Food, Service, and Hospitality: What Really Matters
As a family, we love staycations. There’s something about checking into a hotel, setting down your bags, and knowing you don’t need to think about chores for a while. But over the years, I’ve learned that what really makes or breaks a hotel stay are the little details. And because I’ve had both wonderful and disappointing experiences, I’ve become more mindful of what matters to me.
Before it is confused as entitlement, please remember that you are paying for an experience, you are paying for a service. Just like when you buy shoes or clothes, you pay what fits and suits you. It is not asking to be worshipped but to simply get at least the minimum satisfaction from something you paid for. Sometimes that is just a good night’s sleep or a good breakfast.
The Essentials I Always Look For
I remember staying at a resort with an infinity pool that seemed to stretch endlessly toward the horizon, overlooking the next island with a breathtaking beachfront view. My kids swam until sunset while I watched the sky turn colors, and it became the highlight of our stay. On the flip side, I have also been to a place where what we thought was a pool turned out to be just a rectangular tub that got filled and emptied out every day. It was not much of a pool, and it left us underwhelmed. Amenities set expectations, and when they are done right, they elevate the whole experience.
2. Location
There was a time we chose a boutique hotel near a shopping district. It was not the biggest hotel, but the convenience of walking to restaurants and shops made our stay so much more enjoyable. Location adds value you cannot always measure in pesos.
3.Cleanliness
One of the best feelings is entering a room with crisp sheets, spotless bathrooms, and fresh towels. I have stayed in hotels where even the toiletries are arranged neatly, showing care in housekeeping. But I have also checked into rooms with dusty corners and a lingering smell of the previous guest. That kind of experience instantly drops my satisfaction.
Breakfast is always a big deal for us. I have stayed in hotels that serve international cuisine at the buffet, and I have also had plated breakfasts. They do not need to be spectacular every time, but if you are charging more, you are expected to put in more effort. I remember a hotel that impressed us with a breakfast spread of eggs, bacon, tapa, sausages, cereals, breads, pastries, and even local specialties. Another had a chef at a live station, making waffles and omelets to order. It did not feel excessive, it felt thoughtful. But then there were hotels that served fried Vienna sausages or pork and beans straight from a can. For the price they charged, it honestly felt insulting. If I can prepare homemade tocino or ham at home without spending much, surely hotels with higher budgets can do better.
I do not mind paying more if the experience matches the rate. A spread that charges ₱1000 for breakfast should at least look like a spread curated with some care. Value for money is key. Times are tough, and guests will always notice when a hotel cuts corners.
6. Service and Staff Training
And here is where I have learned the most. Bad food, a missed amenity, or even a slightly disappointing room can still be saved by service. I am more swayed by service than anything else.
I have stayed in hotels where servers did not just refill our coffee but asked how we liked it, and staff remembered our names throughout the stay. That kind of warmth creates a lasting impression.
But I have also stayed in hotels where service ruined the entire experience. Staff who act like they do not even want to be there, poor training that leads to clumsy interactions, or worse, when my feedback is gaslighted instead of addressed. That is an instant “never again” for me. A lack of effort in resolving problems makes guests feel unvalued, and no beautiful lobby or fancy menu can make up for that.
From Satisfaction to Delight
For me, customer satisfaction is about the basics: a clean room, complete toiletries, a hot and cold shower, working amenities, and reliable room service.
But customer delight? That is where the magic happens.
In one hotel, we were greeted with welcome drinks and a plate of pastries or a fruit plate. Another time, we entered our room to find the towels folded into the shape of swans with a handwritten note welcoming us by name. These gestures did not cost much, but they created memories and made us want to come back.
The same goes for food. A continental and local breakfast with the usual expected proteins is satisfying. But delight comes when there is a sense of care in how the food is prepared and served, when chefs plan the menu with guests in mind, and servers anticipate your needs without being asked.
Why This Matters
In the hospitality, food, and service industry, customer satisfaction should be the baseline. But it is customer delight that keeps guests returning.
When guests leave delighted, they do not just come back. They tell their friends, post about it online, and become advocates for your business. On the other hand, one disappointing experience can lead to lost sales, because people do talk, and negative reviews spread quickly.
So What Truly Matters?
Every staycation has taught me that what matters most is not just the bed I sleep in or the food I eat, it is how the experience makes me feel.
If a hotel can combine satisfaction with delight, they leave a lasting impression that keeps guests loyal. And in this industry, that is what sustains business: not just filling rooms, but creating experiences people will always want to relive.
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