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Who needs a concierge?

In our internet driven and social media obsessed world we can access numerous review sites, read travel blogs, get directions instantaneously and ask friends for recommendations at the click of a button (or face to face if we are feeling old school). With this in mind, I have been questioning the need for a hotel concierge. I mean, what can they tell me that Google can’t?! Especially if they look like miserable, tired, ‘bored with life’ type people wearing uncomfortable hotel uniform…and start to awkwardly twitch as you approach them with a simple question.

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Yes I’ve experienced concierges like this many times over the past few months, one at a hotel in New York in the summer who even went to print something for me from the back room and never came back..!

Surely hotel owners should be looking for other cost effective ways to help travellers find what they need – internet kiosks in reception or no strings attached free WiFi for example which is increasingly a guest expectation rather than a ‘nice to have.’

That’s what I thought until staying at The Shore Club hotel in Miami. Half reluctantly being led by my hubby over to the concierge desk on our first day we were greeted by Reo, a friendly looking guy in his late 30s wearing a loose fitting, bright coloured shirt. He welcomed us over with a huge smile, shook our hands and immediately complimented my engagement ring. Yes one could argue this was maybe a touch on the ‘false’ side, but I didn’t care. I’m on holiday and this guy was making an effort to make us, as guests of the hotel, feel welcomed and a little bit special.

We got talking about all of the things we could do during our stay in Florida and it became clear quite quickly that he knew his stuff, telling us the best bars to go to, the best Keys to visit, the best restaurants to eat in on each Key and the best day of the week and time of day to go. He was talking from experience, giving us little anecdotes from his own personal adventures. He was passionate and clearly loved his job. Every other guest who walked past gave him a wave. He asked how the things he’d recommended they do had panned out, remembering each person and exactly where they had been without taking any focus away from us. He spoke to us about how he ended up in Miami, having lived in the Caribbean, South America, LA, Australia and London. He randomly switched to the most impressive South London accent I have ever heard an American do which could have fooled even a Londoner into thinking he was from Streatham. He printed stuff out for us from the room behind him whilst still talking to us, rather than doing a disappearing act.

All in all, Reo was amazing and completely changed my view of hotel concierges. We even became the people giving him a little wave the next day as we came back from our trip to the Keys and he couldn’t wait to ask us about it. As we hopped into our car yesterday he bounced over to see us off, asking where we were heading for the day, genuinely caring about us making the most of our trip, telling us ‘I’m here for you if you need anything.’

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Reo clearly injects his personality into every interaction he has with each guest of the Shore Club hotel, wholeheartedly caring about each individual having the best holiday possible with nothing being too much trouble. But above anything, he has a twinkle in his eye and loves what he does. It’s not so much about what he is recommending guests do, but the way in which he recommends it.

This is absolutely when hotel concierges are worthwhile – when they not only tell you about the experiences you can have, but become part of the holiday experience itself. Anyone can simply look up an address and send something to the printer. Hotels should be looking to only employ a concierge who can naturally do more than this…an individual who is passionate about travel and people…an individual who doesn’t just follow the hotel brand guidelines but someone who does their own thing to make every guest have the best trip they can possibly have.

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For the airline industry, big data is cleared for take-off

Very interesting to read about how airlines are taking advantage of big data within their customer offering

Fortune

When a customer checks into a flight with United Airlines [fortune-stock symbol=”UAL”], there is typically an array of potential add-on offers to navigate through: flight upgrades, access to the airline’s United Club, and more.

Under United’s old “collect and analyze” approach to data, the airline would use information about customers’ choices about those items, in aggregated fashion to “see what the most successful products were, and market with those [insights] in mind,” said Scott Wilson, the company’s vice president of e-commerce and merchandising.

That approach has changed. As of the beginning of this year, “collect, detect, act” is United’s new data-focused mantra, and it’s changing the way the airline serves its customers.

“Now we look at who the customer is and his or her propensity to buy certain products,” Wilson explained. More than 150 variables about that customer—prior purchases and previous destinations among them—are now assessed in real time to determine an…

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What is the quickest way to board a plane?

