Hotel Guide by Olga Torner: 6 attributes of ideal luxury hotel service

OLGA TORNER
Mrs. Universe 2016, influencer, publisher of INSIDER.UA, and mother of three children.
Travels 150 days a year, has visited 55 countries, and knows a thing or two about excellent service

It’s time to reflect on the year. I decided to do so in a unique way through my blog. Since 2024 was filled with travel and stays at various hotels, I asked myself: what truly sets luxury hotel service apart, and do they deliver on the high expectations that come with the price tag?

While the world has no shortage of five-star hotels, not all of them live up to the promised «luxury.» Having visited many, you begin to notice how service quality can vary significantly, even among hotels of the same formal status. What truly leaves an impression are not the lavish interiors or stunning views but the subtle, often unnoticed details. As the saying goes, «The devil is in the details!»

Here, I’ll share my thoughts and experiences. This blog is illustrated with a recent, somewhat cinematic photo shoot at the exquisite Hotel Bristol Vienna — a hotel that is, indeed, quite remarkable.

Check-In Experience

Luxury hotels never let arriving guests wait in line for check-in. Instead, you are escorted to a comfortable seating area, offered refreshments, and ideally, the check-in process is handled discreetly while you enjoy your drink, be it a cocktail or champagne.

Equally important is the moment you enter your room — this is one of those times when first impressions cannot be made twice. High-end hotels always keep this in mind and make sure to delight you with a special welcome surprise. Most often, this is a bottle of champagne and fresh fruits, or sweets if you are traveling with children.

The moment you enter your room is one of those times when first impressions cannot be made twice.

Personalized Approach

In a top-tier hotel, the staff will always address you by name. For instance, at the renowned Soneva Fushi in the Maldives, the staff knew my name and greeted me personally from day one. Although the hotel didn’t leave the best overall impression, this particular aspect was outstanding. It’s nice to hear a warm «Good morning, Olga!» at the entrance, knowing they were expecting you, rather than just a routine greeting.

In the best hotels, they don’t just remember your name; they anticipate your preferences to pleasantly surprise you. For this, there is often a special staff member responsible for ensuring VIP guest satisfaction.

For example, during a stay at Joali Maldives, I was served champagne at breakfast two days in a row. On the second evening, I returned to my room to find a bottle of my favorite Ruinart Brut, accompanied by a note: «We noticed your love for champagne and will provide a bottle daily for the rest of your stay — on the house!»

We stayed there for another 10 days, and receiving such a gift every day was incredibly pleasant, especially considering the high local alcohol prices and the strict prohibition against bringing your own alcohol to the Maldives.

In the best hotels, they not only remember your name but also learn your preferences to delight you later on.

Special Perks for Returning Guests

Returning guests are often treated to special perks, like complimentary room upgrades or other thoughtful gestures.

At the Vienna Ritz, where I stayed several times before moving to the city, I was always greeted with a dessert or cake inscribed with chocolate lettering: «Welcome back, Mrs. Torner.» It’s a small but touching detail.

Concierge Service

A luxury hotel always provides concierge service to fulfill any request 24/7 — be it arranging transportation, booking a table at a popular restaurant, or even sourcing medication.

Recently, many hotels have simplified communication with the concierge. Instead of calling the front desk, they now create a WhatsApp group upon arrival. The key is to ensure there’s always WiFi — something that, ironically, wasn’t properly provided at the expensive Soneva Fushi.

Child-Friendly Amenities

Hotels with exceptional service always cater to their youngest guests. This includes branded toys, coloring books, and books in the room upon arrival, as well as essentials like strollers, diapers, and cribs already set up in the room.

Hotels with exceptional service always cater to even the youngest guests.

At Cheval Blanc Paris, baby bedding and cosmetics were provided from the exclusive Baby Dior line — a delightful detail! Children’s menus in restaurants and playrooms are standard, so I won’t elaborate further.

Evening Room Preparation

You’ve spent the whole day at the hotel, ideally an unforgettable one, and evening care becomes just as important for guest comfort. As your day winds down, luxury hotels focus on making your evening as relaxing as possible.

This might include options for pillow softness, sweet treats by the bed, or even a calming herbal tea. At one hotel, which I unfortunately can’t recall, they left a small teapot with calming herbal tea by the bed every evening.

Gifts

Guests are often presented with branded items like caps, keychains, or plush towels. At Mandarin Oriental and Burj Al Arab, for instance, the slippers are so soft and high-quality that guests frequently take them home. Some hotels go a step further with personalized items, like robes embroidered with the guest’s initials.

At Cheval Blanc Paris, we were showered with gifts from the day we arrived until the end of our stay — caps for me and the kids, sweets, gingerbread cookies, keychains, passport covers, and champagne. These thoughtful gifts leave warm memories of the hotel and its exceptional service.

Location: Hotel Bristol Vienna
MUAH and Creative Director: SAVRINISO VIENNA
Style: Anna Romanko
Dress: Demarush Vienna
Photographer: Kari Shu