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STEALING hotel amenities - right or wrong? 

6/10/2015

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Picture
....and further on the topic of nasty habits - some more about taking amenities from hotels. Are you a culprit!? 

Read this fun article from Travel and Leisure...

Ever considered swiping your favorite hotel amenities?T+L examines the fine line between in-room perks and sticky fingers.

I stole a laundry bag from the Alvear Palace Hotel in Buenos Aires. It was made of thick ivory linen, embroidered with the words “dry cleaning” in cerulean blue, and looked like something that I could have found at an antique textiles show. But that wasn’t the case.

I’m usually pretty scrupulous about purloined souvenirs. Of course, I help myself to soap and shampoo, sewing kits, even those black sponges meant to spruce up your shoes—oh, and ballpoint pens and darling little notepads. But the laundry bag was my first sojourn into the land of, what shall we call it...outright theft?

How widespread is this brand of petty larceny?A brief survey of my acquaintances—a glass of wine, or three, helped them remember—reveals that B. (names are omitted for patently obvious reasons) spends an inordinate amount of time at her favorite inn in St. Bart’s hoarding the Hermès soap (using the same one for the sink and tub and then pilfering the other), and K. became so addicted to the slippers at the Sofitel Paris Le Faubourg that she now begs peripatetic friends to bring back their extra pairs. Both of these tales were recounted in voices dripping with shame—which, it turns out, was entirely uncalled for.


The truth is that even the most parsimonious innkeepers want you to take their grooming products and paper goods home, the thinking being that every time you use an item that bears the hotel’s name you’ll remember what a wonderful time you had there and plan another visit (and not just to take more stuff). At the supercool Chic & Basic budget hotels in Amsterdam and Barcelona, the owners even anticipate guests’ illicit impulses: their toiletries read, “This is the cutest soap that you will steal from a hotel. Enjoy it.” and “Amazing quality shower gel rarely found as hotel amenity.”

François Delahaye, general manager of Paris’s Hôtel Plaza Athénée, confirms that the shampoo, shower gel, slippers, of course, and even ashtrays (remember those?) are good to go. Delahaye says anything with the hotel’s moniker is extra-desirable. “If you want it stolen, put your logo on it,” he tells me. Usually, he says, hotels shrug off minor light-fingeredness—it’s just part of the cost of doing business. But sometimes it gets on even his steady nerves. Lately, he says, there has been such an epidemic of filched silver tea strainers that “it’s become a nuisance.” At least he hasn’t lost his sense of humor. He chuckles as he recounts the tale of the absconded umbrellas. Like all good hotels, the Plaza Athénée provides parasols for rainy days. At one time, they were not for sale, but that didn’t prevent them from regularly showing up on eBay. (The hotel, noting this flourishing secondary market, now sells these brollies for $46.) Okay, François, what about my laundry bag?Was my misdeed really so awfully naughty?Silence, then a most surprising confession: turns out that way back in the day, Delahaye once helped himself to a laundry bag at a Rosewood hotel. This mischief, though hardly sanctioned by the property, had the desired effect. “Whenever I use it,” Delahaye says, “I’m thinking about that Rosewood.”

Lifting laundry bags is nefarious enough, but it’s hardly world-class in the hotel-theft department. For that we must turn to the notorious saga of the bad, bad girl who told me in hushed tones that, while she was staying in a room with two beds at the Setai in Miami, she proceeded to carefully remove the Christian Fischbacher satin sheets from the unused bed, then meticulously remake it so as not to alert housekeeping. Or there’s the story of the Kiton-suited banker who never met a wooden shoe tree he didn’t like enough to take back with him to Park Avenue.

Now you’d probably think that even the most unscrupulous guest couldn’t walk off with a nailed-in showerhead. Guess again. Andrew Stembridge, managing director ofChewton Glen, a manor hotel nestled in England’s Hampshire countryside, says he’s had visitors unscrew all types of furnishings, including the big bottles of Molton Brown lotion affixed to the spa’s walls. Stembridge cheerfully volunteers harrowing tales of people pocketing silver sugar tongs and helping themselves to the iPod docks available at reception. “Sometimes the culprits are the fanciest people—it’s not the guests on the special Sunday night rate. We just factor it in,” he shrugs philosophically.

On the other hand, Stembridge is not afraid to fight back. Once, when an antique cup and saucer went missing from a room, he confided that he actually riffled through the guests’ luggage, which had been stored as they took a final spin around town. “They had a lovely leather bag falling to bits,” he remembers. As he suspected, the dishes were indeed packed in the crumbling old bag, but any triumph Stembridge felt at their retrieval quickly vanished when he realized “I couldn’t zip the case!” He finally managed to close it, just minutes before Bonnie and Clyde returned.

That crockery wasn’t for sale, but the good news is that plenty of coveted items offered by hotels can be yours, legitimately, for the swipe of a credit card. Have sweet dreams of the bed at the Four Seasons?Everyone knows you can order it. Develop an unwholesome relationship with the Perspex mini-mannequin lighting at the Soho Hotel in London?The property can arrange a set for you.

And what about that classic stuff-it-in-your-suitcase item, the terry robe?Plaza Athénée’s Delahaye says that this is actually a much smaller problem than it was a decade ago, since there is frequently no room in today’s carry-ons for these puffy behemoths. Do hotels really charge for swiped robes, making good on the threat implicit on those little signs in the bathroom?Since I have learned the hard way that a diet Coke gulped on the sly the final day of your stay will almost surely show up on your bill, I have always wondered about the robe scenario.

“We put a charge for the robe on a card if we can be absolutely sure someone took it, and didn’t just pack it by mistake,” says Leslie Lefkowitz, the Four Seasons Hotel New York’s director of public relations. On the other hand, some hotels have bent the stick far in the other direction. At the Raffles L’Ermitage Beverly Hills, they not only gift a bathrobe to VIP guests, they monogram it, too. (But do these swells take their personalized dressing gowns homes?Nope—they often let the hotel keep them for use on subsequent visits.)

As it turns out, sometimes resisting temptation can be just as haunting as giving in to one’s base instincts. My friend P., who has been traveling longer than many of us have been alive, recalls wistfully, “As you know, hotels of a certain caliber turn down the bed at night and put little linen towels down so your feet should never, heaven forbid, touch the carpeting. Not only did they do that at the Ritz in Paris, but they put down a second one for my dog. It had a bone embroidered on it with the words ‘I Am Ritzy.’ I didn’t take it and, to this day, I regret it.”

Maybe he should have just folded “Ritzy” into his Goyard duffel. Then he and Fido could have dreamed of the Ritz as they rested their tootsies back home, just as the sight of my ill-gotten Argentinean laundry bag has me fantasizing about dancing the tango at 2 a.m. in the grand ballroom of the Alvear Palace.

