Beyond the lobby: What makes a great city hotel?

Beyond location

It’s no secret that the heart of every exceptional city hotel lies in its location. Country general manager of The Fullerton Hotels and Resorts Gino Tan believes that “one of the many crucial elements that define a great city hotel is its proximity to major attractions, business facilities and transportation”. Likewise, partner and co-founder of Else Kuala Lumpur Justin Chen explains that a hotel “needs to be centrally and conveniently located to be a springboard for the urban traveller to explore the city”.

While a prime address is essential, a truly exceptional hotel goes beyond mere proximity to iconic attractions, seamlessly integrating into the city. Chen adds that on top of location, hotels would also need to reflect its surrounding local culture to create a “sense of place”.

Rosewood Hong Kong is no stranger to offering guests a sense of place. Managing director Hugo Montanari explains how Rosewood Hong Kong’s A Sense of Place philosophy was designed to “celebrate this great city and the elements that make Hong Kong so captivating”. From being greeted with an extensive art collection that pays homage to the city’s heritage to vintage collectables found on each floor, guests are set to be immersed in its philosophy from the moment they set foot inside the property. This philosophy guides the brand, providing a seamless way for guests to immerse themselves in their surroundings.

Four Seasons Hotel Bangkok at Chao Phraya River’s regional vice president and general manager Lubosh Barta shares: “A great city hotel should provide an oasis of calm amidst the urban hustle, blending the luxury of modern amenities with the authenticity of local culture.” This can mean offering personalised services and curated experiences that reflect the city’s unique character. “When guests feel both at home and immersed in the local culture, that’s when a city hotel truly shines,” he adds.

Service tailored, not templated

But location isn’t the only factor that makes a great hotel. The soul of any hospitality venture lies in its service—something which The Peninsula Hotel believes in. The hotel’s regional executive vice president, Asia, Joseph Chong adds how the property is constantly delivering “personalised and attentive services” by anticipating the needs of guests and going above and beyond to exceed their expectations.

Chong adds how Peninsula’s guest relations team cater to guests’ interests and preferences. On top of looking into guests’ preferences and arranging tailored experiences, the team “conducts online research to gain a deeper understanding of their interests, recent happenings and details about their family” to offer guests a more personalised stay.

In case you missed it: 5 luxury heritage hotels in Asia with enchanting designs and fascinating histories

At Four Seasons Hotel Bangkok, Barta shares how the team connects with guests before their visit to “learn more about their stay and find opportunities to personalise their visit”. This can mean preparing special amenities ahead of time to custom services for kids. “This level of personalised service ensures our guests feel truly cared for,” he adds.   

Likewise, general manager of The Upper House Kristina Snaith-Lense explains how curating one-of-a-kind experiences tailors to specific guest interests allows them to “fall in love with the side of Hong Kong that most resonate with them”. 

Comfort elevated

The rooms themselves can be considered the cornerstone of any hotel experience—after all, it’s the place where we retreat and unwind after a long day of exploring. At Raffles Hotel Singapore, Westbeld explains how rooms are equipped with state-of-the-art amenities such as smart controls, offering us a personalised and convenient stay.

IHG Hotels & Resorts’s managing director, South East Asia and Korea, Vivek Bhalla explains how the brand has partnered with neuroscience-based designer Isabelle Sjövall to weave in design elements across guest rooms to “encourage restoration and rejuvenation through influencing the way we respond to our environment. He adds how tones, textures and lighting play a part in providing a comfortable retreat.

For example, InterContinental Singapore’s Classic Room exudes a “residential charm” with its plush bedding and elegant furnishings. The room also incorporates elements from Singapore’s Peranakan culture through a harmonious colour palette, silk wall coverings and timeless interiors.

A culinary canvas

When it comes to hotel amenities, some may prioritise wellness while others look for dining options. Gone are the days when hotel restaurants were an afterthought. Now, they’re destinations in their own right. Grand Hyatt Kuala Lumpur’s director of sales and marketing Venus Lye shares how diverse dining options contribute to well-rounded experiences. “The hotel’s dining scene reflects Kuala Lumpur’s rich culinary identity, offering diverse options for all palates,” she says. For one, the property’s restaurant JPteres serves up authentic multicultural Malaysian cuisine, offering a “dynamic culinary experience” while providing guests with a taste of local fare.

Similarly, The Peninsula Hong Kong offers culinary offerings that showcase the city’s diverse flavours. “From traditional Cantonese delicacies to international fare with local touches, our restaurants provide a culinary journey that celebrates the city’s gastronomic heritage,” Chong adds. Whether it’s a rooftop bar with panoramic views of a ground-floor bistro that becomes a local hotspot, hotels understand that dining is an integral part of the urban experience.

A tech-savvy sanctuary

As technology is becoming increasingly important in the hospitality industry, many city hotels are stepping up to lead the way. Various hotels have begun integrating technology to enhance the guest experience—think mobile check-ins that eliminate queue times and smart room controls that remember your preferences.

Four Seasons Bangkok has begun embracing technology to better serve and respond to the evolving needs of their guests such as in-room iPads, online chat options and more. “By integrating these technologies, we aim to provide a more personalised and efficient service, allowing guests to focus on enjoying their precious time with loved ones,” Barta explains.

That said, while technology has integrated into all our lives and has become an inevitable part of the guest experience, Chen believes technology is meant to facilitate guest engagement, not replace it—highlighting the importance of having a human touch. Practising this, Else Kuala Lumpur’s general manager Spencer Han explains how artificial intelligence (AI) software is used to help communicate with guests before they arrive, allowing the property to touch base with them and “prepare amenities requested ahead of time for the guest’s arrival”. Using AI to help facilitate communication also means that there is “almost no wait time for guests compared to waiting for one of our team members to reply”.

In case you missed it: How the Vibrant Energy of KL Inspired the Founders of Else Kuala Lumpur

Beyond the checklist

Perhaps most importantly, great city hotels possess a distinct personality. Tan emphasises that beyond location, service and amenities, it’s “also important to provide guests with more than the typical hotel experience, offering a journey that is deeper, more enriching and truly rewarding”. This could manifest in myriad ways from immersing guests into the local culture through bespoke services to curating a collection of local art that highlight the city’s unique craftsmanship and artistry.

As the hospitality industry continues to evolve, so does the definition of what makes a city hotel great. Yet at its core, greatness in urban hospitality comes down to creating a space that not only shelters and pampers, but also inspires and connects.

A great city hotel doesn’t just provide a comfortable bed for the night. Rather, they become an essential part of the travel experience, offering us a place to stay and belong—if only for a night.

This story is part of the Tatler Best series, showcasing the finest in Asia across hotels, restaurants and bars. Tatler Best is sponsored by Tumi and Dusit Thani Bangkok. For more information visit the website media.tatlerasia.com/list/best

NOW READ 

5 best luxury hotels along Chao Phraya river

Island Shangri-La's new wellness space brings riviera glam to the heart of Hong Kong

The new Ritz-Carlton Melbourne sets sky-high standards for city hotels