Showing posts with label how travel writers discover and select hotels. Show all posts
Showing posts with label how travel writers discover and select hotels. Show all posts
Where travel writers stay when they go on holidays
Which hotels do travel writers check into when they go on holidays? That's what Mark Hudson, a writer himself for The Sunday Times, among other publications, was keen to know, so he asked 50 of them (including myself) and published their recommendations, 'Where travel writers pay to stay', on his site 101 Holidays. I've been meaning to share this one with you for a while. If you're a regular Cool Travel Guide reader, you'll know (from this post and others) that I've been increasingly frustrated with user-generated content of the kind you get on Trip Advisor, and find myself looking more and more for recommendations by experts, so I was pleased to see Mark do this. Ah, but you say, aren't all hotel reviews in magazines and papers written by experts? Well, yes they are, but they aren't always the kind of hotels that the experts actually stay at when they have a choice. Sometimes hotels are reviewed because they're 'hot properties', newly opened, relaunched, or because an advertiser/business partner has asked for them to be reviewed. Pictured above is a detail from the sitting room at the Novecento, a hotel we stayed for pleasure, not work, when we attended the Venice Biennale in June - it's not new and not 'hot', but it has loads of charm, is in a wonderful location, and the staff are some of the best around. 
How travel writers select hotels: the criteria we use, part 2
So, what are some of the other things travel writers are looking for when we're judging a hotel? If you've just joined me, read part 1 here.* The bathroom: is it clean and spacious with lots of light? Is there a rain shower or shower with good water pressure? Does the shower stay up and not fall down and hit you on the head? Does the water get really hot? Does the shower not flood the bathroom? Can you sit on the toilet without having to tuck your needs under the sink? Are there big fluffy towels and hand towels? High quality toiletries? A high-speed hairdryer?
* The hotel: whether it's a luxury property or budget hotel, does it have character, personality and atmosphere? Does it have a sense of style? And what about attention to detail? Are there signs in the lift and is the signage discrete? Are there fresh flowers? A bowl (not a vase) of fruit? Newspapers and magazines, or even better a lounge with library? Wi-fi in the public spaces? If it's a luxury property, there should be a decent-sized swimming pool with lots of sun beds. There should be a good cafe with staff who know their coffees, and a buzzy bar with a bartender who knows how to mix a cocktail (our usual test is whether he can make a martini). There should be a fine quality restaurant where locals like to eat. Breakfast should be freshly made, no cereal in packets and no cold scrambled eggs - if it's a budget place, keep it simple and just give us espresso coffee and fresh hot pastries, if it's a luxury hotel then we still expect espresso coffee (no percolated 'American coffee' in a pot), a hot cooked breakfast as well as local breakfast options on the menu.
* The staff: Do they smile? Are they welcoming, warm and friendly? Do they ask how you are? Do they offer to help with your luggage and shopping? And do they back off when you don't need assistance? Are they intuitive, attentive, accommodating, and have a 'can do', 'anything, anywhere, anytime' attitude? Does the concierge know the town like nobody else and can organize anything for you? Do they break the rules and go beyond the call of duty if they have to? As Mr and Mrs Smith asked in a recent post on what makes a boutique hotel: would they fix me a bite to eat if I arrived after hours? (Disappointingly, we recently found that one much-written-about five star luxury hotel on the Italian Riviera wouldn't!)
* Check-out: Is it fast and efficient? Do they manage to print up a correct bill without too much fuss? Do they ask you how your stay was? Do they seem like they actually cared? Is a taxi waiting or is the car ready with your luggage already in it? Is their goodbye as warm as their welcome so you leave thinking this is a hotel you could happily head back to?
So, have I left anything out? What do you expect from a hotel? And what factors are important to you when you size up a hotel?
How travel writers select hotels: the criteria we use, part 1
As travel writers, we don't wait for the site inspection to start ticking the check boxes. We begin judging a hotel from the moment we arrive. If we're pulling up in a car loaded with luggage and camera gear, we don't want to have to search for someone to help with our bags and find out where the parking is. We want the reception staff to welcome us. We want check-in to go quickly and smoothly and not have to wait around for 15 minutes, and later, when we come down to ask for dining tips (one of our tests) we want the staff to pick up the phone and book us a table (which is exactly what happened at the excellent Golden Palace Hotel in Turin recently.) So what other criteria do we use to select hotels for the guidebooks and stories we write? * Arrival: if it's a four or five star, does the porter take care of our bags quickly and carefully without a hassle, if there's a valet does he park our car, or if not, does someone point us to the garage without fuss; and if it's a budget or mid-range hotel, are we greeted and given instructions promptly?
