I travel a lot (I even have a special blog about it) and recently, I have stayed at different Kimpton properties (the Kimpton Fitzroy in London and the Kimpton De Witt in Amsterdam). Kimpton has several remarkable acts of hospitality:
When you are eligible to join the Kimpton Karma Inner Circle (by invitation only to the most loyal of Kimpton guests), you’ll get access to a dedicated phone number of Kimpton’s CEO and the executive team. Or, as Kimpton officially states:
Direct access to Kimpton Hotels’ CEO via the Inner Circle VIP Line and exclusive email address. This number is available in the Inner Circle welcome kit, which is mailed when status is granted, and in the monthly Inner Circle email statement. Access to our CEO and his executive team is provided to give feedback about your Kimpton experiences. The VIP Phone line may be used for experiences with all other IHG® brands and other travel requests.Kimpton hotels
Which illustrates quite aptly why what Kimpton is doing is so difficult. There seems to be a thin line between “you get the company CEO’s phone number and you can call him – and he might be picking up” and the statement above that completely takes any emotion out of the otherwise really nice perk.