When the "Extras" Aren't Extra

One evening as I talked with a friend on my cell phone, I said, “James and I are having a wonderful time, but we are sooooo tired. Traveling over a thousand miles by car, plus sleeping in a different hotel room each night and having to lug our ‘stuff’ in and out every day has about worn us out.”

That was the truth! And since we had overnighted in ten different rooms (with three more to go!), I had noticed the difference in the quality of the services provided at each location, even though all the rooms had cost about the same.

For example, one place offered freshly baked cookies to weary travelers checking in for the night. In another establishment, guests could sit in comfy chairs in the spacious lobby and listen to a local musician play soothing music on the piano.

Some of the hotels provided “high end” travel-size soap, shampoo, conditioner, and lotion, as well as thick, white, spa-like towels; others provided only shampoo and soap and rather dingy, almost threadbare (but, thankfully, clean!) towels.

Speaking of bathrooms…several were spacious, well-lit, and equipped with wonderful shower heads, good water flow, and grab bars. Others were quite small, especially the one in the log cabin where we stayed one night. That one was not only tiny but was also very dimly lit, due in part to the dark brown quarry tile on the floor and in the shower.

Some beds had snow-white sheets with a crisp finish, as if they’d been ironed. Other beds had well-worn bedding.

Some rooms reflected a designer’s touch, while others were furnished with what was popular years ago. For example, one bathroom had a mint green sink and toilet that had been installed in the 1950s.

Some of the hotels offered complimentary deluxe breakfasts. Others provided only cereal, pastries, juice, and coffee—or nothing.

As I reflected on the varied accommodations we’d had, I recalled this information I’d come across (and jotted down) while reading an on-line travel article before my husband and I had embarked on our two-week vacation: “Drury, a family-owned group of 120 hotels in the Midwest and South, has modest rates, and manages to give guests a lot for their money. The chain’s motto is “The extras aren’t extra” and guests can depend on free hot breakfasts, WiFi and an early-evening gathering with hot appetizers and beverages.” (Copied from http://travel.yahoo.com/ideas/why-travelers-are-fed-up-%E2%80%93-and-what-hotels-can-do-about-it.html)  
Although I’ve never had the privilege of staying in a Drury-owned hotel, I’d like to. And if all hotels and motels followed Drury’s example and included “the extras” in the basic services they offer, their guests would enjoy traveling far more and would be “repeat customers.”

Actually, doing more than is required isn’t a new concept. The Bible, written centuries ago, instructs us to go the extra mile, to pursue excellence, to put the needs of others before our own, etc. When we do that, people will notice (and appreciate!) our commitment to excellence—and be inspired by it.