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Eight trends shaping tourism to South Africa

2/17/2015

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Trendspotting in South Africa. I found these quite enlightening, especially the thought that relaxing on holiday is no longer what is desired. After the fast pace of life and work, I certainly still really appreciate relaxing in a stunning setting! - Wilna 

Eight trends shaping tourism to South Africa
By: Mariette du Toit-Helmbold - About
           
Being able to predict the future in such a volatile world, and in an industry like travel and tourism, would be wonderful.

While we are not able to foretell the future, we are able – if we look beyond the narrow perspectives of our immediate surroundings and comfort zones – to detect changes in people’s behaviour and the fragile systems that hold things together.

Below, I have singled out a few trends that are relevant to South Africa:

1. It is all about the heart
One trend holds the key to standing out in 2015 and it is of particular relevance to South Africa: ‘connecting the human to the heart’ has become critical in an ever-increasing world of mobile connectedness. Today, these ‘connected travellers’ are making choices dependent on their impact on the world and its local communities, and brands need to react as such if they are to attract a piece of the ever-evolving travel pie.

The world wants meaningful experiences, knowing that their visit has had a positive impact on local communities and the economy without harming the natural environment. It’s good to show some heart and let the world inside our less than perfect world. Perfect is boring.

2. The new relaxation
Whilst airlines are competing to make air travel more relaxing and hotels are focusing on quality sleep as a unique selling point, in destination, travellers are spending less time ‘relaxing’ at the poolside, opting for active ways through which to explore destinations. Biking, hiking and even running tours are popular ways to get to know places better. Many people travel to learn a new skill, practise their hobbies or learn more about a particular field of interest, whether it be cooking, cycling, architecture or design.

South Africa is perfectly positioned to take advantage of these trends.

3. Convenience
Technology now plays a major role in achieving convenience. More consumers in pursuit of trying to manage their days more effectively are willing to pay for products and services that optimise the use of their time. If we can make it easier for travellers to find the information they need, enquire, book and navigate through our destination, we will reap the rewards.

4. Online influencers
It is no longer conventional celebrities who are dictating buying behaviour through sponsorships and those awful ‘paid-for tweets’.

Mobile technology is transforming the tourism landscape in terms of bookings, customer service and consumer behaviour. Social networks are fast becoming ‘virtual shop windows’ and with the rise of technology, regular consumers like you and I are able to share our thoughts, movements and favourite things immediately, steering the buying preferences and behaviours of those around us who trust our opinions.

Free WiFi is now one of the most desired hotel perks with pictures of hotels and restaurants landing up on social media sites in real-time, allowing consumers to curate their travel aspirations.

5. Shopping
Online shopping allows for foreign shopping at the touch of a button. It’s more interactive, fun and sometimes significantly cheaper. However, this has not made the desire for real shopping experiences obsolete altogether.

Euromonitor International believes that in 2015 “many consumers will be making a holiday of shopping, or at least making shopping tourism a major part of their holiday by choosing a base near key shopping areas”. Malls are being reinvented as stylish community centres, becoming hubs for social and business activities, as well as the opportunity to be exposed to sought-after international brands.

Food is a big factor in retail, with consumers and travellers opting for artisan bakeries, fresh-produce markets and authentic local food experiences. Craft beer, biodynamic wine, super-sleek designer butcheries, delis, coffee roasters, organic anything and locally produced gin are all the rage.

6. Millennials
Travel by Millennials is on the rise and is one of the largest growing markets in the world.

Millennials are young and connected savvy travellers with big hearts but not always a lot to spend. They are indifferent to luxury brands, preferring responsible and impactful products and services. Euromonitor says: “ [Millennials] have grown up on free services, games and social networking, and brands are finding it harder to sell to them.”

Mobile payment methods, wearable electronics and real-time mobile translation will become an important tool for millennial travellers as they explore new and often off-the-grid destinations, allowing them to stay connected and make bookings as they travel. They are influencers themselves, gathering information via travel websites (67%), blogs and reviews (66%) and social media (35%), whilst inspiring their peers and parents to travel beyond the obvious and dated destinations.

Flexibility will be key if you want to stay appealing to these ‘always-connected’ consumers.

7. Changing the world for better
Consumer interest now dictates a more caring and committed culture, where travellers want to experience the authentic daily life of locals and want to see their money make a difference to the lives of people in the places they visit. Consumers are searching for value for money combined with more memorable and authentic experiences like in-home meals, cooking lessons and guided tours around foodie hotspots.

In addition, going green in travel continues to gain momentum as Fair Trade organisations all over the world punt environmentally and socially responsible products to travellers.

Furthermore, the concept of ‘lightweight living’ is on the rise. More people are downsizing on possessions and the ‘sharing economy’ is growing, from ridesharing to homesharing and couchsurfing.

8. Health conscious
Consumers have become increasingly health conscious and are becoming more devoted to their mental and physical wellbeing, taking to digital media for news on fitness, healthy lifestyles, daily workouts and diets. This rise in ‘connected health’ is working for consumers in other ways too as social media and blogs act as megaphones to pressure the food and travel industries into greater transparency and ethical practices.

Yoga retreats, active holidays and responsible, healthy travel options will gain popularity in 2015.

South Africa must position itself as a destination that offers healthy, safe travel experiences to the curious, active traveller – tailor-making experiences and packages that suit both Millennials and older travellers. This is one area that needs investment, making it easier for people to buy travel to South Africa through all-inclusive, interesting packages suited to the kind of travellers we want to attract.

2015 holds great promise for the travel and tourism sector if we can spot the many opportunities that these trends hold, break a few moulds and tell our whole story.

This article is published in: South Africa
By Mariette du Toit-Helmbold - About

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Stayful: the Expedia for boutique hotels

9/29/2014

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Stayful CEO Cheryl Rosner has a background working at both Hotels.com and Expedia. Stayful is now almost one year old and so far the company is in 19 markets with listings of a few thousand boutique hotels. 

The site is skewed to Millennials and seeks to make hotels stays more affordable with its bidding and booking system by enabling one-to-one negotiation on rates. It also hopes to give greater exposure to boutique hotels that have traditionally paid higher distributions costs.

In the video, she discusses the boom in the boutique hotel business with Pimm Fox on "Taking Stock." (Source: Bloomberg)


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The good and the Bad of luxury service

9/10/2014

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Dear Hotel, 
You call yourself a luxury hotel.

