Making a hotel feel like home

When one valued guest booked to stay at the W Rome, the team wanted to ensure she felt just that. Welcome Desk Supervisor, Raffaella and Welcome Ambassador, Gianluca had the wonderful idea to create a special welcome video - putting together clips from different W hotels across the world to greet and thank this guest for their exceptional loyalty to the brand.

To deliver this surprise they had to get creative. Enlisting the help of Director of Rooms and Marriott Bonvoy Connector, Beatrice, and Bar Manager, Emanuele, a special cocktail class was organised. During this the guest was presented with a QR code to scan. Thinking it was the W Lounge menu they loaded it on their phone to find the brilliant, personalised video. The guest was totally amazed and hugely appreciated the gesture - saying she'd never had such service before, even with her ambassador status, and that she felt so valued as a member.

The guest is still in contact with Beatrice, and wrote to her the following the stay, saying "It is the people that make a hotel become a home". The team at the W Rome look forward to welcoming her back in the summer when this valued guest has booked to return.

Marriott Bonvoy Begins With Raffaella, Gianluca, Beatrice & Emanuele, W Rome.