When you combine our quick-paced lives with travelers’ desire to avoid steep airline baggage fees, it’s no wonder hotels are updating the behind the scenes forget-me-nots.
The travel essentials are being revisited as chains decide what and how to provide items forgotten by guests. This week’s trend report takes a look at what those items might be as well as reviewing successful chain offerings where forget-me-nots are categorized by whether the items are loaned, given away or sold to guests.
Deciding what should be provided as a giveaway can be a taxing project. Most guests today, including the road warriors, use multiple devices and products to get up and out for the day. Although shower caps and sewing kits are still necessary to have on hand, there are countless items just as important in order to keep your guest-satisfaction levels above standard.
Taking the trend beyond the traditional necessities, Hyatt Union Square in New York City praises the popularity of its Loan & Borrow program. With a clever and appropriately named “Accessories Butler,” guests can borrow accessories that are often forgotten. Earrings, necklaces, scarves, belts and cufflinks are selected by a local stylist and refreshed monthly so the offering is seasonally appropriate.
The “Hyatt Has It” program operates via in-room request cards listing forgotten items including chargers, hair appliances, yoga mats, makeup-remover wipes and razors. Guests simply check the items they want and either contact the front desk or leave the request outside their door for a later delivery.
IHG’s extended-stay brand Candlewood Suites is home to another popular program, “The Lending Locker,” where guests can borrow trend-driven household items not typically found in rooms. Think blenders, waffle makers, George Foreman Grills, Xbox or Monopoly games for guests to borrow. Guests also can purchase the items to take home.
Kimpton Hotels is home to the popular “Forgot it? We’ve got it!” program filled with “gender-specific items.” Items to be given away or loaned include fashion tape, heating pads, flat irons, make-up mirrors, collar stays and feminine-care products. For a cost, guests can access dental floss, nightlights, deodorant and super glue, to name a few.
At Westin properties, for US$5 guests who have forgotten their running or gym gear can borrow New Balance shoes and apparel including sports bras, socks and shirts. After use, the clothes are sent through the same laundry process used on sheets and towels, the inner soles replaced and the exterior of the shoes cleaned. It’s a win-win for the property as well as New Balance.
These are prime examples of providing a well-thought-out amenity program relevant to guest needs today. The return on investment from happy guests naturally spikes satisfaction levels while also generating the buzz bloggers and other social-media enthusiasts go haywire over, which is an added bonus!
The following is a list of forget-me-nots to assist your property in establishing a refreshed offering:
Recommended for giveaway
- Baby shampoo
- Lint roller
- Makeup-remover wipes
- Nail-polish-remover wipes
- Razor and shaving cream
- Sanitary products
- Sewing kit
- Shower cap
Recommended for loan
- Curling iron
- Flat iron
- Foam pillow
- Hand weights
- Phone, computer and tablet chargers
- Contact lens solution
- Super glue
What type of “forget-me-not” products or programs have you encountered or implemented successfully?