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With no set definition of what constitutes a five-star hotel around the world, the experiences you have can wildly differ.
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Hotel groups tend to side-step this slightly by putting their brands into categories like “luxury”, “lifestyle”, or “premium”, but again, the standard might not be the same even comparing two properties in the same band.
One of the perks of being a travel journalist is that I’ve been lucky enough to have had more than a few swanky stays, and there are some small, but noticeable, elements that set an ultra-luxury hotel apart from all the rest.
As key as the hotel’s design, location, and views are, it’s more about the level of service. It’s next-level, but most importantly, I’d define it as being two things: Unobtrusive, and unprompted.
Put simply, staff are at hand at all times but you don’t feel them hovering, and they often seem to predict what you need before it’s even occurred to you.
Here are some more concrete signs that you’re staying in a true luxury hotel…
You check-in sitting down
After a long travel day, checking in at a hotel feels like an insurmountable final hurdle.
Mentally, you’re already lying face down on those crisp white sheets; physically, you still have to hand over your ID, listen to someone rattle on about where breakfast is, and what time the spa is open until, and when you need to check out…
While the check-in desk does still exist in luxury hotels, you won’t spend longer than a few moments there before being guided to a comfy sofa to complete a far more streamlined check-in process with a fresh juice (or, depending on the time of day, a glass of champers).
It won’t take long, but while you’re relaxing, your baggage will be whisked away to your room.
No need to awkwardly wait around for it to arrive after you – or, even worse (IMO), when you have to walk a step or two behind someone pushing the luggage that you’ve already successfully navigated airports, train stations and taxis with just fine, thank you very much.
Some hotels will even take it a step further with in-suite check-in, too.
You don’t need to unpack
While it’s certainly not for everybody, some luxury hotel brands – like St. Regis, which assigns butlers to those staying in suites – offer packing and unpacking services.
I tried it once, and while I’ll admit that the person packing probably did a more efficient job than I would have, I didn’t like not knowing exactly where everything is.
I also tend to put things I know I’m going to need soon at the top of my case, and while it does sometimes feel like staff at ultra-luxury hotels can read your mind, they probably can’t predict that the next stop on my trip involves a beach day requiring a bikini and sun hat.
There are menus for everything
Personalisation is key when it comes to luxury hotels, and this translates into menus for everything.
Prefer feather pillows, or memory foam? There’s a menu for that.
Want staff to draw you a bath that you can sink straight into after a day out exploring? There’s a menu for that, too.
During a stay at the Four Seasons Resort Bali at Jimbaran Bay a few years back, I even encountered a “work from hotel” menu where you could ask to borrow things like a keyboard or a computer monitor.
The minibar is included – and/or laundry
For years, I considered ordering room service to be the height of decadence – an act likely to bankrupt myself and future generations.
Then, after being “forced” to order it after finding the hotel restaurant fully booked (and being extremely unwilling to head out in search of an alternative) I discovered it’s… actually not badly priced, all things considered.
The minibar, however, is where I draw the line.
Thankfully, ultra-luxury hotels often include minibar snacks – and they’re not just your bog standard KitKats and Pringles, either. I still think about the cashew nuts with tom yam seasoning I had at ÀNI Thailand, and the fresh coconuts daily were certainly appreciated, too.
Another perk I love at a posh stay is when laundry is included, like at the Bvlgari. As someone who tends to travel for a few weeks at a time over shorter trips, and someone that has had their precious coins eaten at a laundromat more than once, it’s an absolute godsend.
Both things speak to the fact that the hotel doesn’t need to nickel-and-dime you – an extra few euros here and there won’t make a difference to their bottom line, but it will irritate travellers who have spent a lot of their hard-earned cash on the room rate.
A super turndown service
A gripe I have with hotels nowadays is that none of the controls for anything are manual. You need a remote control for the blinds and curtains, and then there’s a million buttons next to the bed with different lighting modes.
And don’t even get me started when you can’t do anything unless you use the in-room iPad shudders.
So it’s always nice when you come back post-turndown service to see the blackout curtains are already down, the lighting is at a nice level, and there’s a pair of slippers next to your bed with a chocolate on the pillow.
The most luxurious hotel brands take it a step further by leaving gifts, and they’ll often reflect what you got up to that day (assuming you booked an activity through the property) – after a day on a tea plantation in Sri Lanka, I was once gifted some tea to take home and some handmade cups to enjoy it in.
Staff know your name – and your preferences
It might be slightly disconcerting at first, but it’s the job of staff at ultra-luxury hotels, from the doorman to the waiter, to know who’s staying at the property and to greet them by name.
It’s meant to make the stay feel more like a homecoming, but it also has an unexpected bonus: You never have to sign for a bill, either.
While you can share preferences with many hotel chains on things like opting for a higher floor or a smoking room, the crème de la crème will pick up on things like your preferred coffee or cocktail, and go beyond knowing your allergies – you’ll tell staff at one property you hate coriander, and that information is passed on at each and every stay.
You don’t even need to be a regular guest for this treatment, either, as many hotels will look at your social media presence to glean information they can use to customise your stay.
Creepy, or genius? You decide…
Things have your name on it
A hand-written note from the general manager welcoming you to the property is pretty standard, but what about a pillow with your name monogrammed on it?
That’s exactly what you’ll get at The Peninsula Beverly Hills, and for those with furry friends, there are monogrammed dog towels, too.
It might seem a little old school now, but some hotels like the Rosewood also create personalised stationery like envelopes or business cards for when you’re “in residence”.
The hotel operates on your time, not theirs
A broad concept, I know, but walk with me here.
A typical hotel experience involves you being told what time check-in/check-out is and when the restaurants, bars and other facilities are open. At an ultra-luxury hotel, that’s definitely not the case.
For example, at The Peninsula, guests can check-in as early as 6 am and check-out as late as 10 pm as standard, and many high-end properties keep their occupancy rate well below 100% which means they can accommodate any arrival or departure time.
In cases where this can’t be accommodated, some hotels also have day rooms for use by guests.
You can eat when you want, too, and that goes beyond 24/7 room service. During a stay at the Bvlgari Resort Bali, I was able to order in-villa breakfast at any time (once per day), and the menu was absolutely massive – and included cocktails.
Housekeeping also keeps to your schedule instead of trying to clean as many rooms as quickly as possible. Instead of a bleary-eyed wake-up call, staff seem to have some kind of sixth sense about where you are in the property and know when they can clean without disturbing you – and in some cases, they’ll do so multiple times a day.
They don’t just tidy around your stuff, either, as they’ll often organise your toiletries in the bathroom or make sure your charging cables are wrapped up in a (branded) cord-keeper.
They know what you need, before you even realise it
Staff are paid to remove any friction from your stay, so while they might not be able to control the weather, or the number of bugs you encounter, they can hand you an umbrella before you head out and make sure you have mosquito spray in your room.
Again, personalisation is key – I’ve had staff replace a tube of toothpaste that was running out, and leave aloe vera in the bathroom after overhearing I was sunburnt without being asked.
The hotel has a house car
While no one would blame you for wanting to make the most of the facilities, should you want to leave the luxurious limits of your hotel, some brands offer use of a house car.
At Aman New York, you can be dropped off for free anywhere within a 20-mile radius, while The Peninsula London offers the same within a two-mile radius.
For those who prefer to drive themselves, the Hotel Café Royal in London offers guests the chance to get behind the wheel of supercars such as a Porsche 911 Turbo or a Ferrari 488 during their stay.
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