Sometimes, in the midst of life’s journeys, you stumble upon a hidden gem. For me, that gem is the Ibis Nations hotel in Geneva. On paper, it’s a three-star, budget-friendly hotel. But in reality, it’s a five-star experience, all thanks to one key factor: exceptional customer service.
As the CMO of Alpian, I travel frequently. We’ve partnered with Ibis Nations as a trusted accommodation for our needs, and every visit has been a testament to the power of hospitality done right.
Take Mary Holzman, the country manager. She ensures that everything is seamless. A quick WhatsApp message is all it takes—reservations are made, rooms are prepared, and even the little touches like a welcome drink or an occasional breakfast invite remind me why this place feels like home. At Christmas, there’s always a thoughtful gift waiting, a gesture that truly elevates the experience.
The thing is, it’s not the fanciest hotel. There’s no marble lobby or extravagant chandeliers. But the beds are comfortable, the showers are refreshing, and it always smells good. Most importantly, the people here—Mary and her team—have a five-star mindset.
In my view, you can have the fanciest room in the world, but if the service mindset is two-star, the experience falls flat. Conversely, even a modest hotel can become exceptional when the people behind it genuinely care.
This is a reminder for all of us in business: it’s the little things—personal touches, a genuine smile, going the extra mile—that create loyalty and transform ordinary into extraordinary.
Ibis Nations has taught me that stars are just numbers. What truly matters is the experience and the people who shape it.
To Mary and the team: thank you for showing that customer service isn’t just a skill—it’s an art.
As always on Sunday here is a song I created for Mary and her team.