We've just returned from a driving trip, our first time out since quarantine began. I carefully chose small properties where rooms could be entered from the outside. We had no corridors and no elevators. We were in three hotels, two of which are considered luxury in this forum, and one of which would be high end but not quite luxury. In each case, I felt the property had imposed appropriate cleaning guidelines. Every employee was wearing face masks as were guests. The hard product was unchanged; what varied was how service was delivered - and that is the intangible that really makes a luxury property. From top to bottom, in terms of luxury:
San Ysidro Ranch
Service was impeccable. We were escorted to the room. Luggage was taken inside and we were shown the room. We weren't required to leave the room which staff was inside for evening turndown service.
Virtuoso breakfast was served in the balcony of the restaurant. I asked if we could have it in the room but it was not possible. I would have preferred to eat in our cottage to reduce exposure.
Ventana Big Sur
There were significant ways in which the service was changed.
- We were walked toward the room and with a wave of a hand, shown which one it was. The staff member then left us.
- Luggage was carried to the door and left outside.
- All paper was removed from the room, from magazines to a hotel directory. We had a QR code on the welcome note that we could use to bring up all the menus for the various meals.
- Mini bar was complimentary. We were invited to take any left over product with us and were told that anything we left would be discarded.
- The throw that was shown in room pictures was removed. I asked for a throw but they could not find one.
- No complimentary toiletries such as cotton swabs or toothbrushes were available in the room though could be requested.
- Room service was brought into the room but then left to us to organize.
- My husband stepped into the cart used to transport us around the property but had forgotten to bring his face mask up. I was very impressed that the driver waited to enter the cart til he put his mask in place.
Carmel Valley Ranch- Same restrictions as Ventana Big Sur and a few more besides.
- No housekeeping was done while we were in room; in fact, I think it only offered every 3 days.
- Food was left at door in cardboard containers and bags
- Mini bar had been emptied
I know these are exceptionally challenging times for hotels. Did San Ysidro Ranch do enough? I don't know, but it was the place I loved and am most likely to return. Ventana is a beautiful property but lacked that special touch of service that true luxury requires. Perhaps this is all that can be done safely? I don't know.
What changes have you experienced at luxury properties?