Two weeks ago Abe had been asked to attend a two-day conference in a town five hours from his home. He and Angela had decided to make it a weekend getaway for the family. When making reservations at the Simpson Hotel for the family, Abe informed the reservation agent of all their special requirements: their 11:00pm Thursday night arrival; clean, no smoking double-double with a crib in place for six-month old Jason and food service available for their eight-year old daughter; a pool and fitness centre; and the group rate for Thursday and Friday nights.

Angela pulled the baby out of the car seat while Abe wrestled with the two large suitcases and the baby s bag and Carrie unloaded her day pack. You would think a place like this would have a bell person. Abe grumbled to Angela. I know and valet parking. she answered. Go ahead and park, we ll bring the luggage inside. Angela grabbed Jason's bag with the hand which she was holding him, took one suitcase in the other hand, and pushed the last suitcase with her foot.

Once they were inside, the front office agent was leaning on the desk and using his cell phone, he then looked up and said, Oh, I'm sorry let me help you with those. There's usually a bell-person to help with luggage, but he was sick and there was no replacement for this shift. Welcome to the Simpson Hotel. Once we get your things over by the front desk, I'll get you checked in right away. The family asked for directions to thier room & the pool area. I'm very sorry ma'am the agent said, Didn't anyone tell you? The pool is closed for repairs. Although dissappointed, it was late, so the family continued to thier room. When they got to their room, they found it clean and smelling fresh. It had two double beds, but no crib. Also, in the room there was a notice on the room service menu, "food available until 10pm"

Q1: What should the hotel have done differently during the Pre-Arrival to prepare for the Nichol's stay?

Q2: Upon the guest's arrival what went wrong with the guests first impression? How important is the guest's 1st impression?

Q3: What would you to improve the guest's experience upon arrival to the desk & thier room?