In 2013, the New York Times told the story of Leslie Ciminello, a business traveler and frequent guest at the Hotel 1000 in Seattle.
Why did she keep coming back? Because the hotel would make sure to keep her room refrigerator stocked with lactose-free milk and gluten-free cereal.
“It’s one of the small but significant ways the hotel has kept her coming back,” wrote the Times’ Harriet Edelson, who noted that hotels around the country “are increasingly emphasizing personalized services that do not show up on any list of amenities.”
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