Tag: Hotel ServiceView All Tags
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.
Last week, we told you about the best hotel gift ever – the individualized presents that the Grand Amore Hotel & Spa in Florence gives to every guest upon departure. For us, it was a set of stamps featuring our favorite Italian author; for you, it could be… well, it depends on what you tell them your hobbies are on the pre-arrival questionnaire.
Compared to that, the rooms themselves are going to pale in comparison, right?
Breakfast dress code at the Bauer Il Palazzo, Venice
It’s time for another OpenThread! Last week we discussed the pleasures of hanging out in hotels. Today, it’s time for some detail about said hanging out. Largely, do you abide by dress codes?
I’ll start off. Being English, and having enjoyed my seminal hotel moments in Europe, I am a stickler for dress codes. In real life, I’m a dress down kinda girl. But when I visit hotels, I’d rather be over than underdressed.
Hotel Service Charges / Hotel Service / Snapshot / London Hotels / Belgravia Hotels / Luxury Hotels / Hotel Bars / → All Tags
Service charges – a topic that’s been in our minds on HC recently. The ethics of room service charges got us all wound up the other week, but what about normal service charges – the type that get added automatically to your bill, before you can say whether or not you wanted to leave a tip?
Automatic gratuities are becoming the norm in London now, with 12.5% the normal whack (apart from our funny little friends at Belgraves who automatically add 15%, thank you very much). For reference, 10% is what one would normally tip in London.
But here is the genteel way to present your service charge:
Thompson Hotels / London Hotels / Belgravia Hotels / Hotel Restaurants / Hotel Rants / Hotel Service / → All Tags
Pont St on Sunday, which we'd been told was fully booked
We need to talk about Belgraves.
When Thompson’s first London (and first non-US) hotel opened three years ago, there were teething problems. Many. I stayed on opening night, and my stay was so amateur that when I outlined what had happened at check out, a manager offered me a voucher for a free night’s stay any time in the next year to make up for it. I never cashed in that voucher, because I was so bummed out by my first experience that I couldn’t really be bothered to go back.
As it happens, I live pretty near Belgraves, and, over the last three years, I’ve tried to give it a chance. I’ve gone for drinks, breakfast, dinner, an abortive attempt at afternoon tea (we left after trying to get the server’s attention for over 20 minutes). The service has been mediocre to dire every time. I had given up on it.
But now I am getting worried about Belgraves.
HotelChatter 2014 Awards / Openthread / Hotel Service / Hotel Afternoon Tea / London Hotels / Maybourne Hotels / → All Tags
It's that time of year again: the 2014 HotelChatter Awards! Today and tomorrow, we'll be showcasing the best (and worst) of hotels over the past year. But we couldn't do it without you! Let us know your thoughts in the comments below, or shoot us an email. And the Award goes to...
OpenThreads are our way of handing over the microphone to you, dear readers. We put forth a topic, a dilemma, a question, a preference, or an opinion and you let us know how you really feel.
Past provocative OpenThread discussions have involved the travails of tea-making, the glories of good service, and evil minibar pricing, but the one that proved most provocative this year was the recent Claridge’s breastfeeding incident.
Was it right of London’s grande dame to ask this mother to cover up with a “ridiculous shroud” while she fed her baby?
She said no. The women who staged a mass “feed-in” protest outside the hotel agreed with her. The internet was split.
But you, HotelChatterers, were unanimous. Claridge’s were entirely within their rights to ask her to cover up.
OpenThread / Hotel Service / Hotel Hell / Hotel Afternoon Tea / Maybourne Hotels / Family-Friendly Hotels / Luxury Hotels / London Hotels / → All Tags
Afternoon tea at Claridge’s is a London institution. Afternoon tea at Claridge’s in the run-up to Christmas is a global institution. Seats are like gold dust: even when we stayed overnight a couple of years ago in December – in a posh suite, for goodness’ sake! Costing over a thousand pounds! – there was no room for us for tea.
