the guest that likes a backboard on his side of the bed, or the guest that needs scent-free amenities, so that whenever the guest visits, they feel at home.
One of the greatest compliments a guest can pay to our staff is to tell us that as soon as they cross the threshold, they can relax because they know the details have been taken care of.