During a recent travel conference, one of the speakers asked me to tell him about Playa Hotel & Resorts and the properties within our collection. "What makes you different?" he asked. I didn't want to simply spout facts on various room counts and dining venues. I wanted to tell the stories of our guests-guests who keep coming back time and time again. Guests who come back not because of the number of rooms a resort has but because of the memories that leave them telling stories of vacations past for years to come.
I could boast about free transfers in Jamaica or the size of our event space in Los Cabos but instead, I told him about Instagramable moments. That moment when a guest pulls up to Hyatt Ziva Cancun and jumps out of the car to snap a selfie from the entrance before checking in. Photos showcasing 280 degrees of the sea directly from the lobby. These pictures show friends and family back home that they've arrived at one of the best resorts within the destination.
I could have touted about our service and explain how we cater to our guests' whim but instead, I shared this story. On a recent FAM, a travel agent was looking for a late-night snack after a long day but was not expecting any food outlets outside of the 24-hour lounge to be open at 2 a.m. Then she noticed that room service was 24 hours-win! She spoke to an At Your Request attendant and explained she wanted something authentic. After all, she was in Mexico. His response? "No problem, we'll make you something special." When the food arrived at her suite, there was a gourmet plating of grilled shrimp and steak tacos along with a side of fresh guacamole, chips and salsa. The perfect late night snack and it wasn't even on the menu!
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Sure, we host weddings and offer robust honeymoon packages but my favorite story isn't related to the product offerings (which happen to be amazing) or the number of venues for a ceremony. This story shows that our team helps create memorable experiences even prior to check in. Here it goes: One of our partners had booked a wedding at Gran Caribe (soon to be a Panama Jack Resort) in Cancun. The couple was involved in a serious car accident on their way to the airport which resulted in a missed flight on the first night of what should have been a magical start to the next chapter in their lives.Our team was contacted and sprang into action within minutes, making sure that their arrangements were the last thing to worry about. Luckily, they were medically cleared to travel the next day and upon arrival, they entered a room that was decorated for royalty. The staff ensured their experience, albeit a rocky start, was an unforgettable one. The couple's feedback to their travel agent says it all, "Ever since we arrived on site, we have been bombarded with love and I am so thankful we are here and can celebrate the rest of the week with our closest family and friends. I cannot thank you enough for everything you've done for us and our guests."
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