Exclusive Feature: In the hotel industry, there has always been a strong focus on the check-in experience—greeting guests warmly and creating a positive first impression.

One common and well-loved method is offering a “welcome drink.”

However, the importance of the checkout experience is often overlooked. Due to factors like peak-hour congestion or the emphasis on accurate billing, farewell moments can feel rushed or even neglected.

Before we dive into why it’s time to rethink the farewell experience, let’s revisit the function of the “welcome drink.”

Over the past few decades, the “welcome drink” has become a hallmark gesture in hospitality. In summer, arriving at a hotel and being offered a cold beverage—or finding chilled water waiting in your room—can be a delightful and refreshing touch.

But what about in winter? Would you rather check in quickly and get cozy in a warm room, or would you prefer to spend a few extra minutes in the lobby bar enjoying a complimentary cup of coffee or hot chocolate? It’s a lovely idea—but in reality, I’ve rarely seen this kind of thoughtful seasonal adjustment in hotels.

Finding a complimentary bottle of water in your room during winter doesn’t exactly feel like the peak of hospitality either. A piece of chocolate, on the other hand, might be a pleasant surprise—but again, this is all part of the first impression.

Now, let’s shift our focus to the last impression—checkout time.

Imagine something different: what if hotels paid just as much attention to the checkout experience as they do to check-in?

Picture this: it’s summer, and you’re checking out on a hot day. After settling your bill and saying goodbye, the receptionist asks you to wait a moment—then returns with a small gift bag. Inside might be a bottle of water, a piece of chocolate, or a postcard of the city or hotel. Regardless of how the rest of your stay went, this small gesture would likely leave you smiling.

Such an approach might be especially feasible for budget or economy hotels. For four- or five-star hotels and resorts, a more upscale touch could be offered—perhaps a small bottle of local wine or a local food souvenir. That kind of thoughtful farewell creates a lasting and memorable impression.

If you booked your stay through an OTA (Online Travel Agency), you’ll probably receive a feedback request via email a few days after checkout. So what will you remember most—the moment you arrived, or the way the hotel said goodbye?

Even if the first impression wasn’t ideal—or there were issues during your stay—a kind gesture at checkout can go a long way. Something as simple as a branded pen, a small toy or chocolate for a child, or a warm thank-you note can soften or even reverse a negative perception.

That’s why it’s time for hotels to shift their mindset and invest more care, attention, and creativity into checkout time. It’s not just how you welcome guests—but how you say goodbye—that truly defines the guest experience.

Dariush Alagha is a freelance journalist and blogger specializing in the hotel industry. He has published over 100 notes, articles, and interviews in Iranian hotel and tourism magazines, all in Farsi. Since 2014, he has also been working hands-on in the Italian hospitality sector, bringing practical experience to his writing and insights.