The Last Impression

Recently, my family had the privilege of experiencing our first overseas trip, and we were fortunate enough to stay in Paris for a few nights. Arriving late, we found that our Airbnb host, Helene, was unable to greet us in person as planned. Though she was deeply apologetic, it became immediately clear that a warm welcome was something she took immense pride in. She made a point to check in on us throughout our stay, ensuring everything was perfect.

After exploring the beauty and culture of Paris, we made our way to the train station to return to London. As we were loading our luggage, a friendly older woman approached us, introducing herself as Helene. It took a moment, but we soon recognized our wonderful host! She was thrilled to see us, leaping forward with joy to hug each of us. The warmth of her smile and her genuine enthusiasm were impossible to miss. She expressed how much it meant to her that our family’s first Parisian experience was spent in her home. Our Uber driver, thinking she was family, even noted that she was visibly emotional as she waved us off.

Helene stayed present, waving goodbye until we were completely out of sight. Her heartfelt connection made a brief, yet unforgettable, impact on our trip. Helene understood something fundamental about hospitality: it’s not just about providing a service, it’s about creating a connection and life-long memory. This small gesture from her turned our stay into something we will cherish forever.

Travel is filled with so many moments, but the memories that last a lifetime are attached to an emotional connection.

It’s easy to forget that the lasting memories we create aren’t just built from the places we see and food we eat. They are built from how we connect with people. Every moment counts, especially the first and last. The last impression, in particular, can make or break the entire trip. A poor final interaction can erase the goodwill accumulated throughout the experience.

How To Elevate The Last Impression

To me, the last impression is the most crucial. It’s our final opportunity to show gratitude, to look our guests in the eyes, smile and simply say, Thank You. We have the chance to leave people feeling valued and appreciated, so they are not just thinking about how nice their stay was, but how wonderful it was to be seen. A thoughtful question invites a thoughtful response. Try elevating every aspect of the exchange starting with verbiage:

Instead of the standard, “How was your stay?” ask them, “What was your favorite part of your experience with us Mr./Mrs. Smith?”

People tend to reflect on what truly stood out to them. Let’s be honest, everyone has been asked the tired, generic “How was your stay?” How often does that prompt anything more than a one-word answer? We all know the result: a polite “Fine, thanks,” followed by an awkward silence.

But by prompting your guests to reflect on the positive moments, you not only stand out—you bring all the best parts of their experience to the forefront, making them feel truly appreciated.

Name usage is paramount and always make eye contact when you are thanking someone.

Approach each interaction as the rare gift it is (1 in 8 Billion) and think of ways to eliminate any effort by your guest. If you are providing change, count it for them and then hand it to them. If they need a final bill, place it in a nice envelope and walk it around the desk to them. Serving coffee on departure day? Tell them how sad you are to see them go and how wonderful it was to serve them their favorite beverage. You have welcomed someone into your home, it should feel bittersweet to see them depart. Anticipate the potential need and deliver.

Put your phones away. Every time you look at your phone, you risk the perception that your guests are not important enough.

The Power of Nostalgia

Helene was genuinely sad to see us go. The warmth of that farewell from someone I didn't know meant so much. She was present, and the interaction felt nostalgic. My Grandmother used to wave us goodbye as we drove off in our old beat up station wagon until we were out of view. This is the power we all have to create an unforgettable last impression that your guests will feel.