 FOR IMMEDIATE RELEASE Omni Hotels Select Guest® Members State
Appreciation is Appreciated
SOURCE: Omni Hotels
Guest Feedback Also Shows They Enjoy Surprises, Chocolate and Other Small Indulgences
IRVING, Texas (Wednesday, Nov. 1, 2006) — As part of its industry-leading sensory initiatives, Omni Hotels recently began giving away thousands of unique sensory items to members of its loyalty program, Select Guest. The Sensational Wednesdays program is a unique way for the luxury hotel brand to show appreciation to its most valuable guests and to enable an ongoing dialogue between the company and its customers.
Each week, a different sensory item is being given away, and guests are being asked to provide feedback through a program-specific comment card or via email. Frequent guests are asked to provide their perceptions related to how the initiative is impacting their stay with Omni Hotels and “in their own words, what they really think” about the program and sensory items.
Below are the key findings after four weeks:
Summary Findings:
- Roughly three-quarters (75.4%) found their stay with Omni Hotels to be a more positive experience due to receiving a sensory surprise as part of the Select Guest Sensational Wednesdays program.
- Just over 50% (52.9%) of guests believe their stay with Omni Hotels was “truly enhanced,” the top rating, by the surprise item they received in their guest room.
- Under 20% were neutral in regarding to a possible change in their perception of the stay.
- Lava Bars and Thymes Eucalyptus Bath Salts were the most well received items that “truly enhanced” the stay of the guests 58.1% and 47.3%, respectively.
Top Ten Lava Bars Comments:
- Business travel is always a drag. Finding a surprise treat made
the stay a little more enjoyable.
- Lots of fun – can’t beat chocolate!
- Any gesture of kindness is a thing of beauty and a warm fuzzy.
- I appreciate all the efforts you’ve made to make my stay a more memorable and enjoyable one – I thank you.
- I’ve never seen this product before but thoroughly enjoyed having it. Thank you very much.
- A nice surprise! The stay here is great anyway; hard to truly enhance
it!
- I love chocolate, so it was a great surprise to me. Thanks.
- I love the surprise! Especially since I am a chocolate fanatic! Thank you.
- Thank you for the “Sensory Surprise” this morning. The theme is a creative and unique one among top hotels!
- Novel, unique item. Although I am not a big chocolate lover,
I’m bringing home for my kids to try.
Top Ten Archive Soap Comments:
- I would take it home and use it in my bathroom.
- The surprise gift enhanced my stay.
- Like it – feels like fine spa products.
- The fragrance was very nice and also the texture.
- The soap is great and, even more, the thought to give.
- The room service at the Omni is extraordinary. The added touches
on the trays make me truly feel like a special guest.
- Lovely addition; differentiates premium service.
- Upscale and boutique amenities are a nice touch that is appreciated.
- Special touches are always nice. Hope this will help in the survey.
- This makes this a nice added bonus to the stay.
Top Ten Worry Stones Comments:
- I appreciate the thoughtful surprise! You are one of a kind, and
I have enjoyed my stay.
- I will use this as I start to daydream at meetings and this will
really help with focus.
- Interesting and a first.
- Very charming! It’s a nice gesture that enhances an overall
great stay at the hotel.
- Surprise was a nice idea, but I don’t need more items in my life.
Will make a nice gift for my daughter.
- At first I thought it was sweet but silly. Upon using it, I’ve changed
my mind. It truly induces relaxation! Thank you so much.
- I had trouble with pain in my thumbs and fingers. It was good rehab
and cooling for me.
- It’s always nice to receive an unexpected gift.
- I like the idea of a surprise item. Makes me think Omni is trying to improve the customer’s experience.
- I think having the worry stone in the room while you are out of town
is a very nice surprise and something nice to take home too.
Top Ten Eucalyptus Bath Salts Comments:
- It smells wonderful. They will fragrance the room beautifully.
- Yummy. I really enjoyed my bath salts. They truly enhanced my stay here at the Omni.
- I have a cold this week, and I am really looking forward to coming back tonight and using these bath salts for a relaxing soak.
- Actually, I like getting a “sensory surprise” and was probably more impressed getting the bath salts this way than if they’d appeared in our room automatically.
- It is a nice touch. Whether it is used or not, it adds to the perception that the Omni is a great hotel.
- Can’t decide to keep them to smell or use them in a bath. Thanks.
- The surprise item, bath salts, is very welcome after a busy day working and sightseeing. A relaxing end to the day!
- You definitely would not get this at other hotels! It made me feel special.
- It was a nice touch after a stressful week at work.
- I love the smell. Thanks. A very nice surprise.
Top Ten Tea Forte Comments:
- We haven’t tried the tea yet, but it shows us that you care to make us happy. It’s a good thing.
- Delicious!
- I like tea…thanks!
- Love it! Thank you! Couldn’t wait to use it!
- I drink tea because I can’t drink coffee. I’ll try this one!
- Interesting. I’d like to try it.
- An occasional tea drinker, but I look forward to trying this.
- It was a nice touch.
- The packaging is nice, but surprises are appreciated.
- It was a pleasant surprise and made my experience a bit better.
It made the hotel stand out as a nice place to stay that really
cares about how much I enjoy my experience.
www.omnihotels.com
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