We have no customers!
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influence of the hotel industry
In the hotel industry, we don't talk about customers, but about guests. But why is that? For many, it sounds like just a small linguistic difference, but for us, there is much more to it. This decision shapes the way we deal with people who understand our mission and use our city guide. It reflects our appreciation for their trust. At the beginning of my training in tourism, I had difficulty with the sophisticated language in the 5-star hotel industry. I had no previous contact with it and the Berlin dialect and my direct, honest manner were deeply rooted in me. I was made to understand that this was not appropriate because the sophisticated hotel industry also depends on sophisticated language. Over the years, I found my own way of dealing with all my guests.
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The difference
Good service only depends to a certain extent on the language. It's about understanding the interests of the guests quickly and seriously and giving them the best possible advice. It's about understanding the city and the guest. Nobody wants something artificial or someone who isn't themselves just because that's the norm. The days of standardized, anonymous and impersonal service are over. It's about breaking the barrier between guest and employee and enabling a special, unforgettable stay. Of course, we also wanted to represent our home in a decent and dignified way. We are proud to have grown up in Berlin and we want to show you this city. Our language and manner are simply part of it. But we had to internalize that guests are not customers. The word "customer" often sounds neutral and matter-of-fact. Customers buy a product or service, complete a transaction and go on their way. Just think back to your last online purchase. How much personality and warmth did you encounter?
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The difference
Guest relationships, on the other hand, go much further and, above all, deeper. They are characterized by warmth and solidarity that goes far beyond pure service. A guest is welcome and treated with respect - after all, he is interested in our home and our mission. This was very important to us from the very beginning. We never had to pretend anything, as many of our colleagues did. Our interest in guests and the real Berlin was genuine and our guests appreciate that. In contrast to the customer who simply uses a service, the guest is the focus at no tourist info and also the focus of our honest mission: We want you to feel well looked after, that your trip with us becomes a personal experience and that you also connect emotionally with the city. In whatever sense. It is about a serious understanding of the city.
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interaction and cordiality
In a traditional customer relationship, service is often characterized by efficiency and impersonality. With us, however, the authenticity of the city and warmth are paramount. We design our products to offer more than just information about the city. They create a real experience, a memory and, above all, plenty of material for conversation.
We don't just want to give you tips and information, we're interested in your personal view of the city. We want you to experience the city in your own way, without telling you what to do. That's exactly why our city guide is designed to show the real and honest sides of the city and recommend places that tell our stories. We want you to feel what makes the city so unique for you. Because that can be different for everyone.
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Our Homeland
For us, guests are never just our customers and this is reflected in our entire approach from the very beginning. We want to create an experience that goes beyond mere information and conveys the soul of the city in an atmosphere of appreciation and warmth. It is very important to us to represent our home fairly and correctly. This is a responsibility that we take very seriously. Because in the end, our guests should not only feel welcome, but also take away the feeling of getting to know a real part of the city.