Well, you're slipping.
Please check out our definition of a luxury hotel.
See: I want to love you, but you must earn the love.
And there are lots of hotel trends I'm really not loving.
I've described them below, and how you can do better.
Thanks for listening.
Sincerely, 
Luxury Traveler
As you can see, I am on a service mission this month! Here are some Good and Bad examples of service... and some traps we so easily fall into, yet can avoid! I know it is a long blog - but you MUST read these - Wilna 


Bad Hotel Trends We Hate
By Karen Tina Harrison
Luxury Travel Expert

Bad: Charging for every amenity in your room, save the sheets
Better: Hiding it in a “resort fee”
Best: Including the wifi, water, snacks, and shoeshine in your room rate

Bad: Faux "pet-friendly" restrictions and fees that penalize your pet and you
Better: If you’re a hotel that doesn’t want pets, don’t give mixed signals; just bar them entirely
Best: Welcoming pets (cats too) with no restrictions or fees; that's a pet-friendly hotel policy (as at The Point in the Adirondacks

Bad: Paying on top of your room rate to use the hotel gym; or being told “the gym is under renovation” (and "here's a voucher" to a gym 15 minutes away)
Better: The gym is free, but closes at 9 or 10 p.m.

Best: The gym has free entry (and is 24 hours, with a fruit bowl, cold water, and iced towels)

Service Gaffes (this section contributed by Eric Weiss of ServiceArts Inc.)

Bad: Waiting an hour for your luggage to arrive in your room
Better: Your luggage arrives in your room within a few minutes that you do

Best: Your luggage gets to your room before you do and is placed out of the way

Bad: Your wakeup call never comes (I give it no more than a 50/50 chance, even in a top hotel)
Better: You get a mechanical wakeup call
Best: You get called on the dot by a real live human being

Bad: All staff uses the same exact greeting

Better: A neutral and appropriate greeting (time of day, weather, etc.)

Best: An individualized and appropriate greeting that seems spontaneous and authentic (as in, when you're carrying a briefcase: “Good morning ma’am, have a great meeting!”)

Bad: "What would you guys (referring to men and women or just men) like to drink?"
Better: "What can I get you to drink before you start your meal?"
Best:  "May I tell you about some of our house-made cocktails?"

Bad: "Just one for dinner?"
Better: “One?”

Best: "Nice to see you, let me find you a great table"

Bad: Knocking on the door when the Do Not Disturb sign is up
Better: Calling your room during Do Not Disturb 
Best: Least intrusively, slipping a note under your door 

Bad: Staff's clothing is either indistinguishable from guests', or cheap institutional uniforms (please, no vests for women, ever)
Better: Clean, pressed, well-fitting uniforms that identify staff as staff

Best: Definite uniforms, but designed to harmonize with the surroundings

Bad: No card in-room that instructs staff to greenly reuse your sheets and towels, so you have to make this request by phone 
Also bad: A card is offered, but housekeeping disregards it and changes the sheets (sadly, the usual)
Best: A card that is respected by housekeeping

Bad: Charging outrageous fees for room wifi 
Better: Charging a minimal fee for fast wifi or comping a basic connection

Best: Fast and free room wifi 

Bad: Room service indifferently served and hardly better than fast food
Better: A tasty room service meal taken off the metal trolley and served as a waiter would
Best: Room service as good as the hotel restaurant, served with distinctive flair 

Bad: A poorly informed concierge of the "least effort" school, or one who seems to be judging you, or one whose default recommendation is tourist traps
Better: A concierge who appears to be up on things but whose restaurant recommendations are the Top Ten on every website
Best: A concierge who finds out your tastes and does extra research to give you the best experience

Bad: No chocolates at turndown!
Better: Chocolates, but commercial kisses or wafer mints
Even better: High-end commercial chocolates like Lindt Lindor truffles
Best: Locally or house-made fresh chocolate bonbons (as at MGallery Hôtel de la Cité in Carcassonne, France)

Bad: No gift amenity in your pricey room
Better: A gift, but it’s another baseball cap or logo-ridden tote
Best: A nice bottle of local wine, or something you want to take home, like a straw hat or elegant beach bag (as at Mexico's NIZUC) 

Room Features

Bad: No dresser and no drawers or even shelves anywhere for your clothes; you can only hang them on hangers in the closet or pile them on the desk
Better: An all-in-one closet with at least shelves and maybe a drawer or two under the safe
Best: Plenty of shelves and drawers, or an actual dresser (like at The Grand Del Mar)

Bad: No slippers or bathrobe in the room

Better: A robe but no slippers 
Best: Two pairs of slippers and two robes 
Best of all: Two pairs of slippers and two pairs of robes: one for beach, one for bath (as at Phulay Bay, a Ritz-Carlton Reserve in Thailand)

Bad: Flimsy, generic white terry slippers
Better: Handsome cloth slippers
Best: Fashionable slippers to take home, like the black elastic-strapped sandals at Regent Bali

Bad: Jungles of electrical cords; as architect Mies van der Rohe said, "G-d is in the details" (he designed the iconic tower that now houses The Langham, Chicago)
Better: Electrical cords neatly shortened by twisties
Best: Nearly invisible cords

Bad: Motel-style non-removable hangers
Better: Nice wooden hangers, but typically not enough of them
Best: Ample wooden hangers made from the same wood as the closet (as at Regent Bali and Regent Phuket Cape Panwa)

Bad: Packets of chemical-laden non-dairy creamer beside your coffee maker
Better: Single servings of Half-and-Half
Best: Real milk for coffee in your fridge (as at Four Seasons Rancho Encantadoin Santa Fe)

Bad: Wood or stone floors with no rugs (and a girlfriends’ getaway in stilettoes above your room)
Better: Hardwood floors with a lot of area rugs
Best: Dare I say it? Quiet-enhancing wall-to-wall carpeting, beautiful, of course
Best of all: You requested and got a room on the top floor, or below an empty room

Bad: Noisy fridges in room (second thing I do, after removing the bedspread, is unplug it)
Better: Noisy fridge, but basically out of earshot in the vestibule
Best: A quiet fridge positioned where you can’t hear it at all

Bad: Minibars that are sensitive to touch: you move it, you buy it
Better: A small munchie threat delivered with turndown (as at Four Seasons Baltimore)
Best: Free minibar, as in all-inclusives

Bad: No bottled water in room
Better: A couple of bottles, replenished on the house
Best: Earth-friendly glass bottles of purified water (as at Four Seasons Rancho Encantado in Santa Fe)

Bad: No ice waiting in room, so you have to call and wait for it
Better: An ice machine not a long walk away, so at least you can get it yourself
Best: Ice is always in your room

Bad: Windows that cannot be opened (common in city hotels)
Better: Windows that can open, but you needed to call for help
Best: Easy-opening windows (as at Loews Philadelphia)

