One of the biggest myths in hospitality? That “delighting guests” means handing out upgrades like sweets or showing up with a bottle of bubbly every time someone frowns.
Early on, I used to think that too. The assumption was: if you want people to rave about your hotel, you’ve got to blow them away with gestures worthy of a rom-com finale.
But after hundreds of conversations with GMs, guest relations teams, and front office managers, I’ve realised something else entirely:
Delight isn’t about being grand. It’s about being seen.
Guests don’t want fireworks. They want to feel heard. That’s it.
And when that happens—when a hotel actually listens—it creates this quiet but powerful emotional response.
Some of the most memorable stories I’ve heard aren’t about room upgrades or freebies. They’re about things like:
- A housekeeper who noticed a guest’s phone charger was frayed and had a new one sent up before they asked.
- A receptionist who remembered how a couple liked their tea—without being told twice.
- A duty manager who spotted a negative comment in real time and went to the guest before it became a complaint.
Small stuff. But it sticks.
And here’s the kicker: those are the moments guests tell their friends about. That’s what earns you five-star reviews. That’s what brings them back. Not the fancy suite they didn’t pay for, but the feeling that someone, somewhere, cared enough to notice.
We’ve seen this play out first-hand with hotels using ILYAN. When staff catch and sort issues early—before they end up on TripAdvisor—it not only improves the guest’s stay, it often turns a wobbly experience into a loyal one.
Because at the end of the day, most guests aren’t expecting perfection. They just want to know you’re paying attention.
And when you do?
That’s the magic. No champagne required.
I Left You A Note 
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