Exceeding Expectations: It's Not Just About the Free Coffee

Exceptional hospitality should be simple. It's not about fancy gimmicks or hidden fees. At Issa Suites, we believe in exceeding expectations, from complimentary snacks to the warmest welcome.

But recently, a late-night guest request challenged my approach. 

It was 2AM. I'd just finished a few episodes of Modern Family - the perfect way to unwind after a long day of hosting. My phone buzzed with a message from my guest. He'd arrived safely and loved the place. Relief washed over me. Everything seemed to be going smoothly. Time for bed, right?

Not quite. Another message popped up, and a pang of anxiety hit. He was looking for the nearest convenience store. I hadn't anticipated this, despite having prepared a welcome basket with snacks.

My heart sank a bit. While my listing is in the city, it's not a 24/7 hub like Makati. The closest 7-11 was a 10-minute walk away, and parts of the route were poorly lit.

I hesitantly sent him the Google Maps link, assuring him I walked that path often at night without any problems. But he was understandably concerned about safety. If it weren't for my sleeping child, I would've offered to walk with him. But hosts need boundaries, too.

I suggested ordering through Grab, but he preferred to walk and grab a quick noodle cup. Delivery would also take some time.

That's when it hit me: an honesty store would have been perfect! I'd seen them at other Superhosts' places – little boxes stocked with essentials for late-night cravings or forgotten items.

Why hadn't I thought of this before?

While I couldn't fix it for this guest, I resolved to implement an honesty store for future arrivals. It's a win-win: guests get what they need, and hosts avoid late-night interruptions.

Here's my plan:

• Stock up on basics: Noodle cups, instant noodles, popcorn, oats, biscuits, chips, water (if not already provided).
• Snap a photo: Capture the honesty store's contents to track inventory.
• Clear pricing: Leave a note with item prices.
• Bonus: Consider donating profits to a cause, like feeding stray cats (inspired by a recent stay!).
• Easy payments: Provide Gcash or bank QR codes.

My guest eventually made it to the store and back safely. I checked in on him, and perhaps my attentiveness, combined with the little touches I already offered, contributed to the 5-star review. 

This experience reinforced a valuable lesson:

Sometimes, the best hospitality isn't about what you give away for free, but about finding simple solutions to unexpected needs.

The formula for exceptional hospitality is straightforward: anticipate needs, offer thoughtful solutions, and consistently go the extra mile. 

An honesty store might seem like a small addition, but its impact on guest experience can be significant. It's proof that true hospitality isn't about grand gestures, but about consistently providing what your guests need, even in the quiet hours of the night. 

Now, I'm curious: what simple solutions have you discovered in your own hosting journey? How have you gone the extra mile to create a memorable experience for your guests?

You might want to read: My First Week as an Airbnb Host: Learning the Ropes