What do you expect from a luxury property?

There have been many stories about all of the airline fees and I have started to notice that hotels are getting in on the act and charging fees for things that used to be included. I am curious what you all expect to be included when you stay in a luxury hotel (rooms that are $300+/night - don't include all inclusive properties since they are reallya separate category).
I know I expect/want the following:
1. breakfast - either full or continental - if the Best Westerns, etc. can include with the room so can the luxury ones and many do not
2. in room refrigerator, coffee/tea maker and supplies, free water if the local water is not drinkable
3. an end to overcharging for things like airport transfers (if even offered) - I have stayed in some luxury properties that charge outrageous rates for airport transfers and it isn't even a private transfer - if you are paying even higher than $300/night the transfer should be included in my opinion
4. outrageous mini bar restock fees - it is one thing to charge you for the items you use but to charge a restocking fee on top of the high price for the item is ridiculous
5. customer service - I can't believe how many luxury places I have stayed where the folks are rude - just becuase you charge a fortune does not mean you have to "cop an attitude"

Feel free to add on to the list.

Speaking of high rack rates - have you seen the new cost for staying at the Machu Pichu Sanctuary Lodge - $1000 a night now!

Denise,

1) I'm not a big breakfast person, so it doesn't bother me one way or the other, if food is provided. I am satisfied with a cup of acceptable coffee or tea served in a paper cup most days, even when I'm on vacation.
2) Refrigerators are nice. I usually have a bottle or two water with me, when I travel, so hotels don't have to provide it. If I'm on a vacation, I almost always stop at a grocery store on my way to the hotel and stock up on water and beer.
3) On a vacation trip, I usually find airport transfers on the internet before I arrive, unless the hotel provides it at no additional cost.
4) I hate the concept of mini bars. If I start getting the mini bar explanation from the front desk when I check in, I tell them to keep the key, since I will not be using this service.
5) I do not tolerate attitudes nor will I accept marginal or bad customer service when I am a paying guest at a hotel. In the past, on a few occasions when I have encountered either, I have spoken directly with the senior management and either had the matters corrected or simply checked out of the property and found space in other facilities.

I guess one of the reasons I keep coming back to Luxury Link is the fact that I can substantially upgrade the level of hotels I would normally be able and willing to afford.

If I ever get to Machu Picchu, I am sure I will not be willing to pay $1,000 or even $500 a night to stay there.

Expectation: 6. Free, functioning internet access. A couple of years ago, IT Systems expert DH, would even offer to fix a hotel's system if he thought it would be relatively minor when he couldn't connect. And did so. No longer. As you say, if Courtyards, Ramada can offer free Internet, there is no excuse for $300.+ a night places not to have this service. The attitude must be that most customers need the connection, so they will suck it up and pay, and the property can get away with it.

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As for your point #5 - About Customer Service - I think hotels have cut back on their staffs and the people left have been pushed to the limit. Front desks which were staffed by 3, now by one; rooms which were supposed to be cleaned in 30 minutes, now 20 minutes. We stayed at the Marriott outside BaltWash airport 2 yrs ago - the remaining maintenance fellow had been cut back to 30 hours a week, and the other part time one had been let go. This of course does not account for all situations. Some people just get an "attitude" because they think they can; are surly and resentful. Lack of training and insistence upon standards by management is to blame, plus probably not being given enough leeway in upping salaries for those who do do a better job.

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Originally Posted by [email protected]

There have been many stories about all of the airline fees and I have started to notice that hotels are getting in on the act and charging fees for things that used to be included. I am curious what you all expect to be included when you stay in a luxury hotel (rooms that are $300+/night - don't include all inclusive properties since they are reallya separate category).
I know I expect/want the following:
1. breakfast - either full or continental - if the Best Westerns, etc. can include with the room so can the luxury ones and many do not
2. in room refrigerator, coffee/tea maker and supplies, free water if the local water is not drinkable
3. an end to overcharging for things like airport transfers (if even offered) - I have stayed in some luxury properties that charge outrageous rates for airport transfers and it isn't even a private transfer - if you are paying even higher than $300/night the transfer should be included in my opinion
4. outrageous mini bar restock fees - it is one thing to charge you for the items you use but to charge a restocking fee on top of the high price for the item is ridiculous
5. customer service - I can't believe how many luxury places I have stayed where the folks are rude - just becuase you charge a fortune does not mean you have to "cop an attitude"

Feel free to add on to the list.

