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Last summer when we had the customer service experience to end all customer service experiences at Claridge’s, we said that we couldn't imagine many other London hotels being so pro-customer and ultimately ensuring our repeat visits.
Well now it’s time to add another London hotel to the amazing, out-of-the-ordinary service list: The Mandeville.
Hotel News / Boston Hotels / Hotel Doormen / Hotel Staff / Fairmont Hotels / Hotel Heaven / → All Tags
Here’s a warm and fuzzy story to keep that holiday buzz going, and well—it’s actually something warm and fuzzy. One doorman in Boston went above and beyond, and in doing so the Fairmont Copley Plaza might just have become the go-to property in that city.
From the folks over at CBS Boston, Michael Eades has worked at the hotel as doorman for well over 20 years. Recently he has found a special place in his heart for a 12-year old boy living at the hotel with his mom, as the little guy seeks treatment for a rare disease at a nearby hospital.
Hotel Spas / Funky Spa Treatments / Sumba Hotels / West Sumba Hotels / Hotel Heaven / Indonesia Hotels / Island Hotels / → All Tags
The view from your bale
Safaris and spas – two hotel-related things that we either love (the latter) or know we would love (the former). So we’re all over the Spa Safari that Nihiwatu on Sumba - an island in the Indian Ocean 250 miles south-east of Bali, and an hour’s flight from Denpasar – will launch next month.
It’ll take an entire day, the spa safari, crossing the island to Nihi Oka, a clifftop bale (traditional open air pavilion) overlooking the ocean below. You can get there either by foot (90 minutes) or – the luxury option – by car. Because why would you work up a sweat when you’re about to get slathered in fine oils?
Hotel Weirdness / Hotel Packages / Hotel Heaven / Tokyo Hotels / Female-Friendly Hotels / Women-Only Floors / → All Tags
Ladies, do you love the catharsis of a good weep? Do you long to spill your tears, but are afraid of the neighbors overhearing? Then boy do we have a plan for you. You need to get yourselves over to Tokyo and book a special “crying room” at the Mitsui Garden Yotsuya hotel.
At your disposal:
If you’re anything like us (and if you are, you have our sympathy), you will have a tiny fear of hotel toiletries. Of course, they smell delicious. Of course, they might even do wonderful things to your body and your hair. But how can you be sure they’re really hygienic?
It’s a subject we discussed in the comments a couple of weeks ago, but this week, we were pleased to find a potential solution. This is how the Starhotels brand in Italy deals with toiletries. They’ve invented a genius bottle where the lid is also the safety cap:
Hotel Gifts / Hotel Heaven / Concierges / Hotel Concierges / Strange Requests / Florence Hotels / → All Tags
Cast aside all thoughts of Nicolas Cage photos by your bedside. Here is a concierge story to end all concierge stories.
The questions translated fairly clearly into action, and it soon became clear just why they’d asked so many questions – because this is a hotel that showers you with gifts from the moment you check in.
Things I received over a two-night stay:
OpenThread / Hotel Service / Hotel Heaven / Anantara Hotels / Phuket Hotels / Thailand Hotels / → All Tags
It may not look much, but what it represents is pretty huge.
This is a plate of turmeric, which I was handed the week before last during my stay at the Anantara Phuket Layan, Anantara’s newest Phuket hotel, which opened in January in a cove at Layan, near Bangtao Beach.
Why was I handed a plate of grubby roots? Because the previous day, I’d learned that in Thailand, turmeric is a widely used remedy for mosquito bites (FYI: it works brilliantly). So the following morning, I asked the breakfast staff whether there was any turmeric in the kitchen. No, they said, but we can go and buy some for you if you'd like. I said no thanks, and thought no more of it, going off to the beach to itch. Twenty minutes later, a member of staff rushed up, proffering this plate of turmeric. Now that is customer service.
Of course, service standards in SE Asia are always head and shoulders above those in the West, but Anantara Layan really stood out, even by Asian standards. Over the course of three days there, here’s what various members of staff did:
Now this is how you encourage repeat visitors.
