Hampton Inn Gets Its Guarantee Right, And Customers And Staff Know It!

The Hampton Inn, a mid-priced, value national chain of hotels, is obviously trying to be thought of as a "satisfaction leader." When you stay at one of their locations, they are going out of their way to make you feel comfortable, with free hot breakfast, or even a breakfast bag for those who don't have the time to sit down and eat, free high-speed internet service, and comfy, fluffy pillows, mattresses and blankets. It is clear from all of the signage and messaging, they want you to enjoy your experience.

But it is the guarantee that separates Hampton from the pack:

100% Hampton Guarantee

Read Our Lips:

100% satisfaction or you don't pay. When it comes to guaranteeing your satisfaction, we're much more than lip service. Since 1989 we've offering the 100% Satisfaction Guarantee to each of our guests: Friendly service, clean rooms, friendly service, every time. If you are not satisfied, we don't expect you to pay. Real value from your friends at Hampton.

Think about this. This is not about the cheapest room or the plushest amenities. This is about pure satisfaction, against a presumed Perfect Hotel Service model. One can only imagine the satisfaction categories that are being measured: clean comfortable room, convenient breakfast, basics like breakfast and internet included in price, friendly desk people.

Also think about this. The employees at each Hampton Inn know what is important, and knows the consequence of failing to perform. It is as clear as can be for staff and customers.

My View

My parents and their friends are from the car-trip generation where everyone piles in the vehicles and drive to vacation spots or to family who live out-of-state. They have recommended Hampton Inn to me for years, mostly because it is a good room at a good value and you get free breakfast. It is not a resort or a destination hotel, but they feel it is a good one or two-day transit experience.

I took a look at TripAdvisor (http://www.tripadvisor.com/) to see how travelers write about their experiences. It is one thing to say you want to service customers, it is another to deliver it in a way that customers want to talk about it.

Bartlesville, Oklahoma:
I like Hampton Inns, because you know what to expect, and almost all of them adhere to at least a certain minimum standard of cleanliness and comfort. The Hampton Inn in Bartlesville, however, is one of the best Hamptons I've ever stayed in. I think it is a fairly new facility - maybe 4 or 5 years old, but it has been very well maintained. The pool, breakfast room and common areas are all very clean and neat. The rooms are spotless and the staff are very friendly and helpful. I rate this one as excellent, because they deliver in every category of what this type of hotel strives to deliver. Like all Hamptons, it is not a luxurious, full-amenity hotel, but is a nice, reasonably-priced road hotel, that delivers great value for the price paid. It wouldn't stack up favorably against a well-run luxury hotel (in any category except price), but then it doesn't try to, so I give them an "excellent" rating, for being very good at what they are trying to be.

Quite simply, Hampton Inn is an example of a company that has figured out the path to excellence. Can your company be as clear in its mission, its priorities, and its commitment?