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World's Best Service 2013

Top 10 Hotels Overall: City

1. The Peninsula, Hong Kong 98.78
2. Wentworth Mansion, Charleston, South Carolina 98.67
3. The Peninsula, Bangkok 98.31
4. Four Seasons Hotel Istanbul at Sultanahmet 98.18
5. Four Seasons Hotel Istanbul at the Bosphorus 98.13
6. Waldorf Astoria (formerly the Elysian Hotel), Chicago 98.10
7. Four Seasons Hotel, Dublin 97.78
8. Rosewood Mansion on Turtle Creek, Dallas 97.54
9. Morrison House, Alexandria, Virginia 97.50
9. The Peninsula, Shanghai 97.50

Top 10 Hotels Overall: Resorts, Inns, and Lodges

1. Amansara, Siem Reap, Cambodia 100.00
1. Ngorongoro Sopa Lodge, Tanzania 100.00
3. Oberoi Udaivilas, Udaipur, India 99.50
4. Triple Creek Ranch, Darby, Montana 99.26
5. La Casa Que Canta, Zihuatanejo, Mexico 99.00
6. Hotel Salto Chico/Explora Patagonia, Torres del Paine, Chile 98.67
7. Singita Kruger National Park, Kruger National Park Area, South Africa 98.33
8. Nayara Hotel, Spa & Gardens, La Fortuna, Costa Rica 98.18
9. Nisbet Plantation Beach Club, Nevis 97.95
10. Lizard Island, Great Barrier Reef, Australia 97.90

Top Hotels: Continental U.S. and Canada

City Hotels
1. Wentworth Mansion, Charleston, South Carolina 98.67
2. Waldorf Astoria, Chicago 98.10
3. Rosewood Mansion on Turtle Creek, Dallas 97.54
4. Morrison House, Alexandria, Virginia 97.50
5. St. Regis, Atlanta 97.42

Resorts and Inns
1. Triple Creek Ranch, Darby, Montana 99.26
2. Inn at Little Washington, Washington, Virginia 97.65
3. Osprey at Beaver Creek, Colorado 97.50
4. Old Edwards Inn & Spa, Highlands, North Carolina 97.33
5. Tu Tu’ Tun Lodge, Gold Beach, Oregon 97.00

Top Hotels: Hawaii

1. Koa Kea Hotel & Resort, Kauai 96.67
2. Four Seasons Resort Hualalai, Hawaii, the Big Island 96.06
3. Four Seasons Resort Maui at Wailea 96.04
4. Four Seasons Resort Lanai, The Lodge at Koele 94.60
5. Halekulani, Oahu 94.29

Top Hotels: Europe

City Hotels

1. Four Seasons Hotel Istanbul at Sultanahmet 98.18
2. Four Seasons Hotel Istanbul at the Bosphorus 98.13 3. Four Seasons Hotel, Dublin 97.78
4. Hôtel Plaza Athénée, Paris 96.67
5. The Lanesborough, London 96.30

Resorts and Inns
1. Le Sirenuse, Positano, Italy 97.78
2. Hotel Caruso, Ravello, Italy 97.50
3. Palazzo Avino (formerly Palazzo Sasso), Ravello, Italy 97.27
4. Domaine des Hauts de Loire, Onzain, France 96.25
5. Hotel Santa Caterina, Amalfi, Italy 95.86

Top Hotels: The Caribbean, Bermuda, and the Bahamas

1. Nisbet Plantation Beach Club, Nevis, Nevis 97.95
2. Biras Creek Resort, Virgin Gorda, British Virgin Islands 96.67
3. Couples Tower Isle, St. Mary, Jamaica 95.29
3. The Reefs, Bermuda 95.29
5. Couples Negril, Jamaica 95.00

Top Hotels: Mexico

City Hotels
1. Four Seasons Hotel México, D.F., Mexico City 92.80
2. JW Marriott Hotel, Mexico City 87.62
3. Camino Real Polanco, Mexico City 85.33

Resorts
1. La Casa Que Canta, Zihuatanejo 99.00
2. Grand Velas, Riviera Maya 97.00
3. St. Regis Punta Mita Resort 96.55
4. One&Only Palmilla, Los Cabos 95.71
5. Live Aqua, Cancún 95.56

Top Hotels: Central and South America

City Hotels
1. Palacio Duhau - Park Hyatt, Buenos Aires 96.88
2. Alvear Palace Hotel, Buenos Aires 95.90
3. Grand Hyatt, Santiago, Chile 94.62
4. Four Seasons Hotel, Buenos Aires 94.12
5. Faena Hotel, Buenos Aires 93.33
5. Ritz-Carlton, Santiago, Chile 93.33

Resorts and Lodges

1. Hotel Salto Chico/Explora Patagonia, Torres del Paine, Chile 98.67
2. Nayara Hotel, Spa & Gardens, La Fortuna, Costa Rica 98.18
3. Four Seasons Resort Costa Rica at Peninsula Papagayo, 96.09
4. Llao Llao Hotel & Resort, Golf-Spa, Bariloche, Argentina 94.62
5. Inkaterra Machu Picchu Pueblo Hotel, Peru 91.85

Top Hotels: Asia

City Hotels

1. The Peninsula, Hong Kong 98.78
2. The Peninsula, Bangkok 98.31
3. The Peninsula, Shanghai 97.50
4. Mandarin Oriental, Bangkok 97.39
5. Taj Palace Hotel, New Delhi 97.27