* First impressions: if it's a boutique place, is it stylish and chic? If it's a design hotel, does it have that wow factor? If it's a beach or spa resort, is the setting sublime and do we immediately feel soothed and relaxed? If it's a luxury hotel, is there a welcome drink, fresh flowers, comfortable sofas? Is the lobby somewhere where you wish you had time to sit? No matter the level of hotel, is it welcoming? Is there atmosphere? Is there low music? Is this a place you're happy to have arrived at, and already you're wishing you were staying longer?
* Check-in: is the welcome warm, as if you've arrived home? Are you checked-in efficiently and with a smile? Is it hassle-free? Do staff explain when and where breakfast is, what time check-out is, where the key facilities are, and point you to the elevator? If there's someone to show you to your room, do they do it speedily? If not, are you given directions so you're not wandering the corridors impatiently?
* The room: is this a room you can enter and immediately wish your own was like this? Is it easy to open the door, turn on the lights, control the AC? Is it clean, quiet, spacious, private, and comfortable? Is there lots of light? A door or window that opens to let in fresh air? Is there a balcony and a view? Is it a room you can relax in? Is the bed so comfortable you never want to get out of it? Do the sheets have a high thread count? Are there lots of pillows? Is the layout well designed, i.e. you're not tripping over things, bumping into furniture, you can find somewhere to open your bag and still get around the bed? Are the amenities well thought-out and do the facilities fit the price range? For a five star we're looking for everything from a fully-stocked mini bar with enticing stuff to eat and drink to an espresso machine, kettle and box of delicious teas? Is there an ironing board and iron and a large safe that holds two laptops? Is there wi-fi that works? Is there information on the hotel and destination? A good 24 hour room service menu? Local magazines to read? Complimentary bottles of water? A bottle of local wine and real wine glasses? Are there slippers or flip flops in the cupboard?
Read part 2 here.
How travel writers select hotels
How travel writers decide upon which hotels they are going to include in a guidebook or story is a topic that received some media attention earlier this year after Lonely Planet writer Thomas Kohnstamm revealed in his tell-all book how he'd favorably reviewed a place after having sex with the waitress on a table. How the staff perform - on the job, not after hours - is certainly something that comes into the equation when we're considering hotels for potential inclusion in our books or articles. But a whole host of other factors are also up for scrutiny. Mr and Mrs Smith shared on their blog recently the qualities that define a good boutique hotel for them in What makes a Smith hotel? The 'wow' factor is high on their list, but also other elements, from a sensational setting and imaginative interiors to remarkable views and a 'nothing is too much trouble' attitude. While these attributes appear on the long list of criteria we tick off, the criteria we use varies depending on the project and readers. It can even vary within the same project. For instance, when we write for Thomas Cook or AA, we know their readers are mature travellers (30 years upwards) who don't want to waste money but are happy to spend up on special properties that will provide them with memorable experiences, whether it's a beach resort or luxury B&B. Lonely Planet and Rough Guides, for instance, have a much wider readership: all ages, all budgets. Lonely Planet's accommodation is structured by economics: budget, mid-range and top-end. And while there are always going to be certain constants we'll consider across all price ranges, for example, whether rooms are clean, there are things that only apply to a particular category, and the list will inevitably be shorter the lower the budget. After all, we shouldn't have many expectations of a place that only charges $20 a night. On the other hand, if the rate is $300 a night then our list is going to be long. We're going to spend more time looking at the property, and we're going to be scrutinizing it a whole lot more closely. That's not to say we don't run our fingers over the furniture at all properties. We do. We also look for mould in the bathroom, scuffs on the carpets, peeling wallpaper, cigarette burns on the furniture, and, yes, we'll have a bounce on the mattress. But the four and five star properties will be the ones we'll check in to. A lot of travel writers will do it the other way around - they'll sleep at the budget hotel and do site inspections of the top end places. But the way we see it is if a backpacker has a lousy experience at a hostel they may only be blowing $30. If a traveller has a dreadful time at a luxury property, they might have wasted a whole week's pay, especially if they're stayed a few days. Although it's important to get it right for all hotels, it's far more crucial at the top end than it is at the lower end. Therefore, it's more important that we experience the boutique and luxury properties than it is for us to stay at a youth hostel. And let's face it, you get to a certain age when you can no longer share a dorm with strangers and you simply prefer to travel with certain comforts. We didn't become writers to travel like teenagers. Nor to copulate on restaurant tables either.The photo? One resort where you're guaranteed a very special experience: the Six Senses Hideaway Hua Hin at Pranburi, Thailand. We stayed in the private pool bungalow, pictured, last October while researching spas, hotels and restaurants for the DK Eyewitness Thailand guide.
