After 15 years in luxury travel, staying at over 300 hotels and visiting more than 600, I’ve developed a knack for spotting what makes a hotel, and the experience you have at it, truly exceptional. 

For me, it’s about far more than luxury or location — it’s the thoughtful touches, the authenticity, and the character that turn a stay into an experience. 

I’ve shared my checklist of the top 10 essentials I always look for when booking a hotel, with examples of standout hotels that get it right at the end of this blog.

1. A Welcoming Website

A hotel’s website is its digital front door. It should be visually engaging, easy to navigate, up-to-date and, most importantly, on brand. A neglected website can hint at an inattentive service approach, while a well-designed one reflects pride in the guest experience.

2. Engaged Social Media

Social media is my window into a hotel’s personality. I look for regular posts and timely responses to guest comments. More than lots of likes, active engagement shows the hotel values its community and that they're eager to connect.

3. Real Guest Reviews

Guest reviews cut through the polish of marketing copy, and for this reason I always check them out next. Recent reviews and the hotel’s responses reveal how they handle feedback, showing me if they’re dedicated to improvement and care.

4. Fresh Images

Updated visuals are a sign of a hotel’s pride and attention to detail. Outdated imagery, on the other hand, can suggest a lack of investment and budget available. Fresh visuals reflect a hotel that’s committed to ongoing excellence.

5. Google Image Check

I love a quick Google Image search — it shows the property through real guest eyes. Those unfiltered glimpses often reveal details that official photos gloss over, giving me a true sense of what to expect.

6. ChatGPT Insights

Gathering insights through ChatGPT lets me pull in a wealth of perspective on a hotel’s reputation. I find it an invaluable tool for uncovering feedback I might not find elsewhere, adding another layer to my decision-making. When you’re next considering a stay at a hotel, simply ask ChatGPT what other people think of it, the insights can be incredible!

7. Reliable Booking.com Ratings

While there are many review platforms, I trust Booking.com’s ratings the most. Due to the comprehensive and intelligent way they form their scoring, a high Booking.com score signals consistency in quality and performance across important criteria.

8. Response Time to Inquiries

A hotel’s response speed, and the quality of the answer, reflects its service standards. A prompt, thoughtful reply suggests attentiveness and a high level of care — a great sign for the guest experience to follow. 

9. An Insightful “About Us”

A thoughtful “About Us” page is a window into a hotel’s story, values and personality. This section gives insight into the people and purpose behind the brand, adding dimension to the experience. Here you can tell if this is, ‘just another hotel’ or one that has been created out of love and passion by its owners. 

10. Press Mentions

Features in reputable publications, like Condé Nast Traveller or Financial Times Life & Arts and How To Spend It, add credibility and highlight what makes the hotel special. Press recognition often signals a quality and character worth noting. I also always check out a property on editorial-led booking platforms such Mr & Mrs Smith, iescape, Tablet Hotels and Pretty Hotels.

My Favourite Hotels

Certain hotels and brands have mastered this checklist, consistently standing out for their dedication to excellence. 

A few of my personal favourites include 7 Koppies near Franschhoeok in South Africa, Jamtara Wilderness Camp in Pench National Park, Shinta Mani Wild in Cambodia, Belmond La Residencia in Mallorca, Amangalla in Galle, Rest & Wild in the UK, Ahilya by the Sea in Goa, Sterrekopje in the Cape Winelands and Dar Ahlam in Morocco. Each of these hotels combines quality, style and unique character to create unforgettable guest experiences.

Additionally, brands like Singita, Airelles, Suján, Soho House and Leitmotiv Hotels maintain consistently high standards across their portfolios, delivering thoughtful experiences, innovative design and a sense of place.

What Are Your Essentials?

I hope these insights offer a helpful guide to what makes an exceptional hotel stay. What do you consider essential when choosing a hotel? I’d love to hear your thoughts!

If you’re interested in exploring how Chiron Hotel Consulting can help your property stand out or elevate your guest experience, or you want to chat hotel and travel marketing, let’s set up a time to speak.

Feel free to email me directly at ellie@chironhotelconsulting.com