Bad: Noplace to hang your hand laundry (washing your own UW is a lifesaver forcarryon packers)
Better: Lots of hooks and racks for drying your scanties
Best: The hotel does your laundry gratis (a frequent feature of club floors)

Bad: No full-length mirror in the room
Better: A mirror on your closet door
Best: A heavy wall mirror (like at Four Seasons Nevis) or freestanding dressing mirror

Bad: A clock-radio (welcome to the Eighties!)
Better: A clock on a modern device like the Bose Wave
Best: A room with a view of a clock tower like Big Ben (Corinthia Hotel London) or Kowloon Station Tower (Peninsula Hong Kong)

Luxury Travelers' Obsession: Bathroom

Bad: A generic porcelain throne
Better: A generic john in a partitioned area
Better still: A john and a bidet
Best: A Japanese-made TOTO toilet (as at Palace Hotel Tokyo)

Bad: It's a tub! It's a shower! It's a tub!
Better: A separate tub, but not generously sized 
Best: A deep soaking tub made for two, with water jets (as as Corinthia Hotel London)

Bad: And that tub-shower has a depressing sliding glass door
Better: The shower is separate, with a stone bench inside
Best: The glamorously lit, marble-lavished 'throom feels like a spa suite (as atHazelton Hotel in Toronto)

Bad: No wall-mounted makeup mirror for Madame
Better: A makeup mirror without a light
Best: A mirror lit in non-Halloween fashion

Bad: Outsourced made-in-China toiletries
Better: Global luxury brands like Bulgari and Bliss 
Best: Locally made bathroom toiletries (like Byredo at Nobis Hotel Stockholm, soaps made in the Yucatan at Viceroy Riviera Maya), or custom-made (like Rosemary and White Tea potions by Natura Bissé at Nobu Hotel Caesars Palace and Lady Primrose's Piñon-Eucalyptus at Rosewood Inn of the Anasazi in Santa Fe)

Bad: Those toiletries are either too masculine or flowery
Better: Unscented toiletries
Best: Genderless herbal aromatherapy scents or green fragrances like L’Occitane Verveine

Bad: Micro sizes of toiletries (Ace Hotels’ soap is the size of a matchbook)
Better: Wall-dispensed, Earth-friendly refillable bottles like at Viceroy New York)
Best: Take-home sizes close to the TSA limit of 3.4 ounces for carryon packing (as at Le Negresco in Nice)

Bad: Arty, raised, bowl-shaped sinks that splash everywhere
Better: Deep porcelain sinks
Best: A pair of capacious sinks side-by-side

Ready for Your Tech Challenge?

Bad: Electric control panels that are ultra-high-tech and so hard to figure out, not even the staff know how
Bad variation: You program your room and service controls on the remote screen – hey, you're on vacation, not a competitive corporate team-building challenge
Better: When you check in, your valet or butler shows you how to use the overcomplicated electric panels
Best: The room's tech aspects are familiar enough for you not to need a tutorial

Bad: It's nice to offer a tablet in your room. But no one wants a knockoff brand that requires instructions
Better: An iPad you can borrow from the front desk
Better: An iPad in your room (as at Regent Phuket Cape Panwa)

Bad: An old-style coffeemaker with packets of inferior java that create, basically, hot brown water
Better: A basic coffeemaker with good choices like Starbucks Breakfast and Blonde
Best: A pod coffeemaker that's easy to use (no programming, please!), with a choice of strong brews

Bad: Nothing to plug your iPod or iPhone into, so to hear music, you have to play it on your laptop
Better: A player device with only an aux jack, so your iPod plays but doesn't charge
Best: an iHome device or similar style of iPod/iPhone dock and charger (as atFour Seasons Resort Nevis)

Bad: No in-room safe
Better: An off-brand safe with obscure instructions, or any safe too small for your laptop
Best: An Elsafe-brand safe sized for a laptop, with a charger outlet and a jewelry tray inside (as at The Pierre New York)

Bad: A room phone that requires a master's in engineering to use, and whose voicemails are impossible to retrieve
Better: A phone that doesn't give you a headache
Best: Free local calls and free international calls to the US and Canada (as atLe Blanc in Cancun)

It’s All About the Bed!

Bad: A dated, fusty, maybe even synthetic bedspread that’s not only potentially viral but ugly
Better: A handsome bedspread with natural fibers
Best: No bedspread but a fine cotton duvet with a newly laundered, spanking-white cover (as at InterContinental Montreal or Mukul Beach, Golf and Spa in Nicaragua)

Bad: Puffy, foam-filled pillows
Better: A pillow selection on your bed or in your closet, or a “pillow menu” you can choose from
Best: A pillow concierge offering a range of therapeutic pillows (as at The Benjamin in NYC)

Bad: Heavy down quilt in a tropical hotel, forcing you to blast the AC
Better: An appropriately chosen down quilt
Best: A choice in your closet (in case you like to blast the AC)

Bad: Wrinkled linens or any other remnants of past guests

Better: Pressed and clean sheets, made with military precision
Best: A well-made bed with sheets from Frette, Pratesi, Delorme, Dr. Porthault, or Frette (as at Hotel St, Francis in Santa Fe and Windsor Court in New Orleans) and embroidered by Lesage (hopes Eric Weiss)

Thank you for paying attention, hotels!


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how consumers are driving change in the hotel industry

8/31/2014

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“You can buy status symbols, but buying an experience is much harder"
Today’s Modern Guests Want Life Experiences Not Luxuries - Hotels Must Adapt, Urges HVS London Study

‘A New Breed of Traveller – how consumers are driving change in the hotel industry’

Hotels are in danger of failing to adapt to a new breed of guest whose needs and demands are entirely different to those of previous generations.

This is the conclusion of a new study in the changing nature of hotel guests undertaken by global hotel consultancy HVS London.

The report, ‘A New Breed of Traveller’, says the impact of rising affluence, globalization and technology has led to modern hotel guests valuing experiences and the feeling of ‘being connected’ over traditional hotel luxuries.

“It seems that many hotels have barely changed over the last decades still consisting of the same in-room amenities, the same heavy curtains, the same check-in process, and the same small desk. This is no longer a place where the modern-day traveller feels at home,” states report co-author HVS associate Veronica Waldthausen

“This new segment of traveller is no longer looking for white-linen service, bellboys to carry their luggage up to their room or a concierge. When the current generation of young travellers enter a hotel, they want to feel completely at home, connected and to be in a setting where they can be part of an experience,” she adds.

The study, which includes interviews from leading hotel executives, outlines the fact that the new generation of travellers see luxury more in the storytelling of having an experience, rather than in the abundance of luxury items. They are much more satisfied with a hotel lobby they can sit in and drink coffee surrounded by other people, than having a coffee machine in their room.

