Looking for a “silver lining” in the Great Recession of 2009 can be difficult for those of us in the travel and hospitality industry. But a recent guest review gave me cause to smile.
A few weeks ago, I received a call on our after hours emergency phone line. A kind woman, Nalani R. apoligized for the “non-emergency” call. She explained that her extended family had put off getting together for a family reunion due to the uncertainty of the economy and family budget resources. As a result, none of her family had planned to take a vacation during the summer. As the spring and summer dragged on, aunts and uncles, sons and daughters, fathers and mothers, and cousins felt the longing of seeing each other. Finally, the economy bottomed out and the family felt comfortable spending money for a reunion.
But getting the buy-in was only the first step. Next, Nalani had to find a suitable home for the family. It was a challenge not only because they needed a wheelchair accessible home, but because they needed it IN FIVE DAYS! Yes, she was calling on a Saturday hoping to check in Thursday. One might think that this is extreme, but we have had many families in similar straits call us with last minute booking requests. In fact, we have had dozens of people call looking for a home rental for that very day.
Well, long story short, after speaking with me Nalani booked our Silver Star Park City home online through our online booking website. The private elevator accommodated the wheelchair and the fabulous luxury setting accommodated the hopes and dreams of their family reunion.
Accompanying her exit survey was this kind feedback message, ‘Please help us to serve you better! Is there anything else we should know about your stay?’
“We really loved it! The general manager helped us out on a weekend to get the reservations and everything went really smooth. We would love to come to this property again. The elevator really helped out for one who was in a wheelchair and made it so that he could be with the rest of the family at any time and on any floor. I was very impressed with Utah Vacation Homes and the way they handled things. We had a great experience and would love to return!”
Utah Vacation Homes is in the business of helping families establish and re-establish the ties of meaningful relationships. Each time that we succeed in doing our part, we hope the lives of these families are improved through an increase in understanding, happiness, and joy. In truth, we are not a hotel or home selling business – we are a good experience business. Feedback from Nalani suggests that we fulfilled her expectations and provided the location, service, and amenities to enable a great family reunion experience.
Not all families can jump on five days notice. We hope to do our part for the many other families that are still calling, looking for Fall and Thanksgiving reunions to make up for the experiences lost this summer. For some, an Autumn visit to the colorful Utah mountains could top a summer trip. For others, this Thanksgiving Holiday may be the right time to gather. In any case, the vacation homes and reunion experiences are just waiting for your family. So make the calls to relatives. Gather the group. And take a piece of the “silver lining” that can spread into a bright new perspective.