Many will agree that boarding a plane can be a frustrating experience. Being stuck in a queue, in a narrow aisle, whilst others around you fight for overhead luggage space is enough to get you in a bad mood. This article has acknowledged that the typical way we board an aircraft is not efficient and claims to have the ultimate solution:

http://www.vox.com/2014/4/25/5647696/the-way-we-board-airplanes-makes-absolutely-no-sense

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13 amazing beaches, and you can find ALL of them in the UK

As much as I love to leave the UK and travel around it looks like there might be some pros to our little Island too…

Metro

So, turns out you don’t actually have to book an £800 flight to the Caribbean to laze on a beach that will make your entire Facebook following have a little cry – some of the prettiest beaches are right here in Blighty.

We’ve picked a few of the most beautiful shores in the UK, and you can visit *most* of them without having to jump on a plane. Dream.

1. Lulworth Cove, Dorset

Known as one of the seven wonders of the UK (apparently) this dreamy beach welcomes half a million tourists a year – it’s also super close to Durdle Door, another one of the beautiful beaches on this list.

 Lulworth Cove, Dorset Beautiful Lulworth Cove (Picture: Geoff Moore/REX)

2. Porthcurno Beach, Cornwall

Right on the very tip of Cornwall is this gem – it’s only three miles from Land’s End, and the surrounding area has some of the highest recorded temperatures in the country because…

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More than just the meter

Taxis have been a hot topic in the news this week and this has got me thinking about the different ways taxis and minicabs feature in our travel experiences.

For many of us, a cab ride to and from the airport signifies the beginning or the end of a trip. These threshold moments, as we shut the car door and hear the engine rev, bring a host of different feelings. It could be the sheer excitement in knowing you’re jetting off somewhere exciting…it could be the anxiety around needing to get to the airport in good time or the unease, even guilt, at having left loved ones behind when off on business. In many cases, on the return leg, it’s the sinking feeling in knowing the holiday is really over and it’s back to the grind…or for some, even concerns around finding your home as you left it.

So lots of emotional highs and lows depending on numerous circumstances… From the type of trip you are going on, the time of day and whether you are alone or with others… to whether it’s driving to or driving back home from the airport. All of these things can affect the mindset of a traveller and taxi drivers need to pay attention to more than just what’s on the road and tune into the needs of their passengers.

In many cases they don’t know how to. For example, a cab ride with friends to Luton airport a few days ago (at 4.45am) involved a 10 minute stop for petrol, despite us talking en route about being pushed for time and the likelihood of having to battle through the crowds at the check in desks. The driver definitely had enough in the tank to get us to Luton but for some reason hadn’t paid attention to our sense of urgency or even checked what time our flight was before deciding to stop.

I’ve also had numerous encounters where I am on my way home from Heathrow after a long transatlantic flight with little sleep and all I want to do is spend time thinking, reflecting (and more commonly nodding off). In these circumstances I’ll often pull the short straw and get the driver who insists on interrogating me about my trip…asking about my job and offering opinions, verdicts, solutions and stories of his own. Normally I appreciate the chit chat, but not when I’m so tired I can barely string a sentence together.

This type of conversation is best suited to when I’m on my way to the airport, especially when I’m going to a new destination. For example, I went to India for the first time a couple of months ago and the cab driver who took me to Heathrow had been to India several times before. Our conversation added to my intrigue and suspense about the country I was about to spend the next two weeks discovering.

And what about the taxi drivers at our destination? Cabbies on the other side are often our first insight into the new culture we have entered into…the first physical contact we have with a local. Often the shoe is on the other foot here and my co-travellers and I will be the ones asking them the questions and seeking their advice, making small talk to try a get some initial insight into our new temporary home.

Sometimes we’ll end up having deep and meaningful conversations and I’ve occasionally found myself thinking back to conversations in cabs and words of wisdom shared by taxi drivers themselves…from discussing the Tibetan population in New York City to the extreme poverty and slum life in New Delhi.

Right now I’m staying in a small village in Cyprus and was delighted to discover that the taxi driver who takes us back from the restaurant area is the son of the person who works in the village pizzeria and the same person who came to sort the WiFi in our villa. Speaking with him (albeit after a few drinks) resulted in a really memorable 5 minute journey where we ended up learning some of the local lingo.

The best drivers in my view are the ones who stay with you for long run. The ones in countries such as India, Sri Lanka and Thailand who, for an agreed upfront charge, accompany you for the day and go beyond being just a driver, becoming more of a ‘tour guide’ or ‘partner in crime’…doing whatever it takes to get you to your meeting, event or tourist attraction in time and even waiting patiently for you until it’s finished to take you back without you having to worry about transport.

