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we believe that the guest experience starts at the time of booking a hotel room. as soon as we get it, we send a thank you email with directions to property and "we look forward to seeing you" and we call every reservation in the morning on the day of arrival to let them know we are waiting for them and ask if they have any request.
we know that we can't make every guest happy, but we try to do our best just like everyone one in the industry, we hire good clerks because we all know that is the first and last person to see the guest, we ask all of our guest to have a great stay, we ask if they had a great stay and we tell them to drive safe when they leave, it works for us, i hope it works for you.