Great feedback - good or bad

Today we got some wonderful feedback from South Africa, which you can read about lower down this blog. To keep our fingers on the pulse of what is happening, my consultants write to all customers who have returned from holiday to find out how they have enjoyed themselves  – asking for feedback both good and bad…

We are very grateful that so many customers write back to us and tell us exactly what we requested. Both the good and the bad...

This information enables us to constantly improve and create perfect journeys. We also pass the feedback on to our hotels and agents, who are usually very grateful as it enables them to improve their performance or know that they are on the right track.

Feedback from South Africa

Here is a happy example of feedback that came today from one of our valued customers (translated from Swedish). They had a wonderful trip in South Africa. The only “negatives”  were that sometimes the service in restaurants was not up to the same level as the wonderful food.

This feedback has gone to our first class agent in Southern Africa, &Beyond, and to the hotels:

Steenberg, Cape Town

"We got an apartment-like suite with a small patio and a wine bottle with a message from you.

The (food in the) restaurant was really good...

The guided tour to the Cape of Good Hope was good with a knowledgeable guide who left us at Ellerman House late afternoon."

Ellerman House

"Here we got an amazing nice room, private terrace with sun loungers (the wine from you was maybe a little unnecessary because everything drinkable was inclusive).

A very nice trip out in the winelands was followed by a night in the Ellerman Suite. One of the most beautiful I've seen. So nice that we almost had to be left in the suite ..."

Rovos Rail

"Totally surreal to celebrate New Year's Eve in an environment that felt like a journey 100 years back in time. Perfect service and high level of everything. However, we got a little lump in the throat as we sat in our observation car with a GT in his hand and chugged past 10 meters from the townships.

Wine and roses in the cockpit!"

Leadwood Lodge

"What should I say? Total experience with total service. Wizard (Mac) was so knowledgeable that there was  a surprise for us on every tour, and we managed to have 10  of them! Simply the absolute highlight of the trip.

Of course they had not missed the greeting from Select, sparkling wine!"

So thank you dear customers for all your feedback, helping us to make perfect journeys for you. And thank you dear partners for listening ... **

** In addition to the feedback mails, we are of course available 24 hours in case more urgent matters need attention when our customers are still at the destination.

Select in the UK Media

I am happy about the fantastic attention we are getting in the British media, which is important for our lovely office in Mayfair. The journalists seem to feel we have something new to bring to the UK, with our concept of warm personal service and our holistic view of luxury. They see that our customers are given special care and enfolded in luxurious ambience from the first cappuccino in our designer chic offices…throughout the entire holiday. They are impressed by our Nordic perfectionism…

Here are a few extracts from the latest interview with me by Adelto, an online magazine devoted to fashion, travel, interiors, style and furniture. The full interview can be seen on the Adelto website under the headline Exclusive interview with Leija Graf, CEO & founder of Select Collection

On our unique niche:

How is your business different from other luxury travel operators?

I think it is that we live as we teach. We create luxury around you from the moment you come into our offices, and we try to keep that level for our customers until they come home again. All done with a very personal touch.¨

On my belief in holistic luxury:

What do the words ‘luxury travel’ mean to you?

Luxury is holistic. It is perfection with so many elements. Charm, authenticity, clean beaches, warm atmosphere, and even social responsibility. We prefer properties that reinvest in the local community, for example by educating the staff’s children or enriching their lives in different ways. These days it is hard to think of a hotel as top luxury if it does not make an effort to reduce waste, and if it is unaware of the absurdity of importing water from the other side of the world in plastic bottles.

On our customer loyalty:

We have 85 per cent repeaters. Our customers love that we are so concerned about them and their enjoyment. Starting with cappuccino in the office, added values on arrival at the hotel, and our eagerness to fix any problems that might occur when far from home. We become friends with so many of our clients.

A lovely question: 

Who would you most love to organise a holiday for and what would you recommend?

President Obama and his Michelle and family. I think they need a holiday. I might take them to Soneva Fushi for the reason that it is so dazzlingly beautiful and authentic, and is run with social responsibility and care for the environment. The teenage kids would love it too for all the activities.

And a pertinent question - why travel with us: 

Why should a luxury traveler plan their next holiday with Select Collection?

Because we arrange individual travel experiences that aim for perfection and meeting a customer’s dreams.

About the coming summer: 

Which destinations, attractions and events are you most excited about in summer 2013?

We have negotiated great deals in Europe especially Greece – very good value luxury. Argentina and Brazil are also very hot destinations and are getting hotter…

 The bottom line of luxury travel:

What advice would you give to travellers who want the ultimate luxury experience?

Always use an authorized tour operator in your own country so you are covered by consumer protective legislation – it should also be an operator that has proper experience of the destinations. We at Select make sure we visit all the hotels in our programme and have very good partnerships with people on the ground in all our destinations.

