It’s not often that I walk into a hotel room and am shocked (well, other than that time the child bandits broke into my room at the Sheraton Grand London), but that’s exactly what happened to me during a recent stay at the Grand Hyatt Deer Valley (which I’ll be reviewing soon).
In this post:
My most impressive Hyatt welcome amenity ever
I’ve written in the past about the concept of hotel welcome amenities. When you check into a luxury hotel or if you have a high tier elite status, it’s pretty normal to receive some sort of welcome amenity in your room.
For example, as a Marriott Bonvoy Ambassador member, I get a welcome amenity more often than not. However, often it’s as simple as a bag of chips… I guess I appreciate the effort, though it sort of falls in the “why bother” category.
For a typical luxury hotel, the most common welcome amenity is maybe a fruit plate and a bottle of wine, or a couple of bottles of fancy water.
Some hotels are known for going above and beyond when it comes to welcome amenities. For example, French hotel group Airelles really goes all-out in delivering for guests, and I’ve received a bottle of Dom Perignon as a welcome amenity.
Perhaps Cheval Blanc is the hotel group that consistently has the most over-the-top welcome amenities, which include alcohol, sweets, fruit, balloons, and more.
Anyway, a few days ago we checked in to the Grand Hyatt Deer Valley. I’m a lifetime World of Hyatt Globalist member and we had booked a Hyatt Privé rate, and my jaw was on the floor when I saw what was waiting on the table for us. Keep in mind that Grand Hyatt is an upscale hotel brand, but isn’t really luxury, so I really wasn’t expecting a whole lot from the amenity.
It consisted of a bottle of Piper-Heidsieck Cuvee Brut, plus a trio of caviar tins from Calvisius, along with some accompaniments. This is without a doubt the welcome amenity that most exceeded my expectations in all my years of travel, and it was among the most impressive amenities I’ve received.
It had a lovely note from Saige, the VIP + Recreation Manager, which added a nice personal touch to it.
In fairness, I probably got special treatment, but…
I of course want to be realistic here. I doubt that every Globalist member who checks in gets this. I’m not sure if it’s something reserved for World of Hyatt Globalist members on Hyatt Privé rates, or what.
It’s also possible, or perhaps most likely, that someone at the hotel Googled me, and figured out who I was (not that I’m anyone special, of course, but I do publish hotel reviews online, so…).
I otherwise had no contact with the hotel in advance (other than sharing my arrival time, etc.), and I’m not some diva that begs hotels to give me special treatment. And aside from my brief messaging with Saige about my arrival time and preferences, it didn’t seem like I was treated differently than anyone else.
I will say this — even if this was special treatment on account of my “blogger status,” it doesn’t change the fact that I’m impressed that the hotel is actually paying attention to who checks in, and tries to customize things a bit. After all, I’ve had hundreds of Hyatt stays over the years, and I find it’s very rare that a hotel actually customizes things.
It’s not like I need or expect caviar and champagne with every stay, but I do appreciate when it’s something that seems geared to me. For example, when I checked into the Park Hyatt Chicago over a year ago, I still distinctly remember how my welcome amenity was a dirty martini, my favorite alcoholic drink.
That drink cost the hotel less than a crappy bottle of wine, but it showed a level of attention to detail and customization that you rarely find, and it was something that was memorable to me. It cost the hotel maybe $2, and it’s the thing I most remember about my stay over a year later.
Executives at big hotel groups always talk about how they have such amazing CRM, and how they are going to use that to customize the guest experience. Yet so rarely does it actually amount to anything.
Let me give one additional example, which is super minor — I don’t think I’ve ever touched a hotel welcome amenity that simply had whole fruit, even though it’s probably the most common hotel welcome amenity. It’s not that I don’t like fruit, but I just rarely find myself wanting to bite into whole fruit in a hotel room.
When we’re talking about a major hotel group with good CRM, you’d think eventually a hotel could add a note in there “guest doesn’t like whole fruit plates.” Yet that continues to be what I get on a majority of stays.
Anyway, my point is simply to say that even if I did receive special treatment here, it’s just nice to see a hotel taking note, rather than the typical lack of customization, despite me having collectively spent a couple of years of my life at a brand’s hotels…
Bottom line
It’s not often that a hotel welcome amenity differs greatly from what I was expecting, but that’s exactly what happened during a recent stay at the Grand Hyatt Deer Valley, where the amenity was a nice bottle of champagne and a trio of caviar tins.
