‹ Back

Unreasonable Hospitality in Hotels, Safari Lodges, Restaurants & Resorts

 

Hospitality isn’t just about service—it’s about soul. In this inspiring, deep-dive guide, Sam Nkwanyane, a 20-year hospitality expert, shares his unique take on “Unreasonable Hospitality.” From luxury hotels to remote safari lodges and beachfront resorts, discover how giving more than what’s expected can transform your business into a story-worthy experience factory.

Table of Contents

1. What Is Unreasonable Hospitality, Really?
2. Why “Good Service” Isn’t Good Enough Anymore
3. The Neuroscience of Surprise & Delight
4. Real Stories from the Field: Unforgettable Moments in Hospitality
5. Ubuntu & Emotional Generosity: The African Philosophy Behind It All
6. Applying Unreasonable Hospitality to:
   • Hotels
   • Safari Lodges
   • Restaurants
   • Resorts
7. The Power of Symbolic Gestures
8. Small Actions, Massive Impact: Staff-Level Examples
9. Training Teams for a Culture of Generosity
10. FAQs About Unreasonable Hospitality
11. Wrapping Up with Heart

 

1. What Is Unreasonable Hospitality, Really?

Let’s start here. “Unreasonable Hospitality” isn’t about throwing money around or showering guests with freebies. It’s about intentional over-delivery—doing something personal, unexpected, and deeply human that makes someone feel seen, heard, and celebrated.

As I often say:

"Service pleases. Hospitality connects."

Unreasonable hospitality creates emotional resonance. It's about blowing past the checklist of standard amenities and asking:
“What would make this guest’s story unforgettable?”

 

2. Why “Good Service” Isn’t Good Enough Anymore

Good service used to be the goal. Now? It’s the bare minimum.

In a world where everything’s available at the tap of a finger—fast Wi-Fi, feather pillows, room service—those basics are expected. What guests crave now is connection, emotion, and authenticity.

A 2023 Deloitte study revealed:

“Consumers are 2.4x more likely to return to a brand after an emotionally positive experience—even if it wasn’t perfect operationally.”

Translation? It’s not about perfection. It’s about care.

 

3. The Neuroscience of Surprise & Delight

Here’s something nobody’s talking about in the hospitality world: neuroscience.

When you surprise someone in a positive way, their brain releases dopamine—the feel-good chemical. That emotional hit creates a memory that sticks.

Now imagine this in a resort setting:

• A couple checks in for their honeymoon.
• Your team somehow discovers their wedding song.
• When they walk into the room, it’s playing softly in the background, and there’s a handwritten note.

Boom. Dopamine. Tears. Loyalty for life.

 

4. Real Stories from the Field: Unforgettable Moments in Hospitality

Let me pull back the curtain and tell you a few true stories from my 20+ years:

The Forgotten Passport at a Safari Lodge

A guest once realized—midway through the Botswana border—they’d left their passport in the tent. Our guide didn’t hesitate. He drove 3 hours back, fetched it, and met them at the next camp. No complaints. Just action.

Result? That guest ended up sending us 11 bookings the following year—and a bottle of Amarula with a thank-you note.

The Barefoot Waiter in the Rain

At a coastal resort in Mozambique, it started raining while a couple dined outdoors. Before they could complain, one of our waiters took off his shoes and started dancing barefoot in the rain. Guests joined in. That night, they called it “the most romantic dinner of their lives.”

These moments weren’t expensive. They were human.

 

5. Ubuntu & Emotional Generosity: The African Philosophy Behind It All

In African culture, we have a term: Ubuntu. It means “I am because we are.”

It’s the idea that humanity is shared—and that our joy, pain, and celebration are interwoven. In hospitality, Ubuntu translates to deep emotional generosity.

It’s when a Maasai guide doesn’t just tell you about the elephants—but also shares what elephants mean to his tribe. It’s when a housekeeper folds your child’s stuffed animal into the blanket with a note saying, “She missed you while you were out on safari.”