How travel writers 'discover' hotels
Hotel gurus Mr and Mrs Smith recently shared their secrets as to How Smith finds hotels on their engaging blog. Mrs Smith is a Cool Travel Guide reader and after she recently commented on my post Don't judge a guidebook by its cover: judge it by its author, I asked her how she selects hotels. Mr and Mrs Smith use a combination of sources: their staff, members, hoteliers, press releases, the media, Smith spies, and hotel books. Travel writers draw on a similar set of resources, dividing We our hotel research into pre-trip and on-the-road research: * PRE-TRIP RESEARCH
1) Travel guidebooks & websites - if we're updating a guidebook, we'll start by looking at the hotels in the book, to see what's in there and what's missing. Then we skim through other guides on the destination. Because publishers like Lonely Planet, DK, Fodors and Frommers have put so much content online, we don't even need to visit a bookshop. What are we looking for? Overlap first of all. If a hotel appears in every guidebook then it had better be special or it had better be the only one in town. If it doesn't appear anywhere else, then we need to find out why. We make notes on these things which we'll investigate later in person.
2) The Internet - we'll look at the websites of hotels on our list and make notes as to which look suitable, suspect, or so fabulous we have to investigate further. We'll check hotel booking sites like Design Hotels, i-escape, Tablet, Hip Hotels, Holiday Pad , Small Luxury Hotels of the World, Leading Hotels of the World, and of course, Mr and Mrs Smith, to see if there are any new hotels that could be worth considering. We'll also do some random Googling. Occasionally we'll check Trip Advisor; there, we're not looking for new properties (as we're more interested in reviews by professional travel critics, people who spend more nights in hotels than they do at home) but rather to confirm any suspicions we might have about a place.
3) Hotel GMs & PRs - because we've stayed at, inspected, reviewed, and photographed tens of thousands of hotels around the globe, we have a lot of friends who manage and work at hotels, so we hear about new hotel openings over conversation, whether it's by email or at dinner, drinks or parties.
4) PRs & press releases - ditto; we have contacts who work on staff at hotels as Public Relations, Media Relations or MarkComm managers, or for PR agencies representing hotels, so we're on a lot of mailing lists and feeds. Dozens of emails arrive in our In Box every day about hotel openings (including invitations to launches!) See Terry's photos of the behind-the-scenes preparations and glam opening of the InterContinental Dubai Festival City earlier this year here.)
5) Travel media - we read every travel magazine and newspaper travel section there is, as many in-flight and hotel mags we can get our hands on, and frequently scour their websites. We subscribe to all the industry and trade feeds and online newsletters. I don't tend to look at travel websites or blogs like Hotel Chatter for new hotels, because generally they've received the same press releases I have, and I'd rather read the information straight from the source than someone else's interpretation. While I occasionally rip items out of travel magazines, due to their long lead times we tend to know about the hotel, and have probably already stayed there, by the time the issue hits the newsstands but their still handy for some we may have missed.
* ON-THE-ROAD RESEARCH
6) Hotel experiences - once we're on the road in a destination, we'll be testing out hotels by staying, eating and drinking at them (both undercover and through arrangement), and by doing hotel inspections. We'll also hear about new hotels this way. While the hotel PR is showing us a suite, she'll probably say "Oh, have you seen the suites at the new xxx hotel? I hear they're lovely but not as spacious as ours."
7) Leg-work - once we arrive at a destination, we'll have a lot of places to check out and try, restaurants, cafes, bars, clubs, shops, museums, galleries, and other attractions, and during encounters with people at these places, we'll inevitably hear about hotel openings.
8) Accidental discoveries - as we pound the pavements of a city all day every day, there'll always be one or two hotels we stumble upon that we haven't read heard about and nobody has mentioned. They may have just opened or may still be under construction, or maybe it's a hidden gem that's been continually over-looked or recently renovated. Either way, we'll be in there checking it out.
So, how do you hear about hotels? And have you ever discovered secret gems that weren't in any guidebooks or websites that nobody seemed to know about? Pictured: our studio apartment at the sublime Aleenta Phuket, which we experienced last October while we were in Thailand for DK.