Tag: Hotel Services

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Viceroy Sugar Beach Lets You Buzz a Butler From Anywhere

December 12, 2014 at 1:06 PM | by | Comments (0)

Remember that bright red phone that went straight to Batman’s cave, summoning him whenever crime was afoot and a superhero was required? Well, Viceroy Sugar Beach Resort in St. Lucia has one of those. Except it’s not red, necessarily. And it doesn't summon Batman, but rather, your butler.

But this one works from the beach. And if you find yourself in a dire champagne emergency — well, let’s just say that not all heroes wear capes.

We recently spent some time at Sugar Beach, a resort replete with amenities throughout its luxury villas--from infinity plunge pools overlooking the sea below, to full wet bars stocked with local beers and rum. (Also awesome: private terrace views of a spectacular Caribbean sunset flanked on each side by the lush Piton mountains.)

One of our favorites, though, is the handy provision of Firefly mobile phones. The brand is typically treated as a “starter cell” for kids, since the phones are restricted to dialing among a handful of pre-programmed numbers. Sugar Beach, however, cleverly repurposes them as service bells, basically.

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'Welcome Back': The Art (and Science) of Recognizing a Loyal Guest

December 4, 2014 at 1:35 PM | by | Comments (3)

Recently, a reader and frequent hotel guest was exasperated that a hotel did not recognize his repeat stays, asking the forced and scripted question,"Have you stayed with us before?" each time he checked in. We turned to our Front Desk Guy, Aditya Rajaram to answer why this happened. As hotels ramp up their "let's be friends" and "we care about you, really" marketing schemes to entice the "new generation" of travelers, we thought this was an important aspect of the hotel experience to analyze. Here's his take on it all.

The question of loyalty at hotels is perhaps one of the most fundamental questions in hospitality. The ability to recognize and appreciate a returning guest is a balancing act between art and science. The "science" of it is left to the multiple hotel company systems and databases that store prior stays, preferences and options but the "art" comes from the hotel employee's ability to filter through all the data, and perhaps rely on their own memory system, so they can genuinely welcome back each guest and provide them with a customized stay.

Unfortunately, both science and art can fail, leading to a really bad scenario. When this happens, the hotel does not only have the requisite guest information (history of stay, preferences etc) on file but they do not appropriately reward their loyalty with warmth, relevant perks or a heightened level of service.

Below, I'll explain how recognizing repeat guests *should* work, as well as explain what commonly goes wrong.

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Kimpton's 'Forgot It? We've Got it!' Extends to Halloween Costumes at The EPIC Hotel

Go To The Hotel's Web 
  Site Where: 270 Biscayne Boulevard Avenue [map], Miami, FL, United States, 33131
October 27, 2014 at 5:11 PM | by | Comments (0)

We've long been a fan of Kimpton Hotels' Forgot it? We've got it!" amenity program, which sends up, on request, any toiletries that guests may have forgotten to pack from contact lens solution to straightening irons. But now at The EPIC Hotel in Miami, the amenity program extends to Halloween costumes.

That's right, if you've forgotten to pack your sexy ladybug costume, or just decided on a whim to go trick or treating, the EPIC Hotel can lend you a costume to wear for the night.

We inquired about the Halloween costume choices and they include the following:
· Clown make up
· Clown noses
· Rainbow bow tie
· Child & adult cat costume
· Bunny ears
· Various mustaches
· Venetian masks

And if you stay at the hotel on Halloween, you can indulge in special pumpkin oil aroma therapies and massages from the hotel's Exhale Spa during the hotel's complimentary wine hour. A Halloween candy buffet will also be on display. Over at the hotel's bars and lounges--LILT, Area31 and a the rooftop pool deck, speciality Halloween cocktails will be served too.

Rooms at the EPIC start at $249 a night.

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Well, Here's One Way For a Hotel to Draw Attention to Itself

Where: Macau
September 25, 2014 at 8:57 AM | by | Comments (0)

Rolls Royce Phantom

Here's one way for a hotel to drum publicity before opening: Place the world's single-largest order for Rolls-Royces ever.

Set to open in 2016, the Louis XIII Hotel in Macau has bought 30 - yes, 30 - Rolls Royce Phantoms to use as shuttles for guests. Two of the cars will be the most expensive models ever commissioned.

There were no figures released on how much the cars were purchased for, but given that the hotel recently raised another $135 million in funding, we're guessing money was no issue. The total cost of the hotel, shown in rendering format below, will be about $1 billion.

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Are Hotel Wristbands Something That Hotels Should Be Investing In?

September 2, 2014 at 1:24 PM | by | Comments (4)

The newly-opened EVEN Hotel in Norwalk, Connecticut

The development of the EVEN Hotels brand has been an interesting thing to watch as it attempts to appeal to travelers, presumably of the business variety, who want to stay in shape while on the road. And it's introduced some ideas and concepts that are sure to keep even casually health-conscious people thinking fitness, including "in-room training zones" and an in-house restaurant concept that makes it easy to make good decisions.

