July 25th, 2013

A hotel is more like a house than an iPhone. My iPhone works very consistently. I plug it in at night so that it won’t run out of batteries during the day, but other than that I expect to do no maintenance on it. I know that one day it will die and I will need another. I know that for some short interval leading up to the day of it’s demise, it’s function will start to fail and that that will not mean that I should go get it fixed, but that I should get rid of it and move on to my next iPhone.

A house, on the other hand, needs more or less constant maintenance. You fix the sink and then the roof needs new tiles. Get the roof patched up and then notice a giant stain on the carpet. There’s always something to be either taking care of or meaning to take care of very soon. Still, though, a house is expected to last through several lifetimes. Very, very few people in this world let the problems with their house accumulate until they can’t stand it anymore, and then get rid of it and move onto another house.

All that to say this: Things are constantly going wrong at this hotel. Does it seem strange to admit this? It’s true, though. True and natural and unavoidable. The toilets are going to get stopped up and the curtains are going to get little rips in them. Plants are living things that sometimes just decide to get depressed and droopy for a while. Everything is fixable and we have plenty of staff and resources to take care of it all (though depressive plants are harder, admittedly) but many things can go wrong without our knowing it. If something is bothering you, just tell us and we’ll take care of it. Treat us the way you treat your house, something that you’re going to have a long, enduring relationship with, not your iPhone, which you’re going to keep until it’s got too many tics and you’ve got to throw it in the garbage. We would like to be the hotel you pass on to your kids, and we’re willing to do a lot to try to make that happen.

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