The Art of the Turndown
As told by Andrew.
I am very lucky - my career has taken me across the globe and I have had the opportunity to stay in some of the finest hotels in the world. What I am about to write definitely counts as “first world problems” and I am aware of that, and also aware that many will question why I think it’s important. Well, to me and to our business, it's important because when a hotel is charging top dollar for what is essentially a bed for a night, the experience needs to be second to none.
A big part (for me anyway!) of a hotel stay is the joy that I derive when I come into the room after dinner and it has been transformed from “day mode” to “night mode”. This turndown service varies enormously from property to property and brand to brand, but I (and clearly many hotels!) see it as an incredible opportunity to add value to the stay, to add a sense of place and to offer a feeling to the guest of being enveloped in a warm hug of hospitality.
My favourite ever turndown has to be the one on safari in Botswana, where along with the usual elements (slipper on a mat next to the bed, water and glass on the bedside table) there was a huge mosquito net covering the whole bed area, the fabric walls of the “tent” had been raised and there were three cans within the netted area: insect repellent, insect killer and an air horn in case help was needed due to wayward wildlife!
Recently I have noticed the absence of mats next to beds in some hotels and I wonder why. Perhaps it’s a cost-cutting exercise, or it could be to lessen environmental impact, but I for one feel that in a 5* hotel a mat is essential. Why? It’s all about the luxury of feeling fresh, starched cotton under foot before sliding into a fluffy slipper. Totally unnecessary but utterly spoiling.
There are other touches which I love - the branded wire clips that are used to coil messy charging cables, the bookmark next to an open book, the lens cleaner next to a pair of glasses. These little, very thoughtful, touches show that someone has noticed and someone cares.
The nighttime amenities can also be a great opportunity to appeal to a guest’s passion points or tastes. Perhaps a delicious nightcap left thoughtfully on a tray, a pillow mist and eye mask to help towards a restful night or just a handwritten note. One of my most memorable “turndown moments” was when staying at the Premier Inn Bicester Village on Christmas Eve (long story). We got home from dinner and there was a Christmas card on the pillow, clearly bought by the hotel team (not provided and printed by HQ), with a handwritten message. Personal, appropriate and offering a moment of surprise and delight.
For me, that’s what it’s all about. Moments that bring a smile, a sense of warmth, a feeling of hospitality. And of course, the feeling of a fresh cotton mat under foot when I get up in the morning!