Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

A Tale of Two Hotels

I’m hosting an event in September and really wanted to give my business to the hotel where I hosted my last meeting. However, their policies and rigidness prevented me from doing so. On the other side of that coin is the hotel where I will be now hosting my event. The two experiences couldn’t be more different, yet these two hotels are located only a few miles from one another.

I reached out to the Hotel Indigo in Newton, Mass to book an executive breakfast that began at 7:30 AM and ended promptly at 9:00 AM. I chose this hotel because they had done such a fabulous job the last time I hosted a similar event. This time the experience was completely different. I was told that because I was not guaranteeing rooms, I could not secure my meeting room arrangements until four weeks prior to the event. I don’t know many people who could pull off a business event in less than four weeks time. I asked for a slight exception…the ability to book six weeks in advance…and I was told in four different ways, “No.”

Trying to get the hotel policy slightly modified was like trying to work with city hall. I  decided to take my business down the highway to the Newton Marriott.

My dealings with Sheila Townes, Catering Manager of the Newton Marriott, have been nothing but pleasant. I mentioned that I wanted to do something a bit more special than your typical continental breakfast. “No problem. Let me talk to the chef.” I asked if I could place a temporary hold on one of the meeting rooms. “No problem.” September is a particularly busy time of the year for business meetings in the Boston area and Sheila is taking care of me like I’m her only client.

A hotel is nothing more than a building with beds and some meeting rooms. It’s the service that is the differentiating factor. I hope the folks at the Hotel Indigo in Newton wake up one day and smell the coffee. Then again, thanks to them, I may have just found my new go to hotel!

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  1. Posted July 25, 2014 at 7:26 am | Permalink

    I wonder if your hotel story can be taken as a synomym for all business services. When we do project management or consulting we more or less do similar things. The differenciators lie in HOW we do it. Are we really willing to support our customer’s needs or just do an average job and send in an above average bill?

    Thanks a lot for this inspiration.

    link to

  2. Posted July 25, 2014 at 8:27 am | Permalink

    I don’t see why not Brigitte!

  3. Posted July 25, 2014 at 8:55 am | Permalink

    The famous extra mile 🙂

    Have a lovely weekend, Roberta

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