“You can buy status symbols, but buying an experience is much harder.
Whereas leading hotels used to be equipped with gadgets and technology, the new breed of traveller wants the confidence of places that understand them, and to be surrounded by a community of like-minded people, wherever they go,” adds Waldthausen.

The changing nature of hotel guests is also prompting change in the traditional layout of hotels. Lobbies, for example, are becoming larger, more open social hubs and gathering spaces, with a mix of comfortable couches, communal workstations and meeting spaces.

Formal divisions between the lobby, restaurant and bars are also disappearing with guests able to sit where they like or help themselves to what they want.

Rooms are changing too, with many lifestyle hotels having smaller rooms as guests spend more time in social places. Desks are becoming less necessary in the room, as people prefer to sit on chairs or on beds to work when using their laptop or tablet.

Meeting rooms are becoming less formal and more ‘homely’ with brighter colour schemes and comfortable chairs. Hotels are becoming creative with their breakout spaces to allow guests to feel that they are in their own home some with breakout space with a communal kitchen.

Hotel service is becoming more intuitive and casual, albeit with the same level of respect. Some hotels are abandoning uniforms and the days of scripting responses to guests are over.

“Guests are looking for a home-away-from-home. The new era is about participating in an experience, rather than flaunting wealth. Travellers today don’t want to feel like they are in a corporate setting, but thrive in environments where they can interact with people, be it face-to-face or virtual. They want everyone to participate and don’t mind interacting with new people,” says co-author Arlett Oehmichen, HVS London director.

“The new-breed of ‘lifestyle’ hotels have adapted, differentiating themselves in both style and service and are offering a new kind of product that is comfortable and simple, a place where guests can become part of an experience by interacting with the people that live there as well as staff. There will always be a market for wall-to-wall luxury, but it is lifestyle hotels that are prompting change throughout the industry,” Oehmichen concludes.

To download a copy of ‘A New Breed of Traveller – how consumers are driving change in the hotel industry’ by Veronica Waldthausen and Arlett Oehmichen click here.


Contact:
Linda Pettit, Tilburstow Media Partners 
Linda@tilburstowmedia.co.uk  
Tel: +44 13 4283 2866
Mobile: +44 79 7378 9853

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Top 10 Hospitality Industry Trends in 2014

6/9/2014

0 Comments

 
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... I am fascinated about how to communicate to Millennials -and here are some trends to look out for. - Wilna 




Top 10 Hospitality Industry Trends in 2014
By Robert Rauch, CHA
  1. Millennials will become the core customer within the hospitality and travel industries over the next five to ten years. The majority of airlines, hotels and travel companies will benefit from this sector as they enter into their peak earning, spending and travel years. Within this group of GenY travelers, there are many different markets considering the fact that exploration, interaction and experience are the major focus of Millennials. Willing to pay more for a greater experience, "foodies" are a prevalent subset of this market; looking for an overall gourmet experience for a reasonable price will cause the industry to revamp their lobby bars, restaurants and food service. Internet bloggers, culture buffs, LGBT and Multi-generational travelers all looking for a unique, novel experience will command change within the market.
  2. Speed and precision will be a requirement when it comes to accommodating Millennials in upcoming years according to Hotels.com's latest Hotel Price Index report. Fast booking, fast check-in, fast WiFi and fast responses to customer service needs will need to be implemented within hotels. Considering Millennials have no problems speaking up, if what they are seeking is not quick enough, they will turn to Twitter, Facebook, Yelp or TripAdvisor to voice their complaints.
  3. WOW customer service will become even more influential this year. Service today consists of four levels: basic, expected, desired and WOW. Basic service can be found at the post office whereas expected service can be found at most fast food restaurants and many businesses. Desired service is often found at good hotels and restaurants but WOW Service is the only way to ensure repeat business. By creating an impressive, unique guest experience that exceeds all expectations, you are able to capture the customer.
  4. Leadership is modeling the way and showing your management team how critical it is to "walk the talk." Each and every employee, including myself, all have something we can work on. Forming a connection with guests can improve dramatically with genuine, individual interaction. It is my goal as a leader to instill the value of building relationships by sharing the knowledge I have and learning from them as well. For instance, I run with our guests staying at the Hilton Garden Inn and Homewood Suites San Diego/Del Mar and offer personal training sessions for others.
  5. Expectation of more international visitors. Average rates and occupancy levels in the U.S. are likely to increase over the next few years, influenced by a very new market. "Leisure demand from abroad, fueled in part by the new Discover America campaign, will stimulate a new demand" according to Arne Sorenson, President and CEO of Marriott Hotels & Resorts. China is preparing to send about 100 million leisure tourists into the international market every year. If the U.S. gets its typical share, that will mean an additional 10 million visitors from China alone. Considering the average Chinese traveler spends a week in the U.S., demand is created for an additional 70 million room nights in a market where prices are steadily rising. The globalization of travel will prove to be a massive force.
  6. Social media and mobile will be inseparable. Social media and mobile already live in symbiosis and we will only continue to see them merge over the course of this year. Mobile activity has allowed social media to live in real time by allowing users to create updates, tag friends and check in on their mobile devices. Smartphones represent 50 percent of new mobile devices being purchased and the growth of connected devices will only continue to rise. Ericsson estimates that there will be over 50 billion connected devices in circulation by 2020, including laptops, tablets and smartphones. In North America, 2014 will mark the first year that online access is greater from mobile devices than a desktop or laptop. Keeping an eye out for authentic ways to make use of emerging social/mobile applications will be of great value to those in hotel marketing.
  7. Content marketing will replace traditional advertising. Traditional advertising is rapidly losing value as hotel marketing professionals begin to take advantage of effective content marketing. Marketing's new mantra, "Brands must now act as publishers," has come about due to social media and its potential to engage in meaningful conversations with loyal fans and clients alike. You will be able to drastically reduce investments in traditional paid media by implementing media tools such as blogs, social media, newsletters, webinars, eBooks, photo or video sharing and shared media. If brands begin to "opt out" of being a producer, SEO efforts will be affected. Google is now weighing current content, social proof and author scores in their results ranking. Simply put, you need to create and share content while engaging people if you want to be recognized moving forward.
  8. Renewed focus on property websites. Finding ways of encouraging direct bookings will be one of the most important parts of a marketing director's job in 2014. Considering travelers are increasingly taking their transactions online, the hotel's own website needs to become the most important avenue for bookings to gain the highest ROI. After American hotels spent an estimated $2.7 billion on OTA commissions, the rates rose and restrictions tightened. Hotels are looking at any and all ways to increase direct bookings in 2014. This means that hotel websites will need to create incentives through booking with them directly rather than via the OTAs. Fresh content, consistent updates of promotions and rich media will draw in the guests.
  9. Review site tactics. According to The Wall Street Journal, Yelp reports 50 million users across its web and mobile platforms. TripAdvisor has become the world's most popular travel website with 34 million unique users each month. Google Places is the Yellow Pages of the digital age meaning that business listings also show up on iPhone searches as well as on Google Maps. In 2014 there is a need to:
    • Monitor Yelp, TripAdvisor and Google Places reviews and alert management of any low reviews twice a week
    • Comment on glowing reviews to thank them
    • Comment on low reviews and how the property intends to handle future situations
    • Feature Yelp deals
  10. Reputation Management. There is much anticipation that reputation management will begin to dictate the hotel industry in upcoming years. Considering there are millions of reviews written each day across a plethora of different platforms, the world wide web has the power of influencing one's decision making process; being able to manage your businesses reputation will determine success or failure. TrustYou had made it their mission to influence travel decisions in a positive way, developing a technology and software making it simple to monitor, manage and market a businesses reputation. Another company, Flip.to, has been making strides to tap into the market of potential travelers' family and friends considering 70% of customers take recommendations from their family or friends when choosing a product, brand or business.
ROBERT A. RAUCH, CHA
Robert Rauch serves as President of R. A. Rauch & Associates, Inc. He is a nationally recognized hotelier serving clients in all facets of the industry. Rauch has over 35 years of hospitality-related management experience. Widely recognized as the "hotel guru," Mr. Rauch maintains a blog where he expounds upon insights and trends in the hospitality industry at www.hotelguru.com.



