A luxury chain doing it right

Dear folks,

Happy February! Seems like only yesterday we ushered in the new year. I've got some wonderful news for all of you today.

Just two days ago, Shangri-La Hotels & Resorts announced that it would provide free internet access throughout all of its 60 properties, including at all of its Traders hotels. I believe this is the first international luxury chain to offer this kind of service, especially in this financial downturn. Many travelers are bringing their laptops on vacation, whether for work or for play, and need to be connected. I can't tell you how many times I've checked into a hotel and discovered a fee for internet access that would make online gamers cringe.

On a related note, in a recession, don't look at cutting your rates. Guests are not going to feel like they've got a deal if you're only moving your rates by a few dollars. Throw in a night on the house if your customers stay a certain number of nights (The Four Seasons does this, but of course, they've done the necessary calculations to make sure they still make a profit). Throw in breakfast, health club access, internet access (good on you, Shangri-La)! Up the perks, and guests will feel like that sky-high hotel rate is actually worth every cent.

Thanks for checking in, we'll see you around soon.