Hotels Go to Extra Lengths for the Repeat Customer
When Leslie Ciminello arrives at the Hotel 1000 in Seattle, she knows milk and cereal will be waiting in her room’s refrigerator. Lactose-free milk and gluten-free cereal, that is. It’s one of the small but significant ways the hotel has kept her coming back. Ms. Ciminello, 33, is on the road almost half the time as part of a sales team for a Boston-based technology company. How far will a hotel go to attract and keep a business traveler like Ms. Ciminello? Pretty far, say industry experts and business travelers who reap the benefits of the competition.