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Best Hotel Service: Reader Ratings

In an age of computerized guest-recognition systems that track your every preference, great service is about more than meeting expectations. It's about exceeding them. It's the bellhop who carried your packages -- and then arranged to have them shipped home. The concierge who found you tickets to a sold-out opera. The housekeeper who put extra tissues on the nightstand after noticing your cold. Here, from our World's Best Awards survey results, the hotels that earned the highest scores for service.


Interviews by Hillary Geronemus, Gentry Lane, and Maggie Alderson

The Top 10 Hotels for Service Overall
1. The Peninsula, Hong Kong 94.0
2. The Oriental, Bangkok 93.2
3. Ritz-Carlton, San Juan Hotel, Spa & Casino, Puerto Rico 91.4
4. Mandarin Oriental, Hong Kong 91.3
5. Villa d'Este, Cernobbio, Italy 91.2
6. Ritz-Carlton, Kapalua, Maui 91.0
7. Four Seasons Hotel, Singapore 90.4
8. Amandari, Bali (tie) 89.9
8. Four Seasons Resort Hualalai, Hawaii 89.9
10. The Greenbrier, White Sulphur Springs, West Virginia 89.8

Pierre Perfect
"Minutes before an important meeting, a guest realized the hook on her skirt was missing. Noticing I had the same kind of hook on the skirt I was wearing, I ripped it off mine, quickly sewed it on hers, and saw her on her way."
--Executive Housekeeper

The Top 10 Hotels for Service in Hawaii
1. Ritz-Carlton, Kapalua, Maui 91.0
2. Four Seasons Resort Hualalai, Hawaii 89.9
3. Four Seasons Resort Maui at Wailea 89.5
4. Lodge at Koele, Lanai 87.6
5. Halekulani, Oahu 86.5
6. Grand Wailea Resort, Hotel & Spa, Maui 86.3
7. Manele Bay Hotel, Lanai 84.8
8. Hyatt Regency Kauai Resort & Spa 84.3
9. Mauna Lani Bay Hotel & Bungalows, Hawaii 83.8
10. Royal Hawaiian, Oahu 83.7

The Top 10 Hotels for Service in the Continental United States
1. The Greenbrier, White Sulphur Springs, West Virginia 89.8
2. Mansion on Turtle Creek, Dallas 89.5
3. Ritz-Carlton, Laguna Niguel, California 88.3
4. Ritz-Carlton, Buckhead, Atlanta 86.3
5. Hotel Bel-Air, Los Angeles (tie) 86.2
5. Inn at Spanish Bay, Pebble Beach, California 86.2
7. Four Seasons Olympic, Seattle (tie) 86.0
7. The Phoenician, Scottsdale, Arizona 86.0
7. Ritz-Carlton, San Francisco 86.0
10. The Pierre, A Four Seasons Hotel, New York 85.8

The Top 10 Hotels for Service in Europe
1. Villa d'Este, Cernobbio, Italy 91.2
2. Hôtel Plaza Athènèe, Paris 89.5
3. Hotel Cipriani & Palazzo Vendramin, Venice 89.4
4. Le Sirenuse, Positano, Italy 89.2
5. Hôtel Ritz, Paris 89.0
6. Hôtel de Crillon, Paris 88.9
7. Four Seasons Hotel, Milan 88.3
8. Grand-Hôtel du Cap-Ferrat, St.-Jean-Cap-Ferrat, France 87.
9. Hotel Villa San Michele, Fiesole, Italy 86.7
10. The Connaught, London 86.0

Reading, Writing, and the Hôtel Ritz
"An American woman who was bringing her daughter and eight of the girl's friends to Paris for five weeks called me, concerned about the lessons the children would miss. So we transformed a suite into a schoolroom, installing antique desks and chairs. I enlisted a chef to work the 'cafeteria,' and a housekeeper became the school nurse."
--Manager

The Top 10 Hotels for Service in the Caribbean, Bermuda, and the Bahamas
1. Ritz-Carlton, San Juan Hotel, Spa & Casino, Puerto Rico 91.4
2. Four Seasons Resort Nevis, West Indies 87.5
3. Ritz-Carlton, St. Thomas, U.S. Virgin Islands 87.1
4. Little Dix Bay, Virgin Gorda, British Virgin Islands 84.3
5. Caneel Bay, St. John, U.S. Virgin Islands 84.1
6. Peter Island Resort, British Virgin Islands 82.1
7. La Samanna, St. Martin 81.3
8. Hyatt Regency, Grand Cayman 80.5
9. Southampton Princess, Bermuda 80.1
10. Cap Juluca, Anguilla 79.8

The Top 10 Hotels for Service in Asia
1. The Peninsula, Hong Kong 94.0
2. The Oriental, Bangkok 93.2
3. Mandarin Oriental, Hong Kong 91.3
4. Four Seasons Hotel, Singapore 90.4
5. Amandari, Bali 89.9
6. The Regent, Hong Kong 89.1
7. Four Seasons Resort Bali at Jimbaran Bay 89.0
8. Ritz-Carlton, Hong Kong 88.1
9. Raffles Hotel, Singapore 87.4
10. Ritz-Carlton, Millenia, Singapore 86.8

The Top 10 Hotels for Service in Africa and the Middle East
1. Londolozi Private Game Reserve, South Africa 87.3
2. Mala Mala and Mashatu Game Reserve, South Africa 87.0
3. King David Hotel, Jerusalem 85.9
4. Mount Kenya Safari Club, Nanyuki, Kenya 83.9
5. La Mamounia, Marrakesh 83.8
6. Eilat Princess Hotel, Israel 82.7
7. Palace of the Lost City, Sun City, South Africa 82.3
8. Mena House Oberoi Hotel & Casino, Cairo 82.0
9. The Michelangelo, Johannesburg (tie) 81.3
9. Mount Nelson Hotel, Cape Town 81.3

The Top 10 Hotels for Service in Mexico, Central/South America
1. Four Seasons Hotel, Mexico City 85.7
2. Ritz-Carlton, Cancún 84.8
3. Las Brisas, Acapulco 84.5
4. Hotel Nikko Mexico, Mexico City 78.1
5. Alvear Palace Hotel, Buenos Aires 78.0
6. Las Ventanas al ParaÃso, Los Cabos 77.5
7. Marriott CasaMagna, Cancún 76.2
8. Marriott CasaMagna, Puerto Vallarta 75.9
9. Westin Brisas Resort, Ixtapa 75.4
10. Fiesta Americana Coral Beach Grande Cancún 75.2

The Top 10 Hotels for Service in Australia, New Zealand, and the South Pacific
1. Ritz-Carlton, Sydney 87.8
2. Huka Lodge, North Island, New Zealand 87.2
3. Ritz-Carlton, Double Bay, Sydney 85.8
4. The Regent, Sydney 84.6
5. Observatory Hotel, Sydney 84.4
6. Hayman Island, Great Barrier Reef, Australia 83.9
7. Park Hyatt Sydney (tie) 83.8
7. The Windsor, Melbourne 83.8
9. Hotel Inter-Continental, Sydney 82.1
10. Grand Hyatt, Melbourne 81.1

Regent Sydney Rewards
"I noticed a guest in the bar who was quite agitated. He'd made a dinner reservation for 8 p.m., and his wife was still upstairs hoping to catch her favorite band on a TV show that wouldn't end until 8:30. Soon she did appear, disappointed that she'd missed the band. After they left the bar, I found a videotape, recorded the show myself, had a VCR set up in their room, and left them a note telling them to press play."
--Bar Manager

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