Being a five star hotel is something we’re extremely proud of. It’s not something we take lightly or something we make assumptions about. Each and every day we strive towards ensuring we maintain the extremely high standards set out when we were first awarded five stars.
But what are the standards that are expected of a five star hotel?
Interestingly, they tend to vary all around the world; there’s no universal grading system. Here in the UK the rating is determined and provided by The AA, and the criteria to receiving five stars is particularly in-depth.
Looking at our five stars at DUKES London, here we explore some of the notable reasons we’ve been awarded the highest rating for any hotel in the country.
First-class customer service
This isn’t about ‘the customer is always right’. Anyone can do that. First-class customer service is about truly going above and beyond what’s expected of us.
Nothing is too much of an issue. Whether it’s asking for certain pillows from our housekeeping staff through to talking with our concierge to arrange a full evening of entertainment, no question is too troublesome.
And it’s so important that every single guest fully understands this. This point is actually arguably the most important – being able to deliver a first-class level of customer service is one thing, but ensuring our guests understand this is what we do is key.
We invest so, so heavily in our staff. We want people who want to go that extra mile; those people who fully understand that a guest’s experience with us can be spoilt – or made – by the service they receive.
That’s why every single member of staff is dedicated to ensuring DUKES London offers one of the highest – if not the highest – level of customer service found in any hotel.
Fitness and spa facilities. Butler services. 24 hour reception, concierge and room service. And something that’s particularly British – a full afternoon tea offering!
It’s not uncommon to find these amenities in other hotels that have three or four stars. So many of them offer them brilliantly.
But what makes a five star hotel just that is all of these amenities are offered under one roof. That’s so important. When you’re looking for a luxurious break to London, whilst there is so much to see and do in our wonderful city, sometimes all you want is 48 hours of being pampered, without ever needing to step out through the same doors you came in until it’s time to leave.
Suites, suites, suites
We’re particularly proud of our suites at DUKES London, largely because they attract so much praise – and from a hotel rating point of view, they play a critical role in ensuring we maintain our five stars.
With hotels in this rating needing to have a minimum of one suite, it must consist of at least one bedroom, one lounge and one bathroom, and has to be able to be booked by guests at all times (this is an interesting one – whilst four star hotels may have suites, they’re not always considered permanent or continually accessible, something that can often prevent them from receiving a higher rating).
A full service restaurant
Our hotel restaurant is open seven days a week, 365 days a year (as our hotel is – itself a requirement for five star ratings). Breakfast, lunch and dinner is available, and you can book a table as a resident or non-resident.
Without this, we wouldn’t have the rating we have today.
Our guests want unrivalled levels of cuisine. They want a breakfast perfectly suited to their needs for the day, lunch options to see them through the afternoon, and a dinner menu that has something for every taste.
Nigel Mendham does a wonderful job here at DUKES. The reviews, praise and critiques he receives are exceptional and provide a brilliant insight into the fantastic work he and his team of talented culinary masters deliver right throughout the day, week and year.
Being a five star hotel
The AA’s quality standards are in-depth (you can download the full document here if you’re interested!) at currently 43 pages long, and cover nine separate sections of which some have over two dozen subsections.
Being a five star hotel isn’t an easy feat. We completely and utterly understand, appreciate and respect that. Once it’s received, it’s not something you can rest at ease with either. You need to fully embrace it and work towards ensuring your standards never slip, as like we’re sure every five star hotel will say – once you have the rating, your dedication to ensuring every single point you’re judged on never waivers only increases.