When we checked into the Vintage Hotel in Brussels a few weeks ago, we found this confection on the bed. Two Jules Destrooper waffle cookies – yes please! And this “keep calm and let’s make a deal” card which, when you turned it over, offered 10% off future stays.
Now, of course, 10% isn’t much, not for a hotel where rooms hover around the €100 mark. It’s not the kind of deal to see you hopping on the next Eurostar. But that’s not the point – the point is that it makes you think they value your patronage, and that’s the kind of thing that makes you want to book again.
Hotel Heaven / Luxury Hotels / London Hotels / Hotel Staff / Customer Service / Maybourne Hotels / Hotel Bars / Hotel Cocktails / → All Tags
Claridge's Juleps (£18 each)
There’s been a lot to depress us about the London hotel scene recently. Homophobes and boycotts. $127 drinks. Finding out that some of our favorite hotels have minimum spend policies. So when a luxury hotel in London steps up to the plate in terms of superb customer service, and reinforces our every hope about them, instead of dashing said hope into little pieces and then grinding it into the floor with a steel-capped heel, we should all rejoice. Put your hands together then, ladies and gents, for Claridge's.
Last Thursday, I went for drinks at Claridge’s with a friend. Drinks at Claridge’s has always seemed a little intimidating and out of budget for both of us, despite my having stayed there once, and both of us having watched the BBC documentary about Claridge’s more times than is good for us. It’s not your average after-work bar; it’s Claridge’s. Not only that, but there are two bars at Claridge’s: the normal one, and the tiny, sexy, marble-clad, gold-leafed, Lalique-glassed Fumoir that seats only 36, bans photos, and has a no reservations policy. That was the one we wanted.
I arrived first, and approached the Fumoir gingerly. Of course we have room, madam, said a man in a plum-colored velvet dinner jacket. Which table would you prefer? I picked the best table. He allowed me to do so. Score one to Claridge’s.
A few months back we talked about our pet peeves design-wise when staying in a hotel. But of course, there are a ton of things we love very much about hotel rooms. (There has to be, otherwise we wouldn't keep on coming back!)
So in this merry and joyous holiday season when everyone is
buying Oprah's list of thinking up their "favorite things" we decided to compile a list of our 10 Favorite Things Found in Hotel Rooms.
Admittedly, this is a mix of amenities, furniture and technology but all of this plays into the overall design of the guestroom and more importantly, the overall hotel experience.
Today, we welcome our very own hotel Agent Zero, the first in what we hope to be a larger network of hotel spies. Her not-real name is Myra Ellen and she's our version of Alex Goran who travels once a week for business, usually along the Eastern seaboard. Every so often, she'll be dropping in with her latest hotel and travel observations. And awwaaaaay we go!
I stayed at the Thompson LES recently and experienced a Manhattan nighttime first: silence.
True silence from about 11pm until maybe 7:30am. No street noise, no doors slamming or hallway clatter, no ruckus of any kind. I'm still bewildered by that and wonder if perhaps I was actually in a coma. It's hard to explain how rare this phenomenon is for me.
Where, I wondered, were the trucks? The sirens? The garbage trucks? And since this is a Thompson hotel, where was the thud-thud-thud of the lounge music? The answer: if it was there, we didn't hear it.
Ed. Note: Maybe the hotel really took the neighbors' complaints to heart.
When our friend told us this story, we just knew we had to share, because it's stuff like this that takes the chill out of a cold, cold day.
One night, while on business in Huntington Beach, CA, our friend* proceeded to get absolutely wasted, lose her wallet and arrive at her hotel a sobbing, disoriented mess.
It was in this state that the front desk of the Hyatt Regency Huntington Beach Resort & Spa came to her rescue, calling every bar she had been to that night in search of her wallet, even calling the airline to see how she could board the plane for her flight home sans ID. (The wallet eventually showed up, fully intact, courtesy of that night's cab driver—more warm and fuzzy feelings!)