I am impressed with the Hilton Corporation. We are regulars at the Homewood Suites in Chicago and ever since our first stay, I have been an subscriber to the Hilton's email newsletter. What the Hilton does right is customer service, and their style of customer service is no longer surprising - for me it is the standard and the norm.
Of course, if I go online and make a reservation, I get an email receipt. What's more, if I call in a reservation by phone, I also get an email receipt.
In the receipt, I find details about the hotel location with a link to a map, as well as the weather and local events.
Their newsletter is published in very digestible size, with manageable frequency.
The hotel industry has other customer service queens - I liked something that the Minneapolis Radisson did for me back in February. My reservation had been made 6 weeks prior to that visit, and the week before our stay the Radisson emailed me a reminder of my reservation. That was handy to have, because once again it had the weather report - perfect for our ski trip and no icy roads!
These hotel chains are doing it right with email and customer service. Take a lesson!
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