So when Louise Burns turned up for tea with her mother, sister and newborn baby, it was obviously a long planned, much longed for treat.
But then it soured when she started breastfeeding and the hotel brought over a napkin and asked her to cover up.
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:
Hotel Service / Botlr / Hotel Robots / Aloft Hotels / Hotel Technology / California Hotels / Cupertino Hotels / Cupertino Aloft / → All Tags
Named for its purpose and state of mind, Botlr, the robotic servant is currently at the tail end of a test run at the Cupertino Aloft in California. We told you all about Botlr last month but in case you need a refresher, here's how he/it works:
After receiving a request that needs to be delivered, such as a snack or small amenity, a hotel employee programs the robot by hitting a few buttons. Botlr then uses the hotel Wifi to interact within the hotel and perform tasks, such as calling and directing the elevator to a specific floor. It is programmed with a mapping system that allows it to navigate through the property, the exact same technology used by Google's self-driving cars. Cameras help it avoid obstacles and real people.
When it arrives, it uses a signal to call the room telephone and alert the guest. Sensors allow Botlr to recognize when the door is opened and lift the lid on its storage container. And instead of being silently pressured into giving a tip, guests can enter a review for Botlr on its flat panel display screen. If it's a positive review, the Botlr will do a little dance. Well, that solves our problem of not having enough cash on us.
Hotel Service / Hotel Amenities / Mexico Hotels / Punta Mita Hotels / Nicaragua Hotels / Four Seasons Hotels / → All Tags
Infinity pool at the Four Seasons Punta Mita
Gaining a competitive advantage has always been part of the hotel business, but as the number of properties worldwide continues to increase and marketing efforts such as "beachfront," "all-inclusive," and "luxurious" become diluted, resorts are now going to the next level in order to distinguish themselves from the pack. For example, this hotel in Peru hired help that will literally bend over backwards for its guests, and lord knows we've seen our fair share of interesting hotel packages.
Enter the latest move by the Four Seasons Punta Mita, who recently launched what we're calling water waiter pool service. That is, waiters who wade into the water so you don't have to leave the edge of the infinity pool to retrieve a fresh drink. The new service is like clockwork. Beginning at noon, these "amphibious waiters" suit up and make a delivery to swimmers every half hour, whether its a smoothie, coffee, or adult beverage.
Our front desk guy has been stressing the importance of great hotel service in the past few weeks but this five-star hotel in Peru is going to the extreme.
The Sol & Luna Lodge and Spa, a new addition to the Relais & Chateaux portfolio in the Urubamba Valley, has hired four former Cirque du Soleil acrobats who perform outdoors on the trapeze and ropes with the views of the Sacred Valley of the Incas in the background.
Yes, it's come to this. Hotel are now so eager to please their guests they have hired people who will literally bend over backwards for them. Guess we can't really complain about that.
Superior Casitas at Sol y Luna, which is 30 minutes from the Inca Rail to Machu Picchu and an hour from Cusco, start at $266 a night and that includes free WiFi.
[Photo: Sol & Luna]
Back in January, we got in a cab in front of our hotel and took it across town. A few minutes after arriving at our destination, we realized that our phone was no longer in our pocket and had fallen out in the cab. What ensued next was about an hour of panic and scrambling, calling the cab company and trying to get in contact with the driver. Because we didn't have the cab number, we were completely out of luck, never able to get in touch with the driver to see if the phone was still there in the back seat.
It was an experience that happens to the best of us when traveling, and it was obviously not something to blame on anyone else. But this week, a simple gesture by a hotel helped to make sure it didn't happen again. We bunked up at the Shangri-La in Bangkok, and every time we hopped in a cab, the bellman handed us a little card with all our cab's information on it. Luckily, we never had to use it, but we thought it was a really solid move, and one that would be a lifesaver if we forgot something in a cab. It would have certainly helped us back in January.