From Sledding Adventures to Granola Gifts: The Best Stories from ‘Unreasonable Hospitality’

Real-life moments that prove a little extra care goes a long way

What makes a restaurant—or any business—truly unforgettable? According to Will Guidara, it’s not just the food or the décor, but the stories guests tell long after they leave. ‘Unreasonable Hospitality’ is a treasure trove of such stories, each one a testament to the power of going above and beyond.

The Sledding Adventure: One of the most famous tales from the book involves a family dining at Eleven Madison Park on a snowy night. Noticing the children’s excitement at the snow, the staff arranged for sleds, a chauffeured SUV, and a magical evening in Central Park. The cost was minimal, but the memory was priceless. This wasn’t just a nice gesture—it was a strategic investment in word-of-mouth marketing and guest loyalty.

The Granola Gift: Sometimes, the simplest ideas are the most powerful. Instead of sending guests home with fancy pastries, Guidara’s team decided to offer jars of homemade granola. This humble, practical gift became a signature touch, showing guests they were cared for even after they left. It’s a reminder that hospitality isn’t about extravagance—it’s about thoughtfulness and personal connection.

Personalized Surprises: The book is full of examples where staff went out of their way to personalize the experience—like creating a menu around a guest’s favorite childhood dish or arranging a surprise for someone celebrating a milestone. Each story is a lesson in listening, creativity, and the power of small details.

Empowering Staff: Many of these moments were made possible because staff were empowered to act without layers of approval. When people feel trusted, they’re more likely to notice opportunities and take initiative. This culture of empowerment is a key ingredient in every story Guidara shares.

These stories aren’t just entertaining—they’re instructive. They show that with a little creativity, trust, and a willingness to break the rules, any business can create moments that guests will never forget. The legacy of ‘Unreasonable Hospitality’ is a collection of stories that inspire others to do the same, spreading kindness and connection one gesture at a time.