The Power of the Little Things

By: Melissa Prescott, Senior Account Executive, San Diego

Picture this: you’re halfway through a whale-watching excursion. The sun is shining, the ocean breeze is on point… and the whales? Yeah, they ghosted you. Your guests could easily walk away thinking, Well, that was nice, but…

Unless, right at that “but,” someone appears with a tray of freshly shucked local oysters and pours a splash of crisp local white wine into their glass. Suddenly, no one’s talking about the no-show whales. They’re Instagramming the hell out of your “land meets sea” moment and telling everyone you and your team clearly have next-level taste.

That’s the thing about high-impact small touches: they’re the difference between just fine and “best. day. ever.” They’re the foundation of an unforgettable guest experience. The beauty? They don’t have to be complicated. They just have to feel intentional.

So let’s talk about the kinds of “you read my mind” moments that elevate the guest experience from nice to chef’s kiss.

1. Feed Them Like the Locals Do

Nothing says “generic group tour” faster than a box lunch that could’ve come from anywhere. Your people didn’t travel across the country for a turkey sandwich on white bread. They came for a sense of place, and you can serve that up on a platter. Literally.

Think high-end picnic spreads from a mom-and-pop deli with a cult following. Beer tastings from a local craft legend mid–catamaran sail. A quick stop at the tucked-away bakery that’s been making melt-in-your-mouth cookies for four generations.

The win here isn’t just good food, it’s that “you can’t Google this” factor. Sure, anyone can book a wine tour. But not everyone gets the behind-the-scenes bottle pull from the vintner who saved a barrel just for your group.

Pro tip: You’re likely providing F&B anyway, so why not lean into the local flavor? It costs about the same but lands way harder.

2. Plan for the “Ahhh” Moment

This is the hospitality version of that first sip of cold water after a run. Build in little comforts that guests didn’t know they’d want but will absolutely notice when they appear.

• Real towels for water sports so guests aren’t awkwardly deciding whether to steal one from the hotel, charging your master account in the process.
  
• Chilled hand towels post–summer walking tour, because nothing says “we get you” like a little heat relief.
  
• Snack upgrades that feel grown-up. Think charcuterie cups or bakery-fresh pastries instead of the chewy bars your kid takes to soccer practice.

It’s not about going overboard. It’s about those small, refreshing, thought-of touches that make guests feel cared for and create a better guest experience overall.

3. Hide a Surprise Inside the Itinerary

Your agenda might say “Old Town San Diego Tour.” What guests don’t know is that it ends with a private churro cart serving warm, sugar-dusted magic while a local Latin guitarist or mariachi band plays.

Or maybe they think the day wraps after the USS Midway museum tour until you lead them down to the dock for a surprise speedboat ride across the bay.

It’s the “bonus round” mentality: build in one small, delightful curveball they won’t see coming. People love an itinerary plot twist, especially one they’ll brag about later.

4. Make the “Oh No” List Before Guests Do

Ever been halfway through a coastal hike and realized you forgot sunscreen? Or boarded a boat without seasickness bands? Or discovered the bug spray’s back at the hotel?

Here’s where you save the day: a little “just in case” kit for each excursion. Toss in sunscreen, bug spray, cheap but decent sunglasses, and anything else that could prevent a mid-activity meltdown.

Bonus: this is a branding goldmine. Your sponsor logo on those sunglasses? It’ll live in someone’s car cup holder for years as their emergency pair.

5. Make Gifting Part of the Fun (Not Just a Takeaway)

Yes, you could hand someone a branded hat. Or, you could turn it into a moment.

Before a hike, set up a trucker-hat patch bar where guests choose and attach their own. Before a sailing trip, offer custom embroidery on windbreakers. About to tour the USS Midway aircraft carrier museum? Surprise them with a selection of classic aviators.

When the gift is interactive and tied to the activity, it’s not just swag. It’s part of the experience. Plus, they’ll actually use it.

6. Tailor Touches to the Terrain

Let the local flavor lead by matching your extras to the setting. In San Diego, that means tapping into its buffet of experiences from beaches and desert hikes to city food tours and world-class attractions. So don’t serve the same side dish every time. Match your “extras” to the setting.

• Beach day? Branded towels, fresh-pressed juice, and that sunscreen kit.
  
• Zoo trip? On-the-go snacks and reusable water bottles.
  
• Neighborhood food crawl? Local beer flight to kick things off.
  
• Whale watch? Well… we already covered the oyster situation.

The key: make each touch feel destination-specific, not “copy-paste from last time,” because a thoughtful guest experience is always tied to place.

Why This Works (And Why It’s Not “Extra”)

These touches aren’t about spoiling guests for the sake of it. They’re about:

• Anchoring memories with sensory details (taste, touch, surprise)
  
• Showing intention and proving you considered their comfort before they even had to ask
  
• Creating stories they’ll share (which, let’s be honest, is free PR) 

When attendees feel like everything was thought of, they start to believe you can’t be replaced. And that, my friend, is priceless.

Your “Wow Factor” Checklist

Steal this. Use it. Make it your own. Here’s what to run through for every activity:

1. Local Flavor: Is there something guests can taste/drink/try that’s rooted in the destination?
2. Comfort Boost: What will physically make them feel better during or after the activity?
3. Surprise Element: Is there a twist they won’t see coming?
4. Emergency Kit: Did you cover the “oh no” scenarios?
5. Interactive Gift: Can they customize or choose something before the activity?
6. Tailored Touch: Does the extra match the setting and activity type?
7. Parting Moment: What’s their final memory as they leave?

Run your excursion plan through this filter, and you’ll catch those easy wins before anyone even steps on the bus.

At the end of the day, guests remember how they felt. Delivering a memorable guest experience—anticipating needs, reading minds, and making them look cooler on Instagram—is the ultimate extra-mile moment.

And the best part? You don’t need a bigger budget to pull it off, just a little foresight, a local hookup or two, and maybe a tray of oysters in your back pocket. (Metaphorically. Please don’t keep oysters in your pocket.)