Some wonderful responses by Mike Depatie, CEO of Kimpton, in a recent USA Today roundtable discussion of hotel loyalty programs.

I am a huge Kimpton fan, and always yearn for them when I travel to places like Las Vegas.

Loved his story about keeping guests happy and paying attention to what we all put in our profiles . . . some guy said he wanted "penguins." When he checked in, his room had a stuffed penguin toy on the bed and books about penguins on the desk.