Hospitality

Mum and I just returned from a weekend in Salzburg, where we stayed at a charming little family-run hotel for the 4th time. Both the young couple who owns it and their staff go out of their way to make guests feel at home and we will certainly be back. It's the little things that make all the difference. One of the things I like about this hotel is that you can help yourself to (a nice selection of good quality) tea or (very decent) coffee outside breakfast hours. Not terribly costly for the hotel, but much appreciated by guests who like a hot beverage when they return to their room (which does not have a kettle). We know how the psychology of hospitality works: people want the - perceived - best rate and are not willing to pay extra for things such as drinks or snacks on board of airlines. Raise the ticket price for 5 EUR and give them a cheap snack and they are happy and think they made a good deal. We want to feel "special" and like a valued guest.  Maybe I'll sell my precious insights as a seasoned online shopper ("buy one, get one free!", "spend X, get free shipping and a sample size of Y while stocks last!") and traveller ("get a free night for every 10 nights you book with us!") as some kind of hospitality industry consulting service when I'm retired...