Red Lion Hotels-A Great Brand Experience
We operate out of Dallas and don’t get over to the “Left Coast” as often as we’d like, but yesterday we learned about a hotel chain that clearly has it going on when it comes to social media. The hotel chain—Red Lion Hotels—interacted with us in some very positive ways certainly worth mentioning here.
To set this up, on DaddyClaxton.com, we did a post yesterday about how a front desk clerk, Courtney, went beyond the call of duty to ensure that a guest, there on her 67th birthday, got breakfast delivered to her room via a special request. In fact, we called the hotel from Dallas and made this happen, but HOW we made it happen is as much a part of the story as what happened.
First of all, all we had to go on were the keywords “lion, hotel, portland, airport.” From there, a Google search led us to Red Lion Hotels. On their very lively and colorful website, is an option for “live chat.” Clicking that box immediately put us in discussion with an operator. We asked about how to reach the hotel and the Pacific Grille. The operator on the chat said to call the hotel and dial 0 for the front desk.
That led to a conversation with a young lady who was getting off for the day who said that they hotel restaurant doesn’t “normally do room service, but I’m about to get off work and would be happy to take it to your mom’s room for you.”
After exchanging credit card info, Courtney was on her way.
Later on, once Mom was surprised, came the blog post and tweet on Twitter and a post on Facebook.
A few hours later in the day came a reply from @RedLionHotels on Twitter. The messages were all positive and supportive, including word that they are going to seek out the young lady who went beyond the call of duty and present her with a reward for her efforts. (The CEO of the company is going to present her with a nice thank you.)
The whole process has been an example of systems that work, and an example of proactive and responsive social media. It was refreshing and very professional, not to mention personal.
After alerting Mom about what the hotel had said, she replied that the most surprising point of all had been that the front desk clerk had even given her a hug for her 67th birthday upon delivery of the BIG pancake breakfast. (Another point not mentioned—for $9.95 the pancakes were almost as large as the plate. A rarity in hotel food both in price and amount.)
We’ve never stayed, nor honestly, had heard of Red Lion Hotels before Sunday a.m. But one thing is for sure, next time we are out west, there is going to be an effort made to find one of their hotels and see if the stay matches the brand experience online. The entire virtual and personal experience, what brand managers hope and pray for, but seldom realize, is in full effect with this chain and it is truly rewarding and refreshing.