The worst, on the other hand, are the rude, obnoxious drivers who barely acknowledge your existence, the ones who take the strange back streets and make you question your safety, and the ones who seem to just want an argument. I had an incident a couple of weeks ago in New York where the driver misunderstood me asking to go to a street number rather than a building number and nearly reached boiling point whilst blaming me for the mishap. Needless to say he didn’t get a tip.

So lots of examples of the different ways taxi drivers can affect our travel experiences, for the better and for the worse. It goes without saying that cab drivers, often far more than they are aware, contribute enormously to the highs and lows of a trip and set the tone for the journey, day or holiday ahead. And in many cases they become more than just a driver. We, as travellers, where possible should reap the benefits of this, learning from their knowledge and expertise and adding colour to our overall travel experience.

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The hotel mini bar saga

Something I pay close attention to whilst staying in hotels is the mini bar. In fact, one of the first things I do when I check into any hotel room is suss out the mini bar situation. This has become a kind of ritual as I settle in and familiarise myself with my temporary ‘home’, despite the fact that 95% of the time I wouldn’t actually buy anything from it. We’ll come onto that.

The contents of a mini bar can tell you more about the hotel brand and the location you are staying in than you might realise. For example, I stayed in a quirky boutique hotel in Moscow a couple of years ago called the Golden Apple and was amused to discover that vodka was cheaper than water. Got to love the priorities in Russia!

This mini bar in the Eros Hotel, New Delhi also intrigued me in its dominant offering of British branded alcohol:

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Coincidence? Or a reflection of how prominent British culture is in modern India?

And this picture below taken of a mini bar in the Zetter hotel where I stayed a couple of weeks ago in Farringdon London, has moved away from your typical classic ‘open-the-cupboard’ mini bar to having all the tempting snacks in full display on the unit next to the bed. What is more interesting is the hotel’s choice to supply a product called ‘Faust’s potions’ – a relatively new product on the market, described as a ‘recovery pack aimed at professionals to help you feel your best’… or in other words, to help ease the hangover. Says a lot about the clientele… I had in fact just come from an evening of wine tasting!

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So we have lots of different types of mini bars offering a range of different products. But who is actually buying the contents? Apparently very few of us according to TripAdvisor who shared results from a research study conducted for them by Ipsos earlier this year which suggests that mini bars are soon to be a thing of the past. Only 14% of global travellers consider the mini bar an important amenity whilst 63% of global hoteliers have already done away with the mini bar.

This made me question why I very rarely take anything from the mini bar and I came to two conclusions. Firstly, the majority of snacks in a mini bar are loaded with carbs and covered in chocolate. Although I love to indulge, especially when I’m on holiday, I tend to do my indulging when I’m out and about. Snacking on crisps and chocolate is often the last thing I want to do when I come back to my hotel room after a heavy meal, or when I leave the room first thing in the morning. Mashable, in its 15 ideas that would vastly improve travel suggests that healthy vending machines offering olives, dried fruit and organic foods would go down well in hotels and I have to agree…not just for corridor vending machines but within mini bars in bedrooms too.

Secondly, there’s the guilt thing. We all know that the prices of products in mini bars are likely to be at least treble the prices of the same products in the shop just outside the hotel. We have also clocked onto the fact that mini bars are designed to catch us at our weakest moment, with some hotels now (like the Zetter) having their mini bar products in full display, eyeing up their guests and luring them in. As tempting as the display might be, I think that travellers are outsmarting the system and realising that popping down to the 7-11 to stock up on water and snacks for the room is the way to go. People just can’t justify the current cost of products from a mini-bar, even business travellers using the company credit card. We want to feel smart about the choices we make when we travel and spending over the odds for a bottle of water, a packet of crisps and a shot of whisky doesn’t seem so clever. So we’ll apply control, restrain ourselves and resist temptation…or be shrewd and come armed with pre-purchased snacks.

Perhaps if hotels considered significantly lowering their mini bar prices to a level that guests are more likely to be able to justify (with less margin but still enough to make some profit) the impending death of the mini bar might be less of a reality. Oh and they should look to supply some healthier product options. Personally I think it would be a shame if mini-bars ceased to exist. They are an iconic feature within hotel rooms and, like I said earlier, having a look at what’s on offer helps ease us into our temporary ‘home.’

