Our readers rank the hotels that go above and beyond

May 15, 2009

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 Kong94.0
2. The Oriental, Bangkok93.2
3. Ritz-Carlton, San Juan Hotel, Spa & Casino, Puerto Rico91.4
4. Mandarin Oriental, Hong Kong91.3
5. Villa d'Este, Cernobbio, Italy91.2
6. Ritz-Carlton, Kapalua, Maui91.0
7. Four Seasons Hotel, Singapore90.4
8. Amandari, Bali (tie)89.9
8. Four Seasons Resort Hualalai, Hawaii89.9
10. The Greenbrier, White Sulphur Springs, West Virginia89.8

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, Maui91.0
2. Four Seasons Resort Hualalai, Hawaii89.9
3. Four Seasons Resort Maui at Wailea89.5
4. Lodge at Koele, Lanai87.6
5. Halekulani, Oahu86.5
6. Grand Wailea Resort, Hotel & Spa, Maui86.3
7. Manele Bay Hotel, Lanai84.8
8. Hyatt Regency Kauai Resort & Spa84.3
9. Mauna Lani Bay Hotel & Bungalows, Hawaii83.8
10. Royal Hawaiian, Oahu83.7

The Top 10 Hotels for Service in the Continental United States
1. The Greenbrier, White Sulphur Springs, West Virginia89.8
2. Mansion on Turtle Creek, Dallas89.5
3. Ritz-Carlton, Laguna Niguel, California88.3
4. Ritz-Carlton, Buckhead, Atlanta86.3
5. Hotel Bel-Air, Los Angeles (tie)86.2
5. Inn at Spanish Bay, Pebble Beach, California86.2
7. Four Seasons Olympic, Seattle (tie)86.0
7. The Phoenician, Scottsdale, Arizona86.0
7. Ritz-Carlton, San Francisco86.0
10. The Pierre, A Four Seasons Hotel, New York85.8

The Top 10 Hotels for Service in Europe
1. Villa d'Este, Cernobbio, Italy91.2
2. Hôtel Plaza Athènèe, Paris89.5
3. Hotel Cipriani & Palazzo Vendramin, Venice89.4
4. Le Sirenuse, Positano, Italy89.2
5. Hôtel Ritz, Paris89.0
6. Hôtel de Crillon, Paris88.9
7. Four Seasons Hotel, Milan88.3
8. Grand-Hôtel du Cap-Ferrat, St.-Jean-Cap-Ferrat, France87.
9. Hotel Villa San Michele, Fiesole, Italy86.7
10. The Connaught, London86.0

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 Rico91.4
2.Four Seasons Resort Nevis, West Indies87.5
3.Ritz-Carlton, St. Thomas, U.S. Virgin Islands87.1
4.Little Dix Bay, Virgin Gorda, British Virgin Islands 84.3
5.Caneel Bay, St. John, U.S. Virgin Islands84.1
6.Peter Island Resort, British Virgin Islands82.1
7.La Samanna, St. Martin81.3
8.Hyatt Regency, Grand Cayman80.5
9.Southampton Princess, Bermuda80.1
10.Cap Juluca, Anguilla79.8

The Top 10 Hotels for Service in Asia
1.The Peninsula, Hong Kong94.0
2.The Oriental, Bangkok93.2
3.Mandarin Oriental, Hong Kong91.3
4.Four Seasons Hotel, Singapore90.4
5.Amandari, Bali89.9
6.The Regent, Hong Kong89.1
7.Four Seasons Resort Bali at Jimbaran Bay89.0
8.Ritz-Carlton, Hong Kong88.1
9.Raffles Hotel, Singapore87.4
10.Ritz-Carlton, Millenia, Singapore86.8

The Top 10 Hotels for Service in Africa and the Middle East
1. Londolozi Private Game Reserve, South Africa87.3
2. Mala Mala and Mashatu Game Reserve, South Africa87.0
3. King David Hotel, Jerusalem85.9
4. Mount Kenya Safari Club, Nanyuki, Kenya83.9
5. La Mamounia, Marrakesh83.8
6. Eilat Princess Hotel, Israel82.7
7. Palace of the Lost City, Sun City, South Africa82.3
8. Mena House Oberoi Hotel & Casino, Cairo82.0
9. The Michelangelo, Johannesburg (tie)81.3
9. Mount Nelson Hotel, Cape Town81.3

The Top 10 Hotels for Service in Mexico, Central/South America
1. Four Seasons Hotel, Mexico City85.7
2. Ritz-Carlton, Cancún84.8
3. Las Brisas, Acapulco84.5
4. Hotel Nikko Mexico, Mexico City78.1
5. Alvear Palace Hotel, Buenos Aires78.0
6. Las Ventanas al ParaÃso, Los Cabos77.5
7. Marriott CasaMagna, Cancún76.2
8. Marriott CasaMagna, Puerto Vallarta75.9
9. Westin Brisas Resort, Ixtapa75.4
10. Fiesta Americana Coral Beach Grande Cancún75.2

The Top 10 Hotels for Service in Australia, New Zealand, and the South Pacific
1. Ritz-Carlton, Sydney87.8
2. Huka Lodge, North Island, New Zealand87.2
3. Ritz-Carlton, Double Bay, Sydney85.8
4. The Regent, Sydney84.6
5. Observatory Hotel, Sydney84.4
6. Hayman Island, Great Barrier Reef, Australia83.9
7. Park Hyatt Sydney (tie)83.8
7. The Windsor, Melbourne83.8
9. Hotel Inter-Continental, Sydney82.1
10. Grand Hyatt, Melbourne81.1

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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