At a recent hotel industry function, I was asked which was THE best hotel I have ever stayed at. This has been a common question over the years and one that has an easy answer. It’s also a question to which I enjoy watching the reactions to my reply. I suppose I am expected to mention the likes of ‘The Ritz Carlton in Shanghai’ or ‘The Lanesbourough in London’; however, my decision is not based on six-star facilities or Michelin-rated restaurants, nor is my verdict based on white-gloved waiters or state-of-the-art cocktails. My choice is based on one thing – how the place made me feel.
My team and I have recently undergone a truly humbling experience at BON Hotels. Having always prided ourselves on not only getting the basics right, but also on setting the bar high, we have been found wanting, and in fact, this time around, have got things very wrong.