True Hospitality: What Makes the Best Stand Out

By: Chris Guimbellot, CEO & President, hihotels

Chris Guimbellot, CEO & President, hihotels

At hihotels, we believe the best hotels aren’t defined by luxury amenities – they’re distinguished by their genuine care for guests. This fundamental truth was reinforced during my recent travels in India that showcased how simple, thoughtful gestures elevate a good hotel experience into an outstanding one.

Take Fort Bawara, where the art of welcome has been perfected. Upon arrival, guests are warmly greeted by staff members outside and escorted inside to meet more of the team. While they didn’t use a formal system, their Guest Experience Manager (GEM) was available through WhatsApp for anything guests needed. Though we may not have dedicated GEMs, our properties can easily adopt a similar approach by enabling direct, convenient communication with hotel staff via WhatsApp. As a widely used platform, WhatsApp offers a simple yet effective way to enhance guest service and elevate the overall experience. 

Consider the early morning coffee seeker in the lobby. At multiple hotels across India, I experienced how the best properties understand that when a guest ventures down before sunrise, that first cup of coffee isn’t just a beverage, it’s a moment of comfort. While not all our properties have in-room coffee makers, a fresh pot of coffee in the lobby and a warm greeting can start a guest’s day perfectly.

What truly sets the best properties apart is their approach to guest interaction. In every hotel I visited, staff members—from managers to housekeepers—consistently asked about my stay, showing genuine interest in the response. This proactive approach to guest satisfaction doesn’t just create better experiences, it helps prevent issues before they become negative reviews.

These observations helped form the foundation of our new Best of the Best program. This program recognizes properties that don’t just meet standards – they exceed them through fundamental aspects of hospitality: genuine care, thoughtful touches, and consistent attention to guest satisfaction.

Excellence in hospitality doesn’t require grand gestures or expensive additions. The best properties understand it’s found in the simple question “How is your stay?” asked with genuine interest. It’s present in the fresh coffee offered before dawn. It’s reflected in the immediate response to a guest’s message. These moments of connection cost little but mean everything to our guests. As we continue to grow and evolve, these principles of authentic hospitality will remain at the heart of hihotels’ mission to be the best choice for travelers seeking genuine care and attention. After all, the most memorable stays aren’t about luxury – they’re about making every guest feel truly valued.

Click the Download button below for an easy guide on using WhatsApp to benefit your property.