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The good news is: broken ribs can heal. The bad news is: your ribs punctured your lungs. You’ll have to wait six to eight weeks before you can travel.
Imagine getting that news. Now imagine it’s the first day of your first trip to China.
Kim Lawton, CEO of the NYC-based, female-led marketing agency Enthuse, was looking forward to the perfect bleisure trip: a work conference in Shanghai, followed by a tour extension to see other parts of the country. She doesn’t often have the time to dedicate to herself, running a successful agency and raising a daughter about to begin her college career. So when she was offered the opportunity to travel to Shanghai, she jumped on it.
A Dream Trip Turns Into a Nightmare
Sweeping in to sit at our table in a busy French bistro in Darien, Connecticut, seconds after finishing her conference call in the parking lot, Kim rapid-fired her first impressions of Shanghai: overwhelmed after the 20-plus-hour travel time, then the hustle and bustle at the airport—she called it “JFK x 100”—the language barrier, and arriving in darkness. But when she entered the W Shanghai, with that chic, modern “vibe” she had already come to know at other W properties, it felt immediately familiar and comfortable; the mark of hospitality excellence.
Before her diagnosis, Kim’s arrival in Shanghai was filled with the promise of adventure and discovery, setting the stage for what she thought would be the perfect trip. When she awoke the next morning, refreshed, it was to a whole new world as she looked out a wall of glass onto the vast panorama of the sophisticated waterfront promenade, the Bund. She was eager to delve in.
Then her perfect bleisure travel dream came to a screeching halt.
On her way to the first scheduled conference event at the hotel, Kim got turned around and couldn’t find her way. Not wanting to wind her way back, she decided to try a shortcut across the gardens, just down a flight of stairs, in spite of the rainstorm. In her hurry, she fell.
Hospitality in Action: The W Shanghai Steps Up
The W Food & Beverage Manager quickly came to her aid and accompanied her to the lobby, where he called Hotel Manager Amy Chen and the nurse on duty for their conference. As Kim picked herself up, soaked and embarrassed, she could never have imagined how pivotal the next few hours would be in redefining her perception of hospitality. She assured them she was fine—a little bruised, but fine. The nurse checked her vitals and offered to take her to the hospital, but Kim declined. She returned to her room with a dose of pain medication and their numbers in case she needed anything. Kim ordered room service, delicious chicken broth with noodles, and took a nap.
She awoke to severe pain. The nurse informed her she still had two more hours before she could take another dose of pain medication. Determined to salvage her time in Shanghai, Kim balanced her recovery with brief moments of exploration, finding solace in the city’s beauty even amidst her discomfort. But she could not make it another two hours.
Hotel Manager Amy Chen arranged for a chauffeur to bring Kim to the hospital and, more importantly, had the forethought to send along a team member, Lily Li, who would act as interpreter. From that moment on, Amy and Lily determined to make sure Kim had everything she needed. Everything.
Kim arrived at the Raffles Medical Center, a premier private healthcare facility she described as “like a spa,” to find that the nurse had already pre-registered her. The medical team awaited her arrival and immediately ordered a CT scan. Kim was never alone. The nurse and Lily were by her side.
The initial results showed Kim had potentially broken her ribs. She was sent back to the hotel with a brace, pain meds, and instructions to await more results.
For the next two days, she was able to join sessions at the conference and explored Shanghai’s luxuriant Yu Gardens, historic Bund, and impressive skyline from a scenic river cruise.
The Human Side of Leadership
With her test results in, Kim returned to the hospital to meet the orthopedic specialist, chauffeured by the same driver, with Lily at her side, all arranged by Amy. Kim explained that at this point, “It started to dawn on me that these women were my fairy godmothers." The care she received wasn’t just about service—it was about leadership rooted in empathy and empowerment, something she found particularly significant as a business leader herself.
Kim’s diagnosis shocked her: she had cracked her back, broken five ribs, and punctured her lung.
Kim’s diagnosis shocked her: she had cracked her back, broken five ribs, and punctured her lung. Though the doctor spoke English, she could barely grasp his words. It was Lily who comforted her while making clear the severity of her situation. Kim could not continue to the other destinations for her trip, nor could she return home. One false move, and her punctured lung could be fatal. She needed to stay within 20 minutes of the hospital.
She went into panic mode. Everyone at the conference, and all the friends she was traveling with, had to move on. Her family and friends could not come to her aid, as it would have required time to get visas. Her daughter was heading off to college. Yet, she was not alone. Lily stayed with her, consoling her and offering the reassurance she needed.
Kim scheduled a surgical consult, but in that short time, her lung worsened, and they performed surgery that day. Lily stayed with her for pre-op, waited while Kim was in surgery, and was there when she awoke.
During her 10-day stay in the hospital, while Kim waited with bated breath for the all-clear for her lungs, Amy and Lily visited her daily—even Amy, despite having a fractured left foot. They brightened the room with flowers, and Kim never once ate hospital food because the F&B Manager prepared special meals tailored to her preferences. It was only later that Kim learned this was a traditional sign of hospitality, making the gesture even more meaningful.
Lessons in Connection and Care
When Kim was released from the hospital, Amy once again managed it all. She picked Kim up at the hospital, where she had already handled the medical and insurance paperwork, organized for Kim in a folder. Then she accompanied Kim back to the W, where all her luggage and personal items awaited her in her room, along with a bouquet of flowers, balloons, and chocolates.
During her extended stay, Kim began to heal and finally felt like she was on vacation, taking advantage of suggestions on shopping, restaurants, sights, and trendy neighborhoods. Her co-workers and friends rallied behind her from afar, offering support and checking in regularly.
Kim’s experience wasn’t just a testament to excellent service—it was a reminder of how human connections can transform even the most challenging moments into lasting memories. The extraordinary planning and preparations by the team at the W Shanghai is a masterclass in hospitality.
Amy summed it up perfectly: “You really need to see what the guest needs, feel what the guest feels.” It’s a motto the hotel lives by: Whatever/Whenever. Own it and show heart.
To feel at home when we travel, and return enriched, is all any of us want. Even better to return with lasting friendships. Kim has kept in touch with Amy and Lily and has invited them to the U.S. next year. Where once she felt all alone, she found an entirely new set of dear friends.
That’s hospitality.
Contributor Maria Puma, president of Renaissance Journeys, is a lifelong traveler, learner, and lover of the arts; a curator of luxury experiences. She built her dream career by blending her decades-long expertise as a luxury travel expert, marketing executive, and writer. Her success lies in her ability to share her passions with others to create bespoke, once-in-a-lifetime, inspirational travel.