Dear All

I have been in Singapore for the past week for ITB Asia and Web in Travel. It has been a busy few days. It is really refreshing to be in Singapore – the mood is very upbeat and positive here at the moment.

I have been staying at Naumi Hotel on Seah Street which is right next to our office.  It’s a very chic, urban retreat with a small but perfectly formed infinity pool on the rooftop.  Long-staying guests are given personalised towels and pillows which is a very nice touch.

Naumi - chic retreat in Singapore’s central business district

I wanted to share an interesting issue which was raised during one of the panel discussions at Web in Travel. Imagine you run a busy hotel. Two separate guests check in to the remaining two rooms.  They will pay the same rate and have the same loyalty status.  One is forecast to spend $200 on food and beverage at the hotel. You discover the other regularly tweets to 10,000 followers. Who would get the room upgrade?

This is an interesting question and demonstrates the importance of delivering outstanding experiences to all guests. Social media platforms such as Facebook and Twitter mean that guest feedback whether good or bad can be communicated to thousands within seconds. Rest assured, exemplary customer service is an important part of any stay at an SLH hotel but I’d be curious to hear your thoughts on the discussion point?

More soon,

Paul