I’ll finish this post with a story of a mini bar incident that occurred on a business trip earlier this year which still makes me chuckle. We were in New York, staying at the Intercontinental Times Sq. One of my colleagues, the newest member of the team who was excited to be on his first trip away for work, started getting to grips with his room. He was intrigued by the bright coloured packet on top of one of the cupboards and upon closer inspection, realised this was a condom pack. He then realised that attached to this pack was a wire and that wire ran back behind the cupboard connecting to something else. By the time he had registered what it was connected to – the mini bar – it was too late. He had nudged the condoms and they had now been out of position for over 10 seconds. The sign next to the bar said that anything out of place for 10 seconds or more would be charged – the bar had a sophisticated sensor system so could recognise this. The panicked expression on his face and shaky explanation to our team of what might be appearing on his room bill at checkout is something I’ll never live down.

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Dog friendly hotels

My three favourite things in life (aside from all the things you are meant to say) are travel, food and my dogs! This weekend I was fortunate enough to combine all of these on a trip to Lymington, a small town on the edge of the New Forest.

We (6 adults and 2 dogs) stayed in a dog friendly hotel called Stanwell House, right in the heart of the town.

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This got me wondering about dog friendly hotels in general, namely how challenging it must be to provide great service, not just to ‘human’ guests, but to those of the canine kind too.

Stanwell House certainly made my two ‘canines’ feel at home right away with the lovely greeting they were given by the staff at reception. I guess the key part of ‘dog friendly’ is the word ‘friendly’ and this was absolutely my first impression of the hotel staff as they stroked and cooed at my two furry boys whilst assigning us to our rooms.

The welcoming feeling continued as we moved into our room to discover some dog treats and a blanket laid out with an accompanying note:

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This was a lovely, unexpected surprise and in fact more satisfying to receive than the pack of shortbread biscuits laid out for myself and the hubby, knowing the hotel had cared enough to consider that a happy dog means a happy owner.

I have stayed in ‘dog friendly’ places before where, although dogs were technically allowed, this wasn’t really publicised. This resulted in us feeling like we were doing something wrong during our stay whenever other guests saw our dogs.

Let’s face it – even the most well behaved dog will bark, smell, knock things over, chew stuff, slobber, whine, growl, pee on things – you name it…these are the things that dog lovers let go over their heads. So a ‘dog friendly’ hotel has a big challenge on their hands – striking the right balance between making guests with dogs (and the dogs themselves) feel at home whilst keeping their other guests – those who couldn’t care less about dogs or those (I hate to say it) who detest dogs just as happy.

Stanwell House got this balance spot on. There were no traces of ‘doggy smells’, the hotel was immaculately clean with lots of doors to access the garden areas and there was even a separate eating area for those with dogs which, importantly, didn’t feel cut off from the rest of the dining area.

It’s a lot of fun travelling with your dogs, but my family and I often find it tough to locate half decent accommodation where having a dog on display in a hotel doesn’t offend other guests and make the hotel staff feel uncomfortable. I’d like to hope more of the places who claim to be ‘dog friendly’ follow the example of Stanwell House. Rocco (below) certainly slept very peacefully:

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And if you’re wondering about my other love – the food – this was absolutely exceptional. It was beautifully presented and tasted delicious. These pictures don’t do it justice:

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Hotel website: http://www.stanwellhousehotel.co.uk

Larry David on customer experience

Larry David’s take on the travel customer experience

I am a massive fan of Curb Your Enthusiasm. While some may find him irritating, I can’t help but think that Larry David’s experiences in hotels, restaurants and on aeroplanes beautifully capture some of the anxieties and inconsistencies we endure as customers of travel.

If, like me, you think Larry David hits the nail on the head, take a look at some of my favourite LD clips here:

Larry David on tipping a bellboy

Does a thorough tour of the room really deserve a $20 tip or is it an unnecessary waste of time?

Larry David on sticking to your cabin
The unwritten rules around sticking solely to toilet usage in your own cabin.

Larry David on how the chosen attire of other passengers can affect the in flight experience
How the hairy legs of the guy next to you can be a rather unpleasant distraction on board!

Larry David on sample abusers
How far is too far when it comes to ice cream samples?

The future of travel booking websites

Just sharing this thought provoking post from http://qz.com on the future of travel booking websites.

To give you a flavour, Steve Kaufer, CEO of tripadvisor reckons that “the next big revolution in travel is going to be about serving the traveler when they are in market, and we think technology will be driving that change.”

To read more about this visit :

http://qz.com/196746/tripadvisor-doesnt-just-want-to-help-you-choose-a-hotel-for-your-holiday-it-wants-to-come-with-you/