What being a guest means to us

Merriam Webster defines the word “Hospitality” as “treatment, reception, or disposition”. These are all true. Those of us that are enjoying life in the hospitality world often see people that forget these words that should ring true in our ears, minds and hearts each day. The world is a busy place and at the end of the day this is about business, right? Let me tell you a story that might make you think about that.

It started 13 years ago, February 2007 in Lakewood, Colorado. The Homewood Suites had just opened their doors to this beautiful city that is nestled between Denver and the foothills. It’s a city full of old charm, big trees and access to almost anything.

In February of 2007 a guest we shall refer to as Mr. James came through the doors to look at a room. He stated that he had been staying at a nearby hotel and likes that we had some amenities that they didn’t have. When asking the dates of his stay he let us know, indefinitely. He moved in that month and has never left. 13 years!

Now, we all know there are an abundance of hotels everywhere we go and most of the time we just look for the best price or location. These things may matter, but how we are treated matters as well, sometimes more than anything else.

The years went by and Mr. James made our Homewood Suites his home and many of the team, his family. Each morning he goes to the front desk to speak to one of our amazing front desk agents that has been with us 11 years. They talk about all kinds of stuff and have formed a friendship that shares laughter and good conversation. He has several other team members that have also shared that friendship with along the way.  

When we told Hilton about this awesome guest that we have had with us for 13 years, you can imagine their response. They shared this great story at their all-suites conference in January 2020, and then flew the Global Head of Homewood Suites out to Colorado to personally thank Mr. James, and to celebrate him with our team. Mr. James, a very humble gentleman, had a smile ear to ear. The warmth and emotion in that room showed that a guest to us is more than a guest, you are family. We will treat you like a guest in our own home and want you to know that there are differences in that hotel you pick. We are very happy he picked us.

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