The way a guest feels heartfelt love is a very complex matter , yet a beautiful smile , fine grooming , and articulate communication by a warm and caring person make a huge difference on a vacation at their home away from home . The way the idea is shared with my hosts is like this : “ Close your eyes , travel and reach a divine destination where you are delighted and welcomed by a person so loving and caring that you never want to leave .” This message clicks quite powerfully . This tender loving hospitality continues until after the guests have left . My hosts follow up after the guests have checked out and engage in emails to highlight the blissful moments the guests experienced .
On another occasion , a host of mine took a honeymoon couple on a motorbike around the town some years back , invited them for sugarcane juice because they had never enjoyed this refreshing sweet drink and brought them back to the resort . The wife did not know that my host had arranged for a candlelight dinner on the beach . She was so thankful in the lobby next morning that tears were welling and welling in her eyes . Their friends came to stay with us one year later .
3 . Knowing Their Dreams
A recent guest email addressed so many questions that they helped us to sketch a guest profile so powerful we are now able to suggest services and activities based on their input . I had personally emailed the guest for feedback on a recent visit , and was able to convey their detailed responses to our team , who appreciate the personal touch in crafting a truly unique experience for our guests . This part of emotional hospitality is one of my host ’ s key strengths . All we have done so far is to respond personally and quickly with the answers the guest required , and additionally services were suggested that we felt the guest would enjoy . This particular guest has already complimented us many times prior to arrival . Thankful words we received so far from this particular guest are “ this is a wonderful suggestion , and thank you for the proper arrangement , to we are now really looking forward to meeting you in person .” A very dedicated Guest Experience Maker will take care of very high guest expectations from the moment the guest arrives .
4 . Reconnection to Nature
I find that the guests we receive like to get back to nature . Most of our guests live in hectic cities , have stressful jobs , and have limited time to unwind . Luxury guests love natural products from nearby communities , which support sustainability . A guest of ours informed my host that he loves our natural reservoir concept , which is to filter the water on site , bottle it up , and sell it in the restaurant . Half of the funds are donated to projects where people have no access to clean drinking water . Other guests are so inspired by the craftsmanship of our facilities that they talk about it all day . And , a simple bamboo straw makes a big difference to guests . They become aware of 500 million plastic straws that are used in the USA every day alone .
My guests enjoy the beauty of a prime stretch of a white sand beach , and they enjoy the pleasure of listening to a gently flowing , natural stream during a wellness treatment ; of tasting the balancing flavours of healthy cuisine ; of touching the ground with bare feet ; and of engaging in a cooking class in the organic vegetable garden . Our guests appreciate simplicity , for example , there is no plastic in our villas except for the IVD systems and a hair dryer . All the products we use are natural and reusable . Even our Christmas trees are built of spare wood . A guest commented that this is a “ brilliant idea for my home as well .” The villas are built around trees and rocks , and the natural landscapes are protected . In this way , all of the villas and swimming pools are unique .
5 . Authentic Engagement
Experiencing the authentic nature of Vietnamese people has never been easier . Luxury guests like to receive attention in engaging conversations with authentic people . It is fun to look at our hosts as they interact with guests . Most of our guests usually want to know where they live , if they have families to care for , how they travel to and from the isolated resort , and much more .
I have now lived in Vietnam for 6 years . There have only been two couples in all these years who did not appreciate social conversation . Almost all of the guests appreciate it very much when you spend as much time with them as they like . Some conversations last from just about 1 minute up to 3 hours . The length of time depends on the guest and my creativity to be with them , although my hosts mind their wish for privacy at all times . Many hosts including myself become friends with many guests . While there is a professional line , there is much authentic engagement . We behave naturally in our conversations . The guests love this authentic attitude so much . The information we elicit is carefully selected and discussed in internal team meetings to create even better guest experiences .
In this way , a host of mine recently organized a dinner in our natural wine cave for a family of 5 . This experience was so overwhelming to the guests that they were ever so grateful and repeatedly thanked
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