That’s not policy. That’s Ubuntu. That’s unreasonable hospitality.

 

6. Applying Unreasonable Hospitality To...

Hotels: Make Guests Feel Like Family

• Learn guests’ names—and use them
• Personalize their wake-up calls (“Good morning Mr. Daniels, here’s to another day of exploring Cape Town!”)
• Offer a complimentary 5-minute shoulder massage during check-in after long-haul flights

Safari Lodges: Lean into Nature + Emotion

• Leave a handwritten safari diary by each guest’s bed, recapping their game drives
• Set up a surprise bush breakfast with a local choir
• Give departing guests a tiny leather-bound field journal to continue their wildlife stories

Restaurants: Build Theater + Story

• Hand-deliver a dish with a story: “This stew was inspired by my grandmother who used to make it during the rainy season…”
• Add a free “chef’s unexpected bite” between courses—no explanation, just joy
• End the night with a surprise Polaroid photo of the guests enjoying their meal, gifted with dessert

Resorts: Create Signature Farewell Rituals

• Send guests off with a jar of the resort’s signature spice blend or candle scent
• Have the GM wave goodbye with the entire front desk team clapping
• Plant a tree in their name and email them the GPS coordinates

 

7. The Power of Symbolic Gestures

We often think impact requires money. But the most unforgettable hospitality moments are symbolic.

Like:

• Leaving a seashell with a child’s name painted on it as a bedtime surprise
• Folding towels into the shape of an animal that represents where they are
• Offering to walk an elderly guest to their room while sharing your story of growing up nearby

Symbolism taps into emotion, memory, and culture. It tells guests: “You matter.”

 

8. Small Actions, Massive Impact: Staff-Level Examples

Here are 6 things any team member can do without approval or a budget:

1. Compliment without flattery: “I love your energy this morning!”
2. Offer something unasked: “Would you like me to charge your phone while you dine?”
3. Remember preferences: “Still taking your eggs scrambled, sir?”
4. Celebrate first-timers: “Your first time here? Welcome to the family.”
5. Create inside jokes: “You’re back! We missed our coffee buddy.”
6. Personal check-ins: “You mentioned you were here for a big decision—how did it go?”

These small touches create big waves.

 

9. Training Teams for a Culture of Generosity

Hospitality training often focuses on SOPs and standards. That’s important—but not enough.

To build a culture of unreasonable hospitality, try:

• Hosting “magic moment” brainstorming sessions each week
• Giving staff the authority to spend R50 to wow a guest without needing permission
• Celebrating emotional wins, not just upsells

Let creativity be your currency. And remember: happy staff give happy service.

 

10. FAQs About Unreasonable Hospitality

Q: Doesn’t this cost a lot of money?
A: Nope! Most of it is time, creativity, and emotional presence—not money.

Q: How do I know if it’s working?
A: Watch your reviews. If guests are naming your staff, telling stories, and returning—it’s working.

Q: What if my team’s not creative?
A: Everyone is creative when they feel safe and seen. Create a culture that encourages experimentation.

 

11. Final Thought: Hospitality Is a Love Language

At its core, unreasonable hospitality is about loving people loudly. In a world that often feels transactional, your hotel, lodge, restaurant, or resort can be a sanctuary of human kindness.

And the ROI?

• Guests become raving fans.
• Your team feels proud.
• Your business becomes unforgettable.

So go ahead. Be unreasonable. Be remarkable. Be human.

Because when you give more than people expect, they don’t just remember the service—they remember how you made them feel.

And that, my friends, is what changes everything.

 

Written by Sam Nkwanyane
Hospitality Expert | Trainer | Advocate for Human-Centered Hospitality

 

Want more stories and strategies?

• Read: The Culture Code by Daniel Coyle

• Watch: Will Guidara’s TED Talk on Unreasonable Hospitality

• Listen: The Hospitality Mentor Podcast