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Google take on affluent travellers: trip planning, videos and multi-screen

1/28/2014

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Advertisements that influenced bookings: 
Picture
The following chart shows the impact of travel videos among the segment: -
Picture


















The top two activities travellers perform on smartphone, tablet and computer are: researching an upcoming trip and looking up for directions/maps. 
Picture
Affluent travellers rely on digital for travel inspiration and booking, are increasingly viewing travel videos online and seeking out loyalty programs, reveals a Google study.

Trip planning
A majority of affluent travellers (70%) begin their trip research online even before deciding on the destination or mode of travel.  About 50% plan to spend more time researching because getting value-for-money product is important.

Despite the number of travel brands focusing on the trip planning stage, 59% of affluent travellers use search engines as their go-to source for travel ideas and information.

They continue to comparison shop for all components of travel, especially hotels. Comparison activity in 2013 was higher than 2012 for all three sectors – air, hotel and car rental.

While the affluent continue to prioritize upscale hotels, interest is growing with 48% to book peer-to-peer sharing services Airbnb and Zipcar. This is seen as an emerging trend among the affluent.

The study says 68% of affluent travellers are influenced to book travel by advertisements. Among these, the top three influencing factors are search engine results, online ads and email promotions. Social media ads are considered as the sixth most influential factor.

Trip inspiration
While 87% of the affluent consider the internet as their travel planning source, only 64% consider it their travel inspiration source. Another top source of trip inspiration includes family, friends and colleagues.

Magazines, traditionally viewed as a leading source for inspiration, are not viewed as important compared to other sources.

When it comes to factors that influence them in prioritizing destinations, they give the highest importance to (in-destination) activities relevant to their interests.

The other top criteria for selecting destinations include: price, past travel experience with a destination, online reviews and promotion.

Brand sites (for hotels, airlines), search engines and online travel agents (OTAs) are the top sources for planning.

Since 2011, the reliance on hotel brand sites has increased by five points, reliance on OTAs has decreased by five points and reliance on destination-specific websites has decreased by eight points.


Multi-device influence on trip planning
More than half of affluent travellers (55%) access travel information on their smartphones or tablets for planning.

They use all screens to engage in travel-related activities, and hence a multi-device strategy is no longer optional for travel brands.

The top two activities travellers perform on smartphone, tablet and computer are: researching an upcoming trip and looking up for directions/maps.

Convenience is the top reason the affluent book on smartphones.

Many affluent travellers depend on their smartphones for last-minute reservations of air, car rental, accommodation and vacation related products. Though the number of same day hotel booking services is increasing, the usage of smartphones for last-minute trip research is almost equally split across four sectors.


Travel videos
About 55% of travellers watch travel videos online, an increase of five points since 2012.

The affluent leverage travel videos throughout all stages of travel and engage with all types of videos.

Top video types viewed by the segment include brand videos, review videos by experts and videos posted by travel related channels.

The influence of travel videos among affluent travellers is significant with 90% taking some type of action after viewing a travel video online.

The following chart shows the impact of travel videos among the segment:

Loyalty programs
Almost all (96%) affluent travellers belong to a loyalty program, an increase of two points since 2012. They are also increasingly likely to book based on loyalty program membership of airlines, hotels, car rental brands and OTAs.

Affluent travellers are interested in joining loyalty program mainly because of financial and future perks. The following chart highlights other major reasons:

Not so surprisingly, 82% of affluent travellers prefer to get loyalty program updates via email.


Methodology
Google commissioned Ipsos MediaCT, an independent marketing research company, to conduct a study among US consumers to better understand the role that travel plays in: airline, cruise, lodging, car rental and vacation packages.

Total sample size: 3,500 personal travellers, 1,500 business travellers and 1,500 affluent (with $250K+ household income) travellers.

NB: The entire study can be downloaded here.

- See more at TNOOZ
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Top 10 Hospitality Industry Trends in 2014

1/10/2014

0 Comments

 
Picture
I love reading about new trends and this article by Robert Rauch was particularly  insightful. Millennials rule and service levels increase! - Wilna 


