Hampton Inn earns some points

I spent part of last week in Atlanta on business and stayed at the Hampton Inn & Suites Galleria. While the hotel was comfortable, my comments have more to do with customer communication than comfort.

Hampton is part of the Hilton family and guests who are HHonors members, gain points for their stay. I've been a HHonors member for several years, but I've never connected like I did with this Hampton.

About a week after I made my reservation, I received an email thanking me for choosing Hampton Galleria, and providing links to modify my reservation (if needed), directions to the hotel and a little information about the property. Nice touch.

On Tuesday, three days after I checked out, I received a postcard from the General Manager of the property thanking me again for choosing Hampton Galleria, asking for my feedback on the stay and asking me to visit again. Exceptional.

Kudos to the General Manager of this property who took advantage of the tools available to improve her customer relationships. She undoubtedly realizes that the customer loyalty belongs more to a specific property and its service, than to a chain's brand name.

Technorati Tags: Customer Promise