What Makes an Orient-Express Hotel an Orient-Express Hotel?

March 25, 2010 at 3:29 PM | by juliana | Comments (0)

The Ritz Madrid

HotelChatter walks into a room full of general managers....

Last week, we were invited to meet several general managers at Orient-Express Hotels from around the world. The luncheon was held at the The Montage Beverly Hills (not an O-E hotel by the way) in their rooftop Conservatory Grille. As we sipped on white wine and picked at our John Dory, we were on a mission--to figure out just what makes an Orient-Express Hotel an Orient-Express Hotel.

Our first and only experience at an Orient-Express Hotel happened back in 2007 during a honeymoon stay at The Observatory Hotel in Sydney. While we weren't blown away by the hotel's design or in-room amenities, we were thrilled with the attentive service, something we could not seem to find at the Park Hyatt Sydney where we had stayed the night before.

And so that is often our go-to opinion of Orient-Express Hotels. Great service in a luxury setting. But we've always wanted more out of Orient-Express.

Something to easily identify the Orient-Express experience in our search for hotel stays sort of like how you know what to expect from a Four Seasons or a Ritz-Carlton, whether it be a branded set of amenities, concierge services, keeping track of our likes and dislikes, our pillow preferences, loyalty points, etc.

Yet, there's none of that at Orient-Express.

The Hotel Cipriani in Venice

Despite our repeated attempts to get the GMs to tell us what all the Orient-Express hotels have in common, we couldn't find anything more beyond great service, a luxury experience and an interesting location.

In short, what makes an Orient-Express Hotel an Orient-Express Hotel is that it's completely distinct from the others. The hotel was chosen to be a part of the group based on its individuality and the unique experiences it could offer to guests.

Indeed, that's what can be found on Orient-Express website:

We are curators of unique experiences. We gather together the delightful, the unexpected, the authentic, the meaningful.

Slowly, we started to come around to understand what the GMs were telling us--Orient-Express Hotels is the luxury alternative to the chain-brands out there. Their hotels are for the traveler who's willing to see and do things on their trips, not just stick to the comfort of their club floor lounge. (Although some Orient-Express hotels do have their own club levels.) Most importantly, their service makes them stand out from the other luxury brands as well.

Also, let's not forget that Orient-Express started out with the exotic world of train travel which has now branched out to include hotels, restaurants, safaris and riverboats, giving you the ability to keep your adventure itineraries within one group.

So we can respect the Orient-Express hotels staying true to themselves but we still think they could implement some sort of loyalty program. Not necessarily rewards points but a little something to reward loyal O-E guests.

Until then, the best way to get any perks may be simply to ask. One general manager told us that the general managers often talk to each other and can put in a good word for guests from one property to another.

We'll have more on Orient-Express tomorrow including their new upcoming properties opening in 2010 but until then, what are your thoughts on Orient-Express Hotels? Do you have a favorite hotel and if you are a repeat guest, why so? Tell us in comments below!

[Photos: TomBarnes20008/Hotel Cipriani]

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