I first met Bob and Jeanette at the Campanile Glasgow Airport. They lived in Texas, where Bob was from, while Jeanette was Scottish born. They visited Scotland twice a year, both to reminisce and to experience new places. From the moment they checked in, I ensured they received a genuinely personal service. This included collecting their luggage from their hire car and making sure teams were aware and available around the clock. I contacted Melinda, our Head Housekeeper, as they were staying for a full week, and she personally visited their room to introduce herself and ensure everything was in place. Throughout their stay, all teams engaged with them naturally and warmly, contributing to a thoroughly enjoyable week. They later asked John, our Head Chef, who they should direct a formal compliment to for the level of service they had received across the hotel, with particular mention of Thom. It was only at that point that they realised I was the General Manager. They left detailed positive reviews and returned again, including two further stays at the Lorne, booking directly using my personal email. Sadly, Bob later passed away before any further visits could take place. I remember both Bob and Jeanette fondly, and their story has always stayed with me as a reminder of the impact genuine hospitality can have.