A media stay is never an opportunity for a free break or vacation and in my career, in 16 years, I have always travelled alone on all media stays – no family, friends etc. A media stay is a privilege and an opportunity – it is not a given! When approaching a hotel, seasonality and occupancy needs to be considered. Obviously, the ranking and category of the respective hotel is very important – hotels of the same chain may have different rankings and positioning in different destinations.
A first stay is always the opportunity to grasp on all the novelties – if it is new opening, conversion or a renovation. But repeated stays are not necessarily tied to novelties but to understand the progress and the evolution of the respective property in terms of positioning, performance and service. Understanding the operational model of each hotel is extremely important – in most cases properties are owned and managed by different entities. But it is also of importance to understand if the property is franchised or managed.
For me, any review is 360 degrees, looking at the destination, positioning, comp set, pricing, performance, service, guest profile, product (including product upkeep). Service can only be grasped in a complex approach – interacting with staff, observing guests and always paying attention to details and consistency. The vibe, the motivation, the drive of the staff is extremely important and so is constant and consistent training.
Encountering staff at various departments is extremely important – housekeeping know the smallest details about accommodations, they share guest insights but also practical information about maintaining (cleaning) certain surfaces, furnishings etc. Extending a courteous, respectful and interested approach will always facilitate networking with staff. I am often trying to be encouraging, complementing, laudative – recognition is extremely important.
Earning the trust of the team is another very important factor. It is important to be mindful and grateful – and always strive to make staff understand the journalist is not just a guest enjoying a free stay. Attention to details is paramount ! I always pay attention when I am encountering demotivated staff. Obviously, certain boundaries need to be observed. Sometimes, a staff uniform or an accommodation in certain destination can be crucial. Uniforms and grooming of staff also reflect on the hotel.
Every single stay is followed by feedback whether it was expected or asked. I always share detailed written accounts with observations and suggestions – but without ever pretending to hold the absolute truth. A senior journalist whose eyes have seen and experienced hundreds of hotels can provide vast feedback, sometimes very detailed – but always well intended! Negative issues or matters which I feel have been embraced and will be fixed, are never mentioned in my reviews.
If a stay is predominantly negative, no review article will be published and the language is always well balanced, diplomatic and less intrusive. Networking with General Managers and other senior management and executives is one of the biggest perks of my work. They may move and perform differently at other properties / groups or chains. By always proposing an interview, we allow General Managers to express their views, in synch with the reviews.
When it comes to architecture and aesthetics, I refrain from comprehensive comments – as this is a matter of taste – but speaking about the quality of furnishings and finishes is important – and also how they are maintained over time. Comfort, practicality and relevance are also very important – AC, soundproofing, shower water pressure, mattresses, technology are some of the critical elements to be mentioned.
Ideally, a stay also includes dining and spa and sometimes signature Concierge proposals. But this very much depends on the policy of each hotel, chain, brand or group. The category of the accommodation is essential to be in tune with the readership of the publication – most of our followers, members and readers are suite guests but such an upgrade is always dependant on availability.
Airport transfers, concierge services, guest relations – must all be carefully observed. The quality and presentation of the food, venues (including in-room dining) and spa & wellness are also important elements. Safety and security are never overlooked. Bathroom amenities, welcome amenities, minibar selection, flowers and decorative elements are also analysed. The sleep experience (mattress, linen, lighting and blackout) are among my favourite details.
The best coverage and reviews is always the result of experiencing several luxury hotels (ideally the most important) in each destination. Although sometimes challenging, it provides excellent insights and comparative data. Branding, communications and marketing related matters are also considered, in order to better understanding whether there may be a discrepancy between the positioning of the property and the expectations of guests and travellers.
Luxury is always about value, too, and it is important to understand the location of the properties, views from the rooms, size of the rooms, type of accommodations, services included. More and more, UHNWI are often asking for the floor plans of the room or suite they are interested to book. Pricing is also sensitive when it comes to desirability – certain hotels rightfully strive to attract a certain clientele. Whether locals (non residents) frequent venues of the hotel – is always an important validation.
The biggest reward is the friendships, the connections and the networking. There is no bigger satisfaction than being respected, appreciated and take care of in a most genuine way. Not to mention knowing your feedback and insights are useful and taken into consideration.
Oliver Petcu
Bvlgari Hotel Milan
More from REVIEW
KEMPINSKI’s revival is gathering pace! Kempinski Corvinus, Budapest (REVIEW)
With bold new strategic appointments such as as new CEO, Barbara Mucker (ex Silver Sea Cruises), a new Chief Brand …
Fairmont Quasar Istanbul, consistently reliable ! (REVIEW)
Inaugurated in 2017, Fairmont Quasar Istanbul has been successfully maintaining high service standards and a product which surpasses many other …
A Timeless Blend of Art Deco Elegance and Contemporary Luxury – Mandarin Oriental Lutetia, Paris
There are places in Paris that seem to hold the city’s very heartbeat, places where history, art, and elegance intertwine …
