Here’s why small business owners of Hotels, Resorts and Bed And Breakfasts can out maneuver and crush big chains or franchise hotels…and why any local business can beat the “big guys” with service and personalization.

I am a Hilton Honors VIP Member, spending many nights in their hotels, multiple meetings and seminars held in their conference rooms.  Last year my personal spending and seminar attendee spending probably worth $250,000.00 or more at  Hilton Hotels.  Not their best customer probably but a damn solid and loyal one.

We just completed a 5 day stay at the Hilton San Diego Beach Resort where we celebrated my birthday.  It was a very interesting stay to say the least.

After checking in we were told that the room was just getting finished with bedding and needed a final room check.   We left our baggage with the bell hop and he was to deliver the luggage to our room while we went to eat lunch.  We walked to the dining area and ate lunch on the patio and killed about and hour.  After lunch made our way to our room.  Upon opening the door we discovered no luggage yet.  So the circus began.  I made the first call to the hotel operator which I was promptly added to the telephone tree and sent to the bell hop’s voice mail.  Made a second call and after about 10 minutes on hold finally was connected to the bell man.  The bellman was unaware of our luggage that was left in the lobby on a cart.  After a few minute conversation to explain what our bags looked like he was able to track them down. We waited and waited and waited for the luggage and finally about 20 minutes later it was finally delivered to our room.

I’m certain he’s probably complaining that his tips are down as a result of the economy…but maybe it’s because of the terrible service?  I’m a bit of a perfectionist so this type of service drives me nuts yet I still tipped the guy.  My error!

The next snafu was repeated night after night after night.

To Be Continued….