Interview with Bury and West Suffolk Magazine

We asked boutique hotel guru Lulu Townsend what makes the perfect hotel and whether she has found one yet?

Date of Stay: September 2021

We asked boutique hotel guru Lulu Townsend what makes the perfect hotel and whether she has found one yet?

Perfection is in the eye of the beholder! What is perfect for one person won’t be for another and so a hotel experience is and always will be subjective. I have always preferred smaller, more personal hotels that are owned and run by passionate owners who see it as a lifestyle choice, not a job. I believe that a great hotel is only as good as the people and team behind it. Luxury is difficult to define especially when it comes to hotels. Who is to say which is more luxurious a charming beach hotel in Brazil or a five-star luxury hotel in London? It depends on what you are after at the time and time is the greatest luxury of all. The first thing I always do on arriving at a hotel is head straight for the pillows, if they are soft and squishy ie. down pillows, I know I am going to have a great night sleep and I am confident that the hotel knows what they’re doing. If they are hard and lumpy or spongy I am already a reluctant guest. Of course, if the hotel has a pillow menu, even better!

Are mini bars essential? As long as there is water in the room, then I am happy. I don’t judge a hotel on whether there is a mini bar in the room or a coffee machine: I am not a fan of eating and drinking in the room. I am at a hotel to experience everything they have to offer.

Room Service? I rarely have room service and I don’t like breakfast in my room. There’s too much to experience at a hotel to stay in your room to eat. To me it just doesn’t feel quite right eating in a bedroom.

Turndown Service? I love a turndown service, especially when it is timed right ie. when you are having supper, not when you are getting ready! It’s lovely coming back to your room to find fresh towels and new water, I can take or leave a chocolate on the pillow.

Food and Beverage I hate the word ‘beverage’, it paints a picture of a big conference hotel, what is wrong with the word ‘drink’? Simple good food will always get my vote, it’s one of the pleasures of travelling especially when the ingredients are local and seasonal. I don’t drink alcohol so Mocktails and a great choice of soft drinks are always a big plus when it comes to writing a hotel review. I love a cappuccino and that’s also a test for me, I was recently at an Italian hotel where the cappuccino arrived cold and all of the froth had dissipated along with my positive outlook, a very disappointing experience. A hotel that doesn’t start breakfast before 9 is a hotel I wouldn’t stay at, I am an early riser and like to be able to have breakfast at 7.30 if I want to.

Service with a smile Service is everything and great service can make up for quite a few failings at a hotel. Discreet and unassuming is the best service, there when you need it. It’s a rare treat when service exceeds your expectations.

Pet hates Travellers are weary on arrival, however short or long their journey has been. A welcome drink is a must. I hate being immediately ushered to reception and having to rummage in my bag for passports and credit cards and fill in forms whilst standing at the desk.

Tipping Always an awkward discussion. Post COVID-19 people don’t tend to travel with cash and so I think hotels should allow the guest to add service (if it’s not included) on the bill at the end. Gone are the days of carrying around cash.

Have you ever left a hotel before your departure date? Yes! Of course, I can’t name them but one was in the UK when my children were small another was in Mexico where I also stopped a treatment halfway through as it was so bad. There was recently one in Morocco too; it’s a horrible feeling knowing you want to leave as soon as you have arrived!

Have you found the perfect hotel? I have been in the hotel industry for 20 years and stayed in many hotels around the world from five star luxury to simple, chic hideaways. The perfect hotel for me, that ticks every single box and which exceeds all expectations is Casa Angelina on the Amalfi Coast. In my view this 30-room design hotel is faultless. The team of staff are young, willing and very able and the standards are the highest I have come across. Not only is there a pillow menu, but a mattress, product (including Jo Malone) and newspaper menu. Every room and suite faces the sea. The turndown service is second to none. The attention to detail includes touches such as hotel flip flops, beach bag, eye masks, miniature torches to read the menus and take away breakfast on departure. The service is impeccable and your every need is pre-empted. Add to this the stunning cliff top setting, far-reaching views and wonderful food and in my view, you have the perfect hotel.