Top 10 Hospitality Industry Trends in 2014
By Robert Rauch, CHA


  1. Millennials will become the core customer within the hospitality and travel industries over the next five to ten years. The majority of airlines, hotels and travel companies will benefit from this sector as they enter into their peak earning, spending and travel years. Within this group of GenY travelers, there are many different markets considering the fact that exploration, interaction and experience are the major focus of Millennials. Willing to pay more for a greater experience, "foodies" are a prevalent subset of this market; looking for an overall gourmet experience for a reasonable price will cause the industry to revamp their lobby bars, restaurants and food service. Internet bloggers, culture buffs, LGBT and Multi-generational travelers all looking for a unique, novel experience will command change within the market.
  2. Speed and precision will be a requirement when it comes to accommodating Millennials in upcoming years according to Hotels.com's latest Hotel Price Index report. Fast booking, fast check-in, fast WiFi and fast responses to customer service needs will need to be implemented within hotels. Considering Millennials have no problems speaking up, if what they are seeking is not quick enough, they will turn to Twitter, Facebook, Yelp or TripAdvisor to voice their complaints.
  3. WOW customer service will become even more influential this year. Service today consists of four levels: basic, expected, desired and WOW. Basic service can be found at the post office whereas expected service can be found at most fast food restaurants and many businesses. Desired service is often found at good hotels and restaurants but WOW Service is the only way to ensure repeat business. By creating an impressive, unique guest experience that exceeds all expectations, you are able to capture the customer.
  4. Leadership is modeling the way and showing your management team how critical it is to "walk the talk." Each and every employee, including myself, all have something we can work on. Forming a connection with guests can improve dramatically with genuine, individual interaction. It is my goal as a leader to instill the value of building relationships by sharing the knowledge I have and learning from them as well. For instance, I run with our guests staying at the Hilton Garden Inn and Homewood Suites San Diego/Del Mar and offer personal training sessions for others.
  5. Expectation of more international visitors. Average rates and occupancy levels in the U.S. are likely to increase over the next few years, influenced by a very new market. "Leisure demand from abroad, fueled in part by the new Discover America campaign, will stimulate a new demand" according to Arne Sorenson, President and CEO of Marriott Hotels & Resorts. China is preparing to send about 100 million leisure tourists into the international market every year. If the U.S. gets its typical share, that will mean an additional 10 million visitors from China alone. Considering the average Chinese traveler spends a week in the U.S., demand is created for an additional 70 million room nights in a market where prices are steadily rising. The globalization of travel will prove to be a massive force.
  6. Social media and mobile will be inseparable. Social media and mobile already live in symbiosis and we will only continue to see them merge over the course of this year. Mobile activity has allowed social media to live in real time by allowing users to create updates, tag friends and check in on their mobile devices. Smartphones represent 50 percent of new mobile devices being purchased and the growth of connected devices will only continue to rise. Ericsson estimates that there will be over 50 billion connected devices in circulation by 2020, including laptops, tablets and smartphones. In North America, 2014 will mark the first year that online access is greater from mobile devices than a desktop or laptop. Keeping an eye out for authentic ways to make use of emerging social/mobile applications will be of great value to those in hotel marketing.
  7. Content marketing will replace traditional advertising. Traditional advertising is rapidly losing value as hotel marketing professionals begin to take advantage of effective content marketing. Marketing's new mantra, "Brands must now act as publishers," has come about due to social media and its potential to engage in meaningful conversations with loyal fans and clients alike. You will be able to drastically reduce investments in traditional paid media by implementing media tools such as blogs, social media, newsletters, webinars, eBooks, photo or video sharing and shared media. If brands begin to "opt out" of being a producer, SEO efforts will be affected. Google is now weighing current content, social proof and author scores in their results ranking. Simply put, you need to create and share content while engaging people if you want to be recognized moving forward.
  8. Renewed focus on property websites. Finding ways of encouraging direct bookings will be one of the most important parts of a marketing director's job in 2014. Considering travelers are increasingly taking their transactions online, the hotel's own website needs to become the most important avenue for bookings to gain the highest ROI. After American hotels spent an estimated $2.7 billion on OTA commissions, the rates rose and restrictions tightened. Hotels are looking at any and all ways to increase direct bookings in 2014. This means that hotel websites will need to create incentives through booking with them directly rather than via the OTAs. Fresh content, consistent updates of promotions and rich media will draw in the guests.
  9. Review site tactics. According to The Wall Street Journal, Yelp reports 50 million users across its web and mobile platforms. TripAdvisor has become the world's most popular travel website with 34 million unique users each month. Google Places is the Yellow Pages of the digital age meaning that business listings also show up on iPhone searches as well as on Google Maps. In 2014 there is a need to:
    • Monitor Yelp, TripAdvisor and Google Places reviews and alert management of any low reviews twice a week
    • Comment on glowing reviews to thank them
    • Comment on low reviews and how the property intends to handle future situations
    • Feature Yelp deals
  10. Reputation Management. There is much anticipation that reputation management will begin to dictate the hotel industry in upcoming years. Considering there are millions of reviews written each day across a plethora of different platforms, the world wide web has the power of influencing one's decision making process; being able to manage your businesses reputation will determine success or failure. TrustYou had made it their mission to influence travel decisions in a positive way, developing a technology and software making it simple to monitor, manage and market a businesses reputation. Another company, Flip.to, has been making strides to tap into the market of potential travelers' family and friends considering 70% of customers take recommendations from their family or friends when choosing a product, brand or business.

ROBERT A. RAUCH, CHA
Robert Rauch serves as President of R. A. Rauch & Associates, Inc. He is a nationally recognized hotelier serving clients in all facets of the industry. Rauch has over 35 years of hospitality-related management experience. Widely recognized as the "hotel guru," Mr. Rauch maintains a blog where he expounds upon insights and trends in the hospitality industry at www.hotelguru.com.


0 Comments

Hotels plugging in to the trends

10/22/2013

0 Comments

 
Picture
Hotels are looking at client's changing needs and adapting their offerings - with technology demands forcing the most changes. - Wilna 

By Jodie Jacobs, Special to Tribune Newspapers

In trying to meet customer demands, hotels have done the comfortable bed and bedding bit. They've added healthy menu items. And now they are picking up on social media traffic.

Lobby makeovers feature open spaces, plug-in places, comfortable seating and attractive design that encourage work on iPads and laptops and chatting in person or by text. And you don't have to go up to your hotel room for it. Older hotels are updating as newer ones are tech savvy to start. Here are some examples in Chicago:

Marriott International: "In the past, hotel guests were 'siloed.' They would return from a meeting or event and take the elevator up to the room. Now they can meet and stay in the lobby. There is space to relax, eat, drink," said Peggy Fang Roe, Marriott International's vice president of global operations, based in Bethesda, Md.

"About 18 months ago, we researched the next generation of travelers' mindset. They have a mobile, social and more cellular mindset," Roe said.

Marriott has translated that into an app that allows online check-in, similar to the airlines' digital procedure. When guests arrive, they give name and ID to an agent, who goes to a pod where the key is waiting. The app was rolled out at the Chicago Marriott Downtown Magnificent Mile this fall.

Guest room updates include convenient placement for charging electronics and connections next to a chair or bed. "A lot of people don't sit at a desk," Roe said. "Our philosophy is to enable you to use the technology you bring."

Hyatt Regency Chicago: Airport-style self-check-in came to the Hyatt Regency Chicago in a multimillion-dollar makeover unveiled in April.

A guest goes to a touch-screen iPad kiosk, punches in a name and confirmation number and scans a credit card to have the kiosk spit out the key. Face-to-face registration is still available, however.

