“you unpack and settle in.” The program proved a major source of learning about the small, irritating “workarounds” that hotel customers faced, such as having to place the suitcase of a traveling companion on the floor because the hotel only provided one luggage rack, having to unplug and find a place for hotel-provided hair dryers when guests bring their own, and much more. By “listening with their eyes,” hotel employees found ways to enhance the customer experience that guests may never have suggested on comment cards.”