Don’t charge for above and beyond experiences. Especially if they didn’t ask for it.

Hospitality should NEVER be transactional.

Transactional meaning – you pay, we deliver.

The more you pay, the more we deliver.

The more you spend, the more we value you.

NO.

Of course you need to charge for your service.

Of course you want higher profit margin.

Of course you know who your regular high profile guests are.

But don’t make your guests feel like everything is done for money.

Your business model is your matter.

Not your guests’.

You don’t need to justify all the costs included.

But you do need to live up to their expectations.

So instead of trying to add up to their bill, charge the high price and DELIVER VALUE for that price.

More difficult? Of course! That’s why people go the other way.

Guest experience is one of those things that has no price tag.

It’s priceless.

It doesn’t matter if it’s seven stars hotel in Dubai or capsule hostel in Japan.

Principle is the same – love and care has nothing to do with price.

Yes, it’s about quality of your team, the time they have to devote to details, workload and stress, etc. but still one can have better experience in a motel then your boutique hotel.

AND when you surprise them and provide more than they expected please do not charge for it.

Instead, set the standards before, set the according price before and live up to it.

MATCH YOUR HIGH PRICES WITH YOUR GUESTS’ HIGH EXPECTATIONS.

It means taking more responsibility but also more rewards!

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