Speaking of high rack rates - have you seen the new cost for staying at the Machu Pichu Sanctuary Lodge - $1000 a night now!

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I'm sure Luxury properties are chasing bottom line numbers, just like every other business in these times. So, it probably doesn't matter about my expectations until we see better economic times.

Customer service is definitely number one for me! I try to provide the best customer service so I expect the same. Its the same with shopping...I completely hate the attitude of some salespeople in more upscale stores who act snobby. Bad, bad, bad....Same with Luxury properties.

What do I expect from a Luxury Hotel? It's simple. The 5 Cs that the Relais&Chateaux properties offer.
- Courtesy
- Charm
- Character
- Calm
- Cuisine

Excellent customer service is #1 for me. Also free internet access, although this seems to be one of the things hotels love to make extra money off of. I think that if you are charging a premium rate (above $300), the nickel and diming of the customer should stop.

I would just say All of the Above. Everyone has hit so many good points. But food quality, cleanliness of the room, and customer service is really important. I know from our past LL trips - guest treatment from the staff to the linens on the bed and in the shower all added to our feeling of Luxury.

What I expect from a hotel and what I expect from a Luxury Link hotel are entirely different from each other. From a regular hotel, I expect a clean room, good customer service, and few amenities. From a Luxury Link hotel, I expect a clean room, good customer service, a full breakfast, free hotel parking, and maybe a welcome drink, massage, dinner, bottle of wine, and taxes included with the purchase price. That's why I buy Luxury Link deals whenever possible!

I'll write about my stays at Abigail's Hotel in Victoria and Willows Lodge in Woodinville after my return.

Quote:

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Originally Posted by [email protected]

There have been many stories about all of the airline fees and I have started to notice that hotels are getting in on the act and charging fees for things that used to be included. I am curious what you all expect to be included when you stay in a luxury hotel (rooms that are $300+/night - don't include all inclusive properties since they are reallya separate category).
I know I expect/want the following:
1. breakfast - either full or continental - if the Best Westerns, etc. can include with the room so can the luxury ones and many do not
2. in room refrigerator, coffee/tea maker and supplies, free water if the local water is not drinkable
3. an end to overcharging for things like airport transfers (if even offered) - I have stayed in some luxury properties that charge outrageous rates for airport transfers and it isn't even a private transfer - if you are paying even higher than $300/night the transfer should be included in my opinion
4. outrageous mini bar restock fees - it is one thing to charge you for the items you use but to charge a restocking fee on top of the high price for the item is ridiculous
5. customer service - I can't believe how many luxury places I have stayed where the folks are rude - just becuase you charge a fortune does not mean you have to "cop an attitude"

Feel free to add on to the list.

Speaking of high rack rates - have you seen the new cost for staying at the Machu Pichu Sanctuary Lodge - $1000 a night now!

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Denise….we have noticed, unfortunately, there isn't always a correlation between higher hotel rates and higher levels of luxury/service. Supply and demand in many markets drive the rates, while some hotels self-anoint themselves as "luxury" properties….while tacking on fees at every turn.

Our experiences with Luxury Link, have generally provided us a nice selection of luxury properties, which in most cases have included many of the items you outline.

"Attitudes" can often go undetected by management, unless reported by guests (we are just as quick to report exceptional encounters as well as unpleasant encounters).

Re: The Sanctuary Lodge....we didn't think the room, food or level of service justified their rates, but there is no discounting the fact they have the best location if one is really into exploration of the citadel. We hated paying the money, but we're pleased for the added experiences staying there afforded us.

p.s.....mountie makes a good point in doing local shopping for basic supplies prior to arrival at a property.....we try to do the same.