Luxe Redux: New Luxuries for Today's 5-Star Experience
By David Ashen Principal & Founder, dash design | June 09, 2019
Log enough frequent flyer miles – and rack up enough loyalty points based upon checking in and out of some of the world's most sophisticated hotels and premier boutique properties – and it becomes increasingly rare to leave raving about the experience. In a day and age when more people have access to luxury and convenience than ever before, and are certainly more well-traveled, it can become harder for hotel brands to create a "wow moment" for guests.
That being said, while harder, it's not impossible. I had a hotel experience that made me feel so valued I took to the Hotel Business Review to talk about it last year. In pondering how to create a five-star experience today, I still can't help but to reference the story.
That's because my stay at Swire Hospitality's Upper House luxury hotel in Hong Kong is still among my most memorable. As a group, Swire, which has roots in the real estate and commercial property world, knows how to court its guests and it starts with the ultimate luxury: service.
Swire Hospitality's Upper House, Hong Kong
At Your Service
The Upper House, like many hotels in Hong Kong and a few in the United States, was built with expatriates in mind. Swire had taken over the J.W. Marriott property and converted it into a five-star hotel, with serviced apartments (fully furnished short-term residences with housekeeping services and amenities) on its top 20 floors. This configuration meant there was no typical lobby for guests to be greeted upon arrival, nor checked into their rooms.