Obviously, the idea is to attract active guests. Which is why we're curious to hear your thoughts on the brand's latest guest service offering: Waterproof wristbands that act as the room key and a form of cashless currency.

According to a press release, the wristbands will reflect the "new, wellness-oriented hotel brand's efforts to appeal to particularly active guests." They cost $8, but can be kept and reused on a future stay. The wristbands can even be customized with a company logo.

Hmmm... guess that takes the "presumably" out of the above statement about EVEN Hotels going after business travelers. It's convenience for repeat guests that is for sale here, and there's probably a small underlying assumption that active guests are likely to rock an athletic-type wristband.

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At Last! A Hotel Robot That Actually Seems Pretty Useful

August 12, 2014 at 10:34 AM | by | Comments (0)

The practice of using robots in hotels is rare but not new.

We came across a space-themed capsule hotel in China entirely staffed by robots. Way back in 2006, a Sheraton Hotel in Japan unleashed some robots to greet guests. The Hotel @ MIT has a robot on display and of course, we cannot forget about the Yotel luggage robot in Times Square. Yet while these were all innovative additions, with the exception of the Yobot, these hotel robots really didn't fulfill a service need for guests. Until now.

The NY Times reports that the Aloft Hotel in Cupertino, across from Apple's headquarters, will start using a Botlr Robot by Silicon Valley start-up Savioke on August 20. (Follow the adventure on social media with the hashtag #MeetBotlr.)

The Botlr's mission is simple. It "will shuttle items from the hotel lobby desk to guest rooms." So let's say you've just got settled into room and have changed into your pajamas when you realize that you've forgotten a toothbrush. Instead of going back downstairs or calling housekeeping and waiting forever to have a toothbrush delivered, the Botlr will bring it up to you. Here's how Botlr does what it does:

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Books and Booze: The James Knows What We Want

July 15, 2014 at 6:47 PM | by | Comments (4)

While most hotels are introducing new services to guests via in-room tablets, James Hotels are going a different route.

The boutique brand has partnered up with writer, author and humorist Joel Stein, who we first fell in love with during his stint on VH1's "I Love The 80s" show, to create a new literary program for guests.

Stein has chosen four paperback books for each James location--New York, Chicago, Miami and the upcoming Los Angeles hotel--which guests can read during their stay. The books will be available in the living libraries at each hotel but in New York and Miami, the books can be also uploaded to the eReaders and Kindles that are available (So, it's still a tech-forward program.)

But that's not all. Master mixologist Johnny Swet who does the libations at JIMMY in New York, has created cocktails that pair with each city's corresponding books and personalities. Hmm, we're seeing a pattern here--James, Joel, Johnny. Maybe with my name, I could get a job too?

Here's what on the James summer reading list, as selected by Stein and the corresponding cocktail as crafted by Swet:

NEW YORK
· The Big Short by, Michael Lewis: “Sure, there’s advertising and media, but this is actually a one-industry town and that industry is money. Michael Lewis explains how our economy depends entirely on a bunch of traders who don’t entirely know what they’re doing and how they messed up in 2008.”

· A Visit from the Goon Squad, by Jennifer Egan: “Unfortunately, you have to finish the novel to feel all the disparate stories come together, but I hereby give you permission to steal it. I’m guessing I’m empowered to do that.” Heat by, Bill Buford: “Everyone in New York is a part-time restaurant critic. You’re going to spend a lot of time talking about where to eat and what you thought of where you ate. So you might as well read this and find out how hard it is to cook that meal.”

· From the Mixed-up Files of Mrs. Basil E. Frankweiler by, E.L. Konigsburg: “Yes, it’s a kid’s book. But that’s exactly what you have time for in a hotel. And if you take the book’s advice and check out of this hotel, hide in the Met after it closes, sleep there and buy street food with the coins you find in the fountain, you’ll save your company a lot on your expense report.”

· New York Cocktail Pairing: Blood & Sand - a classic cocktail that blends Chivas Regal Scotch, Sweet Vermouth, Cherry Herring and Orange Juice.

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Thompson Chicago Now More Luxe, Thanks to New Lexus Rides

Go To The Hotel's Web 
  Site Where: 21 E Bellevue [map], Chicago, IL, United States, 60611
July 11, 2014 at 12:36 PM | by | Comments (0)

It's not a rare 1961 Ferrari GT California but it is pretty sweet.

Thompson Chicago has revved up their offerings for hotel guests, thanks to a new partnership with Lexus.

