I have received the personal correspondence probably once every 20 stays. The ones I can remember are the Hilton Waikoloa Village, Doubletree Hotel Seattle Airport, and Hitlon Atlantic Airport. Besides telling me how they are eagerly looking forward to my visit, they often include an e-mail address for comments or questions. I have contacted the hotels probably 2 out of 3 times with requests or questions.

I think that these personal correspondences are based solely on the local GM or Director of Marketing thinking that it is a nice touch that goes a long way in making them stand out in a crowded lodging market. Obviously, if all properties sent out personal greetings, the special touch would get lost and just be considered routine.

The fact that I can remember which properties recently sent me letters goes to show the lasting impact they had.