Middle East 2022

Criteria
Service
Excellence in Service is an important
category, as customer service can often
be responsible for having guests return
year after year. We look for the hotels
and tour operators that go out of their
way to please their guests, those that
provide a personal level of service and
take the time to get to know each visitor
so that they might anticipate their every
need. This can be something as simple
as a 24-hour concierge desk, a hotel
manager who offers a personal greeting
or a tour guide who is happy to create
bespoke private tours – but whatever
it is, we are always pleased when we
encounter staff that have been trained
in the art of customer satisfaction.
Style & Design
It is no question that style and design
plays a big part in selecting our awards
shortlist. A guest will form an opinion
about a hotel as soon as they arrive
so it is important to us that all our
winners make those first impressions
count. We’re certainly not partial to a
particular period of architecture – but
whether we’re judging a gothic castle or
an environmentally friendly lodge, the
criteria remains the same. We consider
factors such as architectural features,
use of materials, creation of spaces,
décor and the overall feel. We love it
when we find a hotel that tells a story
though its design and construction, or
offers a design that is sympathetic to
the natural surroundings of its location.
Local Knowledge
Knowledge of the local area is essential
for any organization, be it a hotel or a
tour operator. The quality of services
takes a great hit when the quality of this
element is not up to the mark. Quite a
few of our winners in this category are
because they have displayed excellent
knowledge about the surrounding
areas. The criteria for a hotel is slightly
lenient compared to a tour operator, as
the latter is expected to have thorough
knowledge of the area in order to
provide good services.
Facilities
Award-winning guest rooms come in all
shapes and sizes, but they all have one
thing in common – a home-away-fromhome
feel. The comfort of the facilities
on offer are of vital importance; we look
for luxurious linens, stylish bathrooms
and a coordinated colour scheme that
work together to create a cohesive
sense of relaxation. Additional touches,
such as complimentary toiletries, free
wi-fi or tea and coffee making facilities
are always a bonus in making us feel
welcome. We’re always impressed to find
hotel rooms that embrace technology
and offer amenities like tablets or smart
thermostat systems, but this does not
always necessarily trump the traditional
– four poster beds, ornate fireplaces or
antique furniture can add a touch of
decadence to a hotel stay.
Marketing
In today’s modern age, a hotel or tour
operator cannot rely on word of mouth
to get their message out into the world.
As social media has become a vital
part of everyday life, we like to see
companies that go the extra mile to
engage with their guests, both past
and future. Attractive and informative
websites and engaging and honest
content are what we look for when
judging a company’s use of marketing;
how well they display their services, how
up-to-date their content is, how well
they get their brand message across,
and, most importantly, how well their
marketing can tempt us to go and see
what they have to offer for ourselves.
6
7