Other questions I answered included:

• What should every jetsetter pack?
• Can you tell Adelto readers a little about your role and what you do at Select Collection?
• What made you choose a career in the luxury travel sector and how did it come about?
• What’s the best thing about your job?
• What did it mean to be awarded the Swedish Royal Patriotic Society medal for entrepreneurship?
• Can you tell me about the inspiration behind your boutiques?
• What is your travel philosophy?
• What are your expectations for business growth in 2013 for the luxury sector?
• Can you tell Adelto readers a unique fact about you that no one knows?

For my answers to that secret:
http://www.adelto.co.uk/exclusive-interview-with-leija-graf-ceo-founder-of-select-collection/

Art and opulence - Dubai

Zabeel Saray took three years to build. The owner is Sheikh Hamdan bin Mohammed, son of the Sultan who owns the “seven star” Burj al Arab. The 30 year old Crown Prince of Dubai has put  more gold into Zabeel Saray than his father put into the famed Burj al Arab…

First he just wanted to build the biggest spa in the Middle East; later it became a hotel as well.

Full of magnificence 

Inspired by the palaces of the Ottoman Empire, the opulent Jumeirah Zabeel Saray lies on the beach of the West crescent of Palm island, facing views of the new towering Dubai. All over you are blown away by art, hand painted details, fancy shops and so on. With 405 rooms/suites and 38 grand residences come 10 restaurants giving the tastes of France, Lebanon, Turkey, Vietnam and beyond.

Showing me round...

Katja Graf Director of Sales (right) and
Rachel Cadagat Sales Support Manager

Every fitting perfect

The ceilings are amazing...

Turning your head...

Here is one of the restaurants with hand paintings...

Eating to the theme of Michelangelo

Add to that trendy bars....

Very popular...

...very cool

Luxurious accommodations....

Generous standard rooms (40 SQM)

...with luxury bathrooms

And the spa, a vast 8000 sqm!

Equipment includes, 3 Turkish Hammams, 3 saunas (2 Russian and 1 Finnish), 2 steam rooms, 2 indoor salt water Thalassotherapy heated swimming pools, 2 relaxation lounges with Tepidy beds, 8 hydrotherapy rooms, 8 outdoor spa pavilions, gym, 42 treatment rooms 2 couples’ suites and -  if missing our weather in the North - a snow bath!

Spa reception

Doors into the spa

Relax areas in the spa

A beautiful smile from Guest Relations

Do come back...

Views, shopping, Arabia...

Ritz-Carlton is one of the first beach resorts in Dubai. It has a lovely location next to the Marina with its stunning boats; and there is also great shopping right next to the hotel. You get the best of both worlds: a beautiful low rise building situated among tall skyscrapers. And plenty of atmosphere...

Intimate and personal

A newly renovated wing will open any day, and I was the very first tour operator to have a site inspection…

Stylish and cosy - even the standard room

You can choose to have a view to the lovely bathroom:

Lovely, well-planned ...

Spacious!

View from the balcony

Living room, suite

Four poster bed, suite

Stunning jacuzzi in the bathrooms

The mosaics are beautiful

A very interesting hotel inspection - and I am impressed with where Ritz-Carlton is going.

Afterwards we had a fantastic evening with management - an Arabian buffet by the beach.

With Luca Guerra (left) Director of Sales and Marketing,
 Jay Strokov, Travel Industry Sales Manager and
Fredrik Gyllenhammar (right)

Great atmosphere

Arabic food with magnificent presentation

Dinner and 1001 Arabian nights...

Marvellous Arabian silverware and lamps

A lovely ambience... on the beach in shopper's haven, Dubai.

Peace on the Palm

Waking up in a lovely room in Mansion Nr 6 at One&Only The Palm with beautiful surroundings and attentive service. This is top luxury, peaceful and serene, on the tip of the crescent on Palm island.

In the beautiful lobby, One&Only The Palm 

And now for the first and best meal of the day. Breakfast!.

The breakfast is a great combination of
buffet and a la carte

Part of the excellent buffet

Understand now why breakfast is the
 most important meal

A feast indeed...and
 more to come

The hotel is stylish with magical hints of Arabia.

Beautiful reception

A warm welcome from management,
Oliver Sturmayr & Sebastian Fleig
 

Magical touches

One&Only The Palm 

On The Palm and plenty of Palms!

View towards the main pool

A great place to be.  On the pier you get the best views of Dubai city, without the bustle.

Scifi views 

Here on the pier lies Restaurant 101...

Restaurant 101 - great restaurant on the pier

Contemporary 101

Sea bass, sallad and broccoli for lunch

Silken service is one of the special things about One&Only The Palm.

Our butler Suresh, such a great and
service minded person

Down by the sea

 Thank you all at One&Only The Palm...