My Parting Thoughts About DoubleTree’s Customer Experience

I happen to be staying at a DoubleTree Hotel and on my desk I saw this wonderful comment card. This is really a great example of how to ask customers for feedback and I’m sharing the comment card with you because I think it’s so good.


DoubleTree warmly asks guests for “Parting Thoughts.” Guests are asked such questions as, “Did you receive a warm chocolate chip cookie at check-in?” and “Did we make you feel welcome and comfortable?” One of the 3 open-ended questions ask, “Did any of our staff go to extra effort to make your visit a good one?” It’s really clear from DoubleTree’s comment card that their focus is on creating a warm and welcoming customer experience.  

I can’t wait to give DoubleTree my feedback. Here’s why.

When I checked in, the famous DoubleTree cookies were in the oven. A few minutes after I got settled into my room, a member of the staff walked up with 3 hot chocolate chip cookies and 2 bottles of water. Last night my husband and I ordered Italian from an outside restaurant and delivery did not include utensils or napkins. I called DoubleTree room service and explained my dilemma and they immediately sent up napkins and utensils. That was a WOW, as we hadn’t even ordered from the hotel. I’d say that their staff definitely took extra effort to make my visit a good one. I’m looking forward to completing the DoubleTree comment card to let the hotel know they met and exceeded my every expectation.

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Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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