Travel & Hospitality Awards - Spa & Wellness 2023

SERVICE EXCELLENCE ONLINE FEEDBACK CERTIFICATION & EXPERIENCE
STYLE AND DESIGN SUSTAINABILITY AND ECO-FRIENDLINESS MARKETING
The single most important criteria as this
sets the tone and, in some cases, forms
the foundation for the chance of any future
business. Being friendly, open, professional,
patient and caring are all conducive to good
customer service. Staff and owners alike must
set this tone from even before a customer
walks through the door on mediums such as
the telephone, email and social media.
It’s not just customer service that is measured,
it’s also service between businesses and here
at TH awards we always make a note of our
interaction between winners as reference point
for the future should a company be nominated
again.
Being one of the few global independent award
programs online feedback is key marker for our
due diligence. We use a variety of platforms
such as google, Facebook, Linkedin, booking.
com and Tripadvisor, normally going back up
to 12 months to help us establish an in-house
score.
Questions need to be answered such are these
reviews consistently spread in terms of content,
across platforms and date/time? The reason for
any bad reviews?
This criterion is a test of suitability in terms of the
practitioner. In an ideal world the individual(s)
running the treatment or practice should be
both experienced and have all the relevant
certification. However, with many emerging
wellness trends certification may not be easy
to come by or be non-existent, so we need
to consider experience. On the other hand,
individuals starting out may lack experience
but have all the necessary certifications. For us
it’s important to consider the context and find
a balance.
It is no question that the overall style and
design of a place play an important part in
selecting our award winner. Simply put, first
impressions count, and nothing makes a better
first impression than an aesthetically appealing
setting. We’re certainly not partial to a period
piece of architecture – but whether we’re
judging a relaxing spa or a nature focused yoga
retreat, the checklist remains the same. We
consider factors such as architectural features,
eco-friendly materials, use of spaces, décor
and how the look of the property fits in relation
to the brand.
The health of the planet is one of the single
biggest issues of our generation and it’s
important for nominee’s understand this and
attempt to do their bit. Practices such as energy
conservation, a recycling program, energy
efficient products, sustainable work policies
and locally sourced natural materials are all key
markers that we consider.
In the modern age, a business cannot rely on
word of mouth alone to get their message out
into the world. Social media has become a vital
part of everyday life, we like to see companies
that go the extra mile to engage potential
guests as well as those who visit regularly.
Attractive and user-friendly websites, engaging
social media accounts, brand management
and informative content provide the basis for
judging a company’s use of marketing.
Criteria
8
9