The article discusses how several high-end properties have incorporated extensive inclusions as a core part of their service offerings. The Ivy in Baltimore, for instance, provides a range of complimentary amenities such as valet parking, chef-made breakfast, afternoon tea, and private car service. While the approach of creating a luxurious experience without the constant worry of additional costs may seem appealing, one must question whether this level of generosity is truly sustainable in the long run. As general manager Rob Arthur mentions, the aim is to let guests relax and enjoy without constantly thinking about the added expenses. However, it raises concerns about the underlying costs and financial viability of such an inclusive model.
Stephen Andrews, the vice president of marketing and sales for the Post Ranch Inn in Big Sur, Calif., highlights the shift in guest expectations, especially in the wake of the pandemic. The emphasis on inclusions at the property has played a crucial role in attracting repeat business and setting it apart from competitors. However, one must consider whether these added amenities are truly driving guest loyalty or if there are other factors at play. While it is undoubtedly essential to offer value and exceptional service, there is a fine line between genuine hospitality and perceived extravagance that may not align with the overall brand positioning.
At J.K. Place Roma in Europe, guests are treated to a plethora of complimentary gifts and services, including welcome drinks, e-bike access, and departure gifts. The focus on making guests feel like part of a family is evident in the personalized gestures and attention to detail. While this approach may foster a sense of familiarity and comfort, there is a risk of setting unrealistic expectations for guests regarding the level of service and extras provided. As Maria Strati, the general manager, mentions, the goal is to make guests feel at home. However, this could potentially lead to an over-reliance on extravagant gifts and gestures as a means of establishing rapport with guests.
In the pursuit of creating a luxurious and inclusive experience for guests, it is crucial to strike a balance between exceeding expectations and maintaining financial sustainability. While offering complimentary amenities and personalized services can undoubtedly enhance the overall guest experience, there needs to be a clear assessment of the long-term implications and costs associated with such offerings. As guest expectations continue to evolve, luxury properties must adapt their approach to stay relevant while also ensuring that their business model remains viable in the face of changing market dynamics.
The trend towards highly inclusive models in upscale hotels raises important questions about the sustainability and effectiveness of such an approach. While the emphasis on generosity and personalized service is undoubtedly appealing to guests, it is essential for hoteliers to critically evaluate the long-term impact of these practices on their business. Striking a balance between creating a unique and memorable guest experience and maintaining financial viability is key to ensuring the continued success of luxury properties in an increasingly competitive market.