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Hotel habit

I’ve not seen this happen in a hotel recently!

Last week, while on a work trip, I was at a Marriott and went down to the front desk to get toothpaste.

There were a couple of people ahead of me, so I waited in line. 

The first person took almost 5 minutes to get his issue resolved. 

Next, the lady in front walked up, handed over her room key to the front desk, and said, “I’m checking out.”

The front desk personnel responded with their usual courtesies and then looked at me. 

I was a little slow to respond because I hadn’t seen anyone go to the front desk and wait in line for 5 minutes just to check out. 

I haven’t “checked out” of a hotel in years. 

I’ve just left the room keys in the room and gone on my way. 

Occasionally, I’ve taken a room key home as well, but I can’t remember even once in the last decade when I waited patiently at the front desk to hand over the keys and check out. 

I politely asked the lady, “You know you can just leave instead of coming down, waiting in line, and handing over the keys to check out, right?”

To which she replied, “Ahh, yeah, but I guess I just do it out of habit.”

Takeaway

Humans are creatures of habit. When marketing to us, aim not just for our hearts but our habits as well.

Do you hand over keys at the front desk and personally check out when you are leaving a hotel? Let me know here!

A nail is driven out by another nail; habit is overcome by habit.

Erasmus

Kurian Babykutty

CEO, 40 Parables

Kurian's a steward of storytelling and a keen observer of people, which is why he geeks out on making marketing meaningful.

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