I can’t say with certainty why I received that amenity (was it my lifetime Globalist status, the rate, the fact that I’m a blogger, or a combination of all three?). Either way, it’s nice to see a hotel paying attention, since this hasn’t happened during any other Hyatt stays I’ve had.
Bigger picture, I do wish hotels would put more effort into customizing things like welcome amenities, especially when they should have good data on guests.
Anyway, I’ll have a full review of the Grand Hyatt Deer Valley soon, as it’s an interesting property…
What a fantastic welcome amenity!
I’ve been blown away twice, once at Barrière les Neiges which gifted for both my husband and I branded Mackage jackets, a tuque and wool baseball cap from another prominent winter gear brand and 2 pairs of heavy ‘Ugg’ style slip on cozy shoes among another few smaller goodies . The second was from Conrad New York who gifted adorable bow ties and nyc cab stuffies for both our...
What a fantastic welcome amenity!
I’ve been blown away twice, once at Barrière les Neiges which gifted for both my husband and I branded Mackage jackets, a tuque and wool baseball cap from another prominent winter gear brand and 2 pairs of heavy ‘Ugg’ style slip on cozy shoes among another few smaller goodies . The second was from Conrad New York who gifted adorable bow ties and nyc cab stuffies for both our dogs back home and even named them in a welcome card . Research was on point lol
It's a new hotel at Deer Valley, they're catering to a different crowd there and are likely still trying to get on the map. I'm a local and the only time I hear of other locals skiing there is when they've purchased an icon pass. Else it's just an extremely overpriced resort, save some money and ski Park City. And you're probably right, they need your good review
The Super 8 in Van Horn, TX has massage chairs in some rooms. Wonderful surprise, and I'll take that over a bottle of anything after driving for 8 hours.
I am always surprised how, even with a so called good CRM system, most front office agents will always ask me, during check-in, if this is the first time that I am visiting their hotel. When you stay there once a month, I think that’s easily a question worth avoiding…
I think this article is really taken out of context. I think where you are in the world matters greatly as to the welcome gift that you will receive because primarily of the cost to the hotel and also the expected level of service.
Ugh, caviar of any kind is disgusting. I'm convinced people claim to love it because it's expensive, but it tastes like licking the slime out of the bottom of the fish counter at the Walmart after closing.
But I don't get to stay at flossy hotels so I guess I'm safe.
Stayed at The Fives Puerto Morelos (Mexico.
Welcome amenity was bottle of Prosecco, plate of chocolates, plate of fruit, plate of cheese and olives. All on slate dishes. I thought that was cool.
Imagine what the review will be.
We stayed at the Omni in downtown LA on our wedding night. Didn't book a special room, it was just convenient to the celebration. I checked in in the morning so we'd just be able to pick up the keys when we got there that night. I guess I mentioned we were getting married as they upgraded us to a presidential suite, put out a bottle of champagne, a slice of cake, and some fruit,...
We stayed at the Omni in downtown LA on our wedding night. Didn't book a special room, it was just convenient to the celebration. I checked in in the morning so we'd just be able to pick up the keys when we got there that night. I guess I mentioned we were getting married as they upgraded us to a presidential suite, put out a bottle of champagne, a slice of cake, and some fruit, and decorated the bed with (fake) rose petals in the shape of a heart. Also gave us access to the club for breakfast. That was quite a nice surprise for both of us!
Rubbers?
Meanwhile on my wedding night the Marriott we stayed at did nothing... even though my Ambassador reached out and I replied to the pre-arrival email that I was getting married. And please don't start the hate. I wouldn't stay at Marriotts if I didn't have to. I probably have 30+ nights/year at marriotts that are selected by other people - many in the spring during the traditional double points time. At that point, it makes sense to have status.
Considering their competition in the very bear future will include FS and Aman, I think they are trying to get ahead! ;)
The best I ever received was at ITC Kohenur in Hyderabad, India when i was on my usual business trip from Seattle. They made a small pillow with my name embroidered on it! I still use the pillow to the day! That was an amazing gesture and its such an awesome hotel as such. Stayed there multiple times!
Personally, I've enjoyed the whole fruit amenities when I've received them. Doubletree Shanghai Pudong upgraded us to a massive suite near the top floor. Some really delicious ripe fruit, displayed nicely, greeted our arrival. We snacked on it, and they kept replenishing it during our stay. Very nice touch.
