This past weekend was spent at a Westin Hotel in Las Vegas. Aside from getting some really great work done, the best part of the weekend was experiencing the Westin "Heavenly Bed". It was by far the best hotel bed that I have splept in. I was on board with the experience being "heavenly".
The concept of delivering a heavenly experience extended beyond the bed to other parts of the room. They had provided heavenly towels, heavenly pillows, heavenly shower curtains (which were curved to give extra room in the shower - how heavenly).
When I woke up the first morning of our stay at the hotel I felt refreshed. I did indeed have a heavenly night's sleep. I was buying into this brand experience 100%. I was "all in" as they say in Vegas.
Leaving the comfort of my heavenly bed I strolled merrily to the bathroom to take what I anticipated to be a heavenly shower. I may have even been whistling a tune. Something perky I'm sure. I turned on the water to just the right temperature - not scalding hot, but not luke warm- somewhere in between.
I stepped into the shower and put shampoo in my hair and grabbed a bar of heavenly white soap. And this is where I got mad at the Westin. What I discovered in the shower made me temporarily forget the heavenly night's sleep I just woke from. The hotel had not delivered a 360 degree heavenly experience. In fact there was just one element that I experienced that almost ruined it all for me. The water that came out of the shower head was soft. And I hate soft water.
Now, I know I shouldn't necessarily blame the hotel for the soft water. It was probably out of their control. But I did spend quite a long time in the shower trying to get the slimy soft water feeling off my body, face and hands. I felt like Leonardo DiCaprio as Howard Hughes in the Aviator. I just could not get my hands clean. I scrubbed and scrubbed them to the point where they were starting to feel raw.
Later on in the day I shared my frustration with Sam, Mike, Ky and Julie about the soft water. Julie actually prefers soft water. For her the experience very well may have been 100% heavenly. But for me and the rest of us who prefer hard water to soft, the Westin was running a risk of failing to deliver as strong a brand experience as they could.
I know this may be asking a lot of a hotel to be able to control the water, but wouldn't that be something if they asked upon check-in to the hotel "Welcome to the Westin Mr. Duff. Would you prefer hard or soft water for your stay with us?"
Now that would be delivering a heavenly experience.