I’m a business traveler and I usually stay at any one of several hotels chains that are economical and cater to business travelers. I’m not particularly loyal to one hotel brand, though at present my preferences are (in order):
Hilton Garden Inn
Springhill Suites by Marriott
Courtyard by Marriott
Comfort Inn and Suites
Holiday Inn Express
Country Inn and Suites
Most of the hotels are relatively the same. They have clean comfortable rooms, decent service, and decent amenities. What NONE of them have is good coffee. No matter which hotel chain I choose – they have some form of crappy coffee. The Comfort Inn and Suites in Greensboro, NC has "brown water" coming out of a spicket in the wall. Holiday Inn Express has attempted to pass off their "branded" in house coffee as upscale – but it’s weak and they serve it in small styrofoam cups that better fit an espresso. The Courtyard I’m staying in has really bad Maxwell House coming out of one of those auto dispensers.
The result? Everywhere I go I have to scour the locale for a Starbucks and leave my hotel to get it.
If one of these chains invested in providing GREAT coffee – that chain would immediately go to the top of my list and I would consciously try to stay there!
The things that differentiate your business from the pack are usually small things that matter to your customer which are done consistently and done well. I wonder if any of these chains are listening.