That is a creative welcome amenity.
You may have hit a threshold within the Hyatt system where an upgraded amenity is required per their standards.
Looking forward to your review. Safe Travels.
Best to compare to someone with similar status witnout a blog and see what their amenity gift is.
The martini didn’t just cost the hotel $2, it cost them the $20 you didn’t spend on buying a martini.
This presumes that the welcome martini replaces one that Ben would have bought otherwise at the hotel.
The ski conditions in Deer Valley especially by the East Village area by the Grand Hyatt have been awful this season. Met a lot of unhappy visitors on the ski lifts. Hotel is trying to keep everyone happy right now until the temps drop and there is a decent base and some powder to ski on.
Wow! That's a heck of a welcome amenity!
I’ve now stayed at this property twice, once in summer once just recently in winter, and I was very impressed with the level of service both stays, and to top it off is nicely designed and furnished. I wish it were more convenient for ski access as it is a great hotel. Snow is terrible on this side of DV
I’d love a Hyatt to just remember that I stayed at their specific hotel several times before. Can’t tell you how many times I’ve stayed at HR Boston Harbor, GH DC or SanFran and been asked- is this your first time here? What??? Can’t you see that a) I’m globalist, so stay at a lot of hyatts and b) have stayed at your specific hotel 6-8 times in the past 4 months.
Bogggles my...
I’d love a Hyatt to just remember that I stayed at their specific hotel several times before. Can’t tell you how many times I’ve stayed at HR Boston Harbor, GH DC or SanFran and been asked- is this your first time here? What??? Can’t you see that a) I’m globalist, so stay at a lot of hyatts and b) have stayed at your specific hotel 6-8 times in the past 4 months.
Bogggles my mind. And despite spending $15k a year with Hyatt, I super rarely get any amenity unless it’s a PH.
Odd - I get call outs for staying at a property before even if it's been so many years I forgot I even did stay there. Luck of the draw I guess.
I believe that hotels often have a policy of not ever presuming that someone has stayed there before, or saying "welcome back," in case someone is visiting with a different partner.
I have stayed at the HR Seattle 4 times and every visit since the first I have had a welcome back.
Oh, please.
I’m not sure if this counts, but I recently stayed at the Conrad New York Downtown. I asked if they have the Conrad rubber ducks as my young son got one from the Conrad Tokyo. They said they don’t. When I returned to my room later that evening, there was a dish with a little yellow NY taxi cab with Conrad branding and gummy bears inside. Turns out the cab was made of chocolate or fondant or something. It totally made my son’s day.
New York Downtown has an incredible team, and is far better than the one in Midtown ever was (now no longer a Conrad; ironically, may have become a Marriott). Downtown NYC used to have a Ritz-Carlton and W, but they each left Marriott since the pandemic. Marriott opened a newer Ritz-Carlton in Nomad, which is actually quite nice (better than the one at Central Park). The St. Regis is classic, but old. The JW is just old.
I checked in to a Motel 6 once, and they had Googled my name and provided me with 7 nubile strippers, 3 lines of cocaine, and a bottle of aspirin.
/s
hmmmm ... hafta keep my eyes ( & hopes ) open for a forthcoming status match offer from the eponymous Motel 6 !
Definitely didn’t get Bonvey’d there! LOL
Maybe it was on the account of booking this place through Virtuoso!
LOL.
My parents got the most memorable 'amenity' ever at a Motel 6 in a California desert town; a bullet through the wall and into my stepfather's baseball cap, which was sitting on the bed as he showered.
True story. They ended up having to testify against the knucklehead who accidentally shot through the wall (and his hand). He was a felon with an active warrant.
And they still don't understand why I 'pay extra' for nicer hotels.
@JohnnyBow - I think I stayed at that Motel 6 with my parents waaay back when, on a trip to Death Valley. Barstow, CA. A big burly security guard was making the rounds, knocking on each door and poking his head in. I don't remember what he said, but the implication was that the area was dangerous and the security guard was trying to pre-empt trouble by making his presence known.
The best "welcome amenity" I ever received was an upgrade to a presidential suite with chilled Dom waiting. And, I am truly no one.
Niccce. For that stay, you were ‘someone.’
In fairness you were featured in Rolling Stone a few years back. I suspect someone thought your name sounded familiar, checked on you, and they decided to do the Super Extreme Deluxe package. Still, props to you. It looks quite nice.