A couple of months ago, my wife arranged a three night stay at the Four Seasons in San Francisco. We’d never stayed at this particular property before. One night in March, I arrived home and my wife informed me that she’d booked the hotel for the last week of the month. Excited about the trip and the hotel, I tweeted about it.

A day or so later, I received a tweet back from @FSSanFrancisco, the Twitter handle for the property, thanking me for choosing their property and asking if I had any special requests. I did – our 14 month old son would be joining us on our trip. A short dialogue continued, asking if we needed a sedan with a car seat, a crib, a babysitter (!), or anything else. I was impressed by the interaction we had and their attention to detail – even within the limits of 140 characters.

The day we were to leave on our trip, I received a notification on Twitter from the Four Seasons: “@lfatzinger Looking forward to your arrival today.” Again, I was impressed. However, our son caught a cold and we had to shift our stay to the following weekend. I called, changed our reservation, and sent a tweet stating I was disappointed our trip was postponed.

The next weekend, we flew to San Francisco as planned. Upon arrival in our room, we noticed the crib placed in the corner. A small table next to it had baby toiletries and diapers – in our son’s size. The staff placed protective foam padding around every table, desk and nightstand. Every plug was covered and not a single TV, phone, or electrical cable was in sight. A lot of thought and action about our comfort and our son’s safety had originated from a single tweet.

From that single tweet on the part of @FSSanFrancisco came at least five more from my wife and I about our experience. We shared pictures of the property on Facebook. We checked in on Foursquare every time we entered the property. We gave the property a glowing review on Yelp. I write this blog post today – over two months later.

Last week, my wife and I celebrated our third wedding anniversary. The weather was sunny and hot in Seattle, so I decided to take my wife to ART Restaurant at the Four Seasons in Seattle. The maitre’d seated us at a table overlooking the expanse of Elliot Bay. As soon as we sat down I checked-in on Foursquare. And, to my pleasant surprise, I noticed a “Special Here” flag on the check-in screen. It read: 10% off Your Entire Dinner Bill. Free Mini-Burgers for the Mayor.

When I spoke to our waiter about redeeming the special, she informed me that the Foursquare promotion was new and that I was the first one to redeem it. For that, she gave us not 10%, but 15% off of our dinner bill! Needless to say, I will be back.

Four Seasons Hotels, Resorts, and Restaurants. They Get It.

–As told by Leigh Fatzinger, CEO, Nology Media

They Get It is a series of blog posts about brands, nonprofits and individuals who use the power of social media in ways that truly change the experience for their audience, their community and those around them. These stories are told in the voice of a Nology Media team member.Did you enjoy this post? Like Nology Media on Facebook!