Guests can ride around town in a sleek Lexus IS 350 convertible or a ginormous LX 570 LUV--luxury utility vehicle--without any mileage restrictions, i.e. no one telling you the ride is only good for a one-mile radius from the hotel. The rides are complimentary and feature a pre-programmed navigation system with addresses to Chicago landmarks and nearby road trip destinations outside of Illinois. But of course, you'll still rely on Google Maps anyways.

Guests can also choose to ride in the house car, which is an LS 460 L flagship sedan, driven by a personal chauffeur and equipped with complimentary bottled water, the Chicago Tribune newspaper and Wi-Fi mobile hotspot functionality.

Rates next weekend at Thompson start at $429 a night so having the use of a Lexus during your stay makes that a little more bearable. And if you already own a Lexus, you can book the Thompson Chicago through the Lexus Drivers Site and get a $100 hotel credit which can be used towards dining and drinks at the hotel's Salone Nico or Nico Osteria.

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7 Cool New Things We've Seen at Hotels This Year (So Far)

May 20, 2014 at 1:14 PM | by | Comments (0)

We're pretty jaded folk here at HotelChatter. There's not much that we haven't seen already when it comes to amenities and services. But lately, hotels have been killing it, rolling out novel or useful or just plain fun goodies that hotel guests of all tax brackets can enjoy. Naturally, we thought it was worth a round-up. Now presenting...

7 Cool New Things We've Seen at Hotels This Year (So Far)

1. A Light in the Toilet Bowl

We called this the "manliest bathroom amenity ever" when we spotted it at The Landing Hotel in South Lake Tahoe, because it ensures that men will always have the correct aim in the middle of the night.

2. Drone Room Service

High-paying guests at The Casa Madrona in Sausalito, Calif. can (and should) have their pricey picks of champagne delivered by state of the art, remote-controlled, octo-copter drones from the hotel's wine cellar to an outdoor deck of the hotel's exclusive Mansion suite.

3. USB Ports in The Room Telephone

We've seen USB ports near the bed or on the nightstand but never have we've seen them IN THE PHONE until we took a tour of the Delano Las Vegas, opening in September. Now you don't have to get out of bed to drunk sext check your email.

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Have You Been Visited By The Bookmark Fairy Yet?

Go To The Hotel's Web 
  Site Where: 58, La Croisette, Cannes, France, 06414
May 13, 2014 at 2:51 PM | by | Comments (0)

We've longed loved the little touches at old world luxury hotels, from a zen turndown service to a careful room service presentation. Now the InterContinental Carlton Cannes has brought to our attention a service we thought didn't even exist anymore. They are calling it The Bookmark Fairy.

If a hotel housekeeper notices book or a magazine left open without a bookmark or with a dog-eared page, they will slip one of the hotel's signature bookmarks inside where the guest left off reading.

A hotel rep tells us it's a little-known but "incredibly well-received perk." And as the hotel readies for the Cannes Film Festival which kicks off tomorrow, we're sure the Bookmark Fairy will be making the rounds.

Rates at the InterContinental Carlton Cannes start at around 285 Euros, after the festival is over of course.

[Photo: InterContinental Carlton Cannes]

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Now at Towneplace Suites There's No Excuse For Living Out of Your Suitcase

May 9, 2014 at 9:09 AM | by | Comments (0)

We're all guilty of it: rolling into our hotel room; throwing the suitcase on the floor and leaving it there, still packed, for the duration of our stay. Maybe if the hotel room closet had some features more enticing than a single bar and a couple of flimsy hangers, we'd be more compelled to put away our clothes nicely.

TownePlace Suites by Marriott have now partnered with The Container Store to install the store's famous elfa closet system into all newly built and renovated hotels. Guests will find multiple closet rods, ventilated drawers and shelves for shoes. The closet offers two levels of hanging space to accommodate everything from dresses to pants, and shelves and a gliding drawer for suitcases, briefcases, t-shirts, sweaters and other folded items.

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This New Sausalito Hotel Will Send Champagne to Guests Via Drone Delivery

Go To The Hotel's Web 
  Site Where: 801 Bridgeway [map], Sausalito, CA, United States, 94965
May 7, 2014 at 1:34 PM | by | Comments (0)

It was only a matter of time before a luxury hotel picked up on the drone delivery trend.

The brand-new Casa Madrona in picturesque Saualito, Calif. (it just opened yesterday!) would have wowed guests with its intimate accommodations--ranging from deluxe guest rooms to junior suites and the 11-room Casa Madrona Mansion--but the hotel decided to go over-the-top with a distinctive service--drone deliveries of champagne. Ah, get it? Casa Ma-drone-a.

The drone delivery is available to guests who book the entire Mansion or the 5,000-sq.ft Alexandrite suite which costs $25,000 and $10,000 a night, respectively. Guests pick of pricey champagne will be drone delivered from the hotel by state of the art, remote-controlled, octo-copter drones to the two-tiered deck of the Mansion.

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