Resorts
1. Amansara, Siem Reap, Cambodia 100.00
2. Oberoi Udaivilas, Udaipur, India 99.50
3. Discovery Shores, Boracay, Philippines 97.35
4. Oberoi Rajvilas, Jaipur, India 97.14
5. Capella, Singapore 96.34

Top Hotels: Africa and the Middle East

City Hotels

1. Twelve Apostles Hotel & Spa, Cape Town 97.14
2. Cape Grace, Cape Town 96.94
3. La Mamounia, Marrakesh, Morocco 96.30
4. One&Only, Cape Town 95.56
4. Saxon Boutique Hotel, Villas & Spa, Johannesburg, South Africa 95.56

Resorts and Lodges
1. Ngorongoro Sopa Lodge, Tanzania 100.00
2. Singita Kruger National Park, South Africa 98.33
3. Mombo Camp and Little Mombo Camp, Moremi Game Reserve, Botswana 97.50
3. Singita Grumeti, Serengeti National Park, Tanzania 97.50
5. Singita Sabi Sand, Kruger National Park Area, South Africa 97.42

Top Hotels: Australia, New Zealand, and the South Pacific

City Hotels

1. The Langham, Melbourne 94.55
2. The George, Christchurch, New Zealand 91.77
3. Shangri-La Hotel, Sydney 91.72
4. Sofitel Queenstown Hotel & Spa 90.00
5. Park Hyatt, Sydney 89.27

Resorts and Lodges
1. Lizard Island, Great Barrier Reef, Australia 97.90
2. Southern Ocean Lodge, Kangaroo Island, Australia 97.33
3. Lodge at Kauri Cliffs, Matauri Bay, New Zealand 96.25
4. Four Seasons Resort, Bora-Bora, French Polynesia 94.74
5. Huka Lodge, Taupo, New Zealand 93.75

Top Airlines: Domestic

1. Virgin America 85.81
2. JetBlue Airways 79.31
3. Hawaiian Airlines 79.26
4. Southwest Airlines 78.40
5. Frontier Airlines 75.58

Top Airlines: International

1. Singapore Airlines 94.01
2. Air New Zealand 89.18
3. Cathay Pacific 88.70
4. Emirates 88.67
5. Korean Air 88.64

Top Cruises: Large-Ship

1. Crystal Cruises 95.41
2. Regent Seven Seas Cruises 93.05
3. Azamara Cruises 92.89
4. Disney Cruise Line 92.29
5. Oceania Cruises 91.23

Top Cruises: Small-Ship

1. Seabourn 96.92
2. SeaDream Yacht Club 94.76
3. Silversea Cruises 94.31
4. Paul Gauguin Cruises 93.54
5. Windstar Cruises 91.94

Top Cruises: River

1. Viking River Cruises 92.21
2. Uniworld Boutique River Cruise Collection 91.68
3. Tauck 90.57
4. Abercrombie & Kent 87.74
5. Grand Circle Cruise Line 86.25

A Day in the Life of Europe’s Top Resort for Service

Le Sirenuse in Positano, Italy, has provided warm, unscripted service since opening in 1951. Here’s a look at what happens behind the scenes.

8 a.m.: The terrace pool, lined with loungers and potted lemon trees, is the first priority. Attendants Oronato Villani and Ivan Porrazzo open the two dozen umbrellas. On any given day, 200 Frette towels are handed to guests.

9 a.m.: Chef Matteo Temperini corrects his lunch menu to include the catch of the day, pezzogna (sea bream), instead of the usual branzino (sea bass). He will serve it roasted with lemon sauce.

10:10 a.m.: Head housekeeper (and 32-year Sirenuse veteran) Nunzia Della Pietra makes her rounds among the hotel’s 58 rooms and encounters an “exploding suitcase.” She organizes the scattered contents—even matching the socks.

3 p.m.: Captain Franco Galano welcomes guests onto Le Sirenuse’s private launch, the 39-foot Sant’ Antonio, and casts off for an excursion toward Amalfi.

6:45 p.m.: The Michelin-starred La Sponda restaurant, with terra-cotta-tiled floors and bougainvillea-covered archways, is quiet before the 8 p.m. service. But in the kitchen, the staff is busy cutting more than 30 pounds of vegetables.

10:10 p.m.: Ten VIP’s arrive by yacht and order baked lobster and risotto. Maître d’hôtel Vincenzo Galani and a pair of musicians perform “Torna a Surriento,” a regional melody.

12 a.m.: With guests well fed, the kitchen staff heads to a nearby waterfront nightclub. “When the staff is happy, the guests are happy. We are family,” says owner and general manager Antonio Sersale. The vibe is authentic: he is the son of Franco Sersale, who cofounded the hotel 62 years ago. —Peter Schlesinger

Quick Take: Le Sirenuse
130:
Number of staffers
Most Unusual Job:
Candle lighter
450:
Number of candles lit each night (it takes three hours)
Perk:
Unlimited cups of Illy espresso

What makes Winning Service?

We surveyed the general managers at the top 16 hotels in each region.

44% Admit to using Google and Facebook to research guests before check-in.
31%
Ensure each guest is personally greeted by a manager upon arrival.
50%
Have a staff-to-guest ratio of at least 1.5 to 1.
38%
Described the service style as “genuine.”
13%
Described the service style as “efficient.”
56%
Offer room service 24 hours a day.

Methodology: Rankings are based on reader votes collected in the Travel + Leisure World’s Best Awards survey. Scores shown have been rounded to the nearest hundredth of a point; in the event of a true tie, properties and companies share a ranking. For the complete methodology, go to travelandleisure.com/worldsbest.

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