Public area work spaces dot the ground floor and second levels. Movable stations where guests can plug in mobile devices are tucked under the escalator, and plug-in outlets are strategically spaced along windows near the Wacker Drive entrance. Up a level, the sky bridge connecting the east and west towers has become popular to plug in or kick back.

In addition, American Craft Restaurant and Bar and the Market reflect the locally sourced food trend.

"Several elements were incorporated as a direct result of our guest feedback," general manager Patrick Donelly said.

Radisson Blu Aqua: Pierre-Louis Giacotto, Radisson Blu Aqua's general manager, added another element in the hotel trend mix: the environment. Located in architect Jeanne Gang's Aqua Tower, whose undulating exterior made it an instant landmark, the hotel boasts operations and construction certified as Leadership in Energy and Environmental Design (LEED), as determined by the Green Building Certification Institute.

Guest rooms have light sensors that turn lights on upon entry and off after leaving. Instead of printed information, Intelity ICE (Interactive Customer Experience), an electronic hotel management system that operates on the room's TV and hotel iPads, assists guests with room service, wake-up calls, hotel facilities and area attractions.

"The trend is technology and design, but it is also green," Giacotto said. "People are more concerned now about the environment."

The Langham: Blend landmark building with fine design, bump it up to the luxury category, and you have The Langham Chicago. Owned by Hong-Kong-based Great Eagle Holdings, The Langham opened this year in the former IBM Building, designed by architect Ludwig Mies van der Rohe.

Dirk Lohan, van der Rohe's grandson, designed the clean-looking ground-level lobby. Dangling glass pebbles that reflect color and light set the luxury tone in the second-level lobby.

But technology isn't forgotten. Watch what you want by connecting your iPhone or iPad to the TV to see movies or something from iTunes.

"If you can do it on your own at home, why not make it easy to do here using the technology available," said Langham spokeswoman Rebecca Werner.

"People have greater access to information now," said hotel manager Joe Aguilera. "We make it easier for them to access this technology, from more outlets throughout the hotel to an in-room 'jack pack' that allows guests to easily connect their electronic devices to our 55-inch television that also acts as monitor." So, no need to buy hotel movies anymore.

All the comforts of home, only better!


0 Comments

Luxury travel trends

8/27/2013

0 Comments

 
Picture
I was intrigued by this new trend in luxury travel - made me think more about exploring innovative yet appropriate luxury alliances for my clients. Wilna 

Luxury travel trends: airlines' luxury brand partnerships. In their efforts to lure business- and first-class passengers, airlines are partnering with luxury brands to revive the glamour of flying.
By Lola Pedro

Fabergé jewellery for sale on selected VistaJet flights Photo: Fabergé

Budget flights have made holidays accessible to many, but at the other end of the spectrum collaborations between airlines and luxury brands are gaining ground as a way to ensure luxury travel experiences remain a coveted status symbol. By integrating and flaunting the expertise of other luxury brands that align with their overall identity, airlines are providing the very best travel experience possible or, at the very least, boosting their own brand calibre and consolidating their reputation as purveyors of quality.

Today’s discerning premium travellers appreciate collaborations that address their travel needs or are exciting enough to catalyze patronage, especially when the brands feel appropriately matched. Positioning itself as a brand that likes to ‘challenge the status quo and stand out from the crowd’, Virgin Atlantic’s synergy with Vivienne Westwood is so apparent that it is almost unsurprising that the airline recently announced that the British fashion label is to design all its staff uniforms.

Consumers are readily embracing these new brand clusters. In the case of luxury travel, flights are an ideal platform to showcase and offer the best of other brands’ products. Limiting these perks to premium cabins and making these branded offerings exclusive also provide the flyer with a compelling story that continues long after the flight has landed.

Here are some recent examples of how airlines have been teaming up with other brands, combining the best from multiple worlds and delivering exceptional products and experiences to their premium passengers:


Exclusive Fabergé jewellery only available on VisaJet flights
  • March 2013 saw Fabergé launch a collaborative project, Egg Miles, with private-jet charter firm VistaJet. As part of the project, the jewellery brand commissioned British artist Ian Davenport to create a special design based on Fabergé’s tradition and heritage for the tail of VistaJet planes. Over a three-week period, a range of limited-edition, egg-shaped Fabergé pendants were also available to passengers on board VistaJet flights, priced from $7,900 (£5,000).

Michelin-starred chef designs menu for Air France 
  • From February 2013, Air France business-class fliers have been served dishes designed by Michelin-starred chef Michel Roth. The eight-month promotion will allow passengers to choose from six main dishes, with menu options changing twice each month. The gourmet menu is available on all long-haul flights from Charles De Gaulle airport in Paris.

Delta partners with Westin Hotels on in-flight amenities
  • In February 2013, Delta announced a partnership with Westin Hotels to provide business-class passengers with in-flight amenities. The hospitality brand will create special ‘Heavenly Bed’ blankets and pillows, which will be available on transcontinental US flights. Passengers with journeys of over 12 hours will also be offered Heavenly Bed lumbar pillows during their flight.

Marimekko and Finnair unveil design collaboration
  • In 2012, Finnish design brand Marimekko announced a partnership with national airline Finnair. All of the airline’s planes will feature a specially designed collection of textiles and tableware, and two long-haul aircraft will feature Marimekko-designed livery. During the three-year collaboration, an exclusive selection of Marimekko products will be available to purchase in-flight and at the Finnair Plus Shop.

Twinings creates specialist blend tea for British Airways
  • In February 2013, English tea brand Twinings launched British Airways Signature Blend, a specialist-blend tea bag commissioned by the airline. The tea blend is available to passengers on all BA flights, however premium cabin passengers can exclusively enjoy the Whole Leaf Silky Pyramids range, which includes specialty teas such as Red Berry Fool, Jasmine Pearls, Mint Humbug and Honeycomb Camomile.

Dr. Hauschka skincare treatments launched in Virgin Atlantic Clubhouse spas
  • Virgin Atlantic recently announced its partnership with luxury natural beauty brand Dr. Hauschka. From August 2013, premium passengers travelling through Virgin Clubhouses in selected UK airports can experience a holistic range of treatments from Dr. Hauschka-trained therapists. Travel-sized products, including balms, scents and essential oils will also be available for purchase in the Clubhouse Spa shop.


Designer uniforms, branded holistic spas and Michelin-starred haute cuisine menus are just the beginning. Soon we will see luxury travel companies reaching even further out of their industry, potentially partnering with more obscure brands and investigating what these more experimental collaborations can offer them and their customers.

Lola Pedro is a senior industry analyst at London-based trend firmtrendwatching.com. One of the world's leading trend firms, it monitors and reports on emerging consumer trends, insights and innovations. You can follow its latest reports on Twitter @trendwatching.


Article from Telegraph UK  :


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