How to Upset a Luxury Baby Boomer Traveler

Dear Hotel Industry,

I am a 54 year-old luxury baby boomer traveler.  When I get out of bed in the morning, I have three things that demand my immediate attention:

1. I thank God for another day of life, and the opportunity to travel and see his beautiful creation.
2. I head for the bathroom, and #1 is generally accomplished on the way.
3. After #1 and #2 are accomplished, I want a cup of coffee.

It never ceases to amaze me that a group of intelligent people will spend untold millions building a hotel in some of the most beautiful places in the world, further spending countless hours designing a world-class travel experience for their guests, and then force them to seemingly walk across the planet to get a cup of coffee in the morning.

You see, when I get out of bed in the morning, I have sleep in my eyes, my hair is a ghastly, oily looking mess.  I’m unshaven, I’m in need of a shower, and I just don’t feel like traipsing across your hotel lobby in this condition to get my morning java.

When I get out of bed in the morning, I have sleep in my eyes, my hair is a ghastly, oily looking mess.  I’m unshaven, I’m in need of a shower, and I just don’t feel like traipsing across your hotel lobby in this condition to get my morning java.

When a luxury traveler is likely spending $350+/night to experience your resort, are you not thinking of the many small ways in which you can “wow” your guests?

You do understand that experience is what the luxury traveler is looking for, right?

And just what type of experience are you creating for your guests when your force them to walk like countless zombies looking for their morning cup of coffee?

We were recently in a luxury hotel where there was no coffee available in the room.  There was complimentary coffee available in the lobby from 5:00 a.m. – 7:00 a.m..  If you miss that, then you were forced to use room service or walk a half-mile to a local coffee shop.

Trust me.  When I awoke to find no coffee in my room, realized that I hit the lobby at 7:10 a.m., and the hotel staff unsympathetically told me of the hike I was now going to have to make to find morning coffee for my bride — I was not a happy camper.

Come on hotel industry!

When a luxury traveler hits your property, they expect that your accommodations and the accompanying experience is going to exceed what they can find in their own homes.

I have a beloved Keurig Coffee System on my kitchen counter.  When I awake, it gives me a wonderful cup of coffee in less than 15 seconds.

Now, please understand,  you don’t have to provide me with a Keurig.  Although, I will be impressed if you do.

But, for heavens sake, please, at least give me a $5 Mr. Coffee brewer so that I can enjoy a cup of coffee in the morning as I enjoy the beautiful room you have prepared for me.

Is that really too much to expect?

If you are a hotel that withholds coffee pots from your guests, then you need to immediately run out and buy Raving Fans: A Revolutionary Approach To Customer Service

OK.  My rant is finished.