Summer Road Trips & Limited Service Lessons

As summer comes to a close and my kids head back to school, I’ve been reflecting on our summer shenanigans. We hit the road a lot this year with eight different states, countless snack stops, and several hotel stays.

Now, unlike the conference and convention hotels I’m usually in for work, these trips had me staying in limited service properties across a variety of brands. And wow, did I collect some stories.

Property #1: The Master Key Mystery

Our first stop was a nationwide brand I’ve stayed with many times. At check-in, the front desk agent raised an eyebrow at my assigned room number.

“Your keys might work,” she said, “but if not, just come back down.”

So, with kids, luggage, and road-trip exhaustion in tow, we trudged up to the room and yep, no luck. Back down we went.

This time, she handed me what she called a “master key” and kindly asked me to return it in the morning. Needless to say, I was shocked. She didn’t know me from Ted Bundy (and hopefully, my car full of Goldfish crackers gave off less suspicious vibes). But still, how many “master keys” were floating around out there? Needless to say, that night I triple-checked the deadbolt.

Note: I am completly aware of the severity of this incident and sent a kind and concerned email to the general manager following my stay.

This property also came with a unique local quirk—the water had a natural brown tint due to a local phenomenon. In our room, there was a carefully worded note explaining it was tested and safe to drink, plus an offer of unlimited bottled water for anyone who preferred otherwise. Honestly, I gave them credit for full transparency and a thoughtful workaround for something completely out of their control.

Property #2: Egg-cellent Surprises

This next property was chosen entirely because:

1. I had travel points to burn.

2. It was literally the only hotel within 100 miles.

   
   

Expectations? Very low.

Upon check-in, I was told we were assigned to a king room. With four of us traveling, I politely asked if there were any two-bed rooms available. To my surprise, the agent moved us into their only two-bed suite at no extra cost. A big kudos to the management team for empowering their staff to make that decision so quickly.

Then came breakfast. Normally, I skip complimentary breakfasts at limited service hotels (long story—ask me about my time as a breakfast cook). But with hungry kids, I gave it a shot.

To my delight, there was an actual breakfast attendant making eggs to order—and yes, cracking real eggs right in front of you. No mystery powder, no pre-made patty. Just fresh, hot eggs and happy road-trippers.

This property has now made my permanent road trip list for two simple reasons:

• They empowered employees to take care of guests without hoops or headaches.

• They raised the breakfast bar far above the status quo.

Takeaway from the Road

Whether it’s a conference center ballroom or a roadside limited service hotel, hospitality is about two things:

1. Making guests feel comfortable and cared for.

2. Giving your team the tools and authority to make that happen.

   
   

And hey, if you can throw in a made-to-order omelet station, even better.