What makes a hotel truly wonderful? We asked our members to weigh in on the subtle gestures and major moments that transform an ordinary stay into an unforgettable one. While some of the hallmarks of great hospitality are simple courtesies — foundational niceties that even “luxury” hotels occasionally fail to provide — others require a truly exceptional team. It’s not just about thread counts or Michelin stars. When we asked Harper members about the touches that distinguish the world’s finest hotels, most cited examples of individualized, heartfelt service. 

You Get a Warm Welcome

Top-notch service begins the moment you set foot on the property. “When the hotel hands you a glass of Champagne upon check-in,” one member wrote, “you know you’re in the right place.” Another mentioned being “welcomed as family but still treated as a guest of honor.”

They Remember Your Name (and Your Drink Order)

“The valet, concierge and front desk all recognize you,” one guest shared, “and the bartender remembers your favorite beverage.” Another loved when “your favorite tea is brought to you at breakfast before you even ask.” It’s a synergy of familiarity and attentiveness that transforms basic service into genuine hospitality.

They Know You’re a Return Guest

“You are greeted by name and welcomed back from your previous visits,” wrote one member. There’s no question that a great hotel cherishes return guests. Whether it’s a simple “welcome back” or a note from a staff member who remembers you, that acknowledgment gives guests the feeling of coming home.

They Know What You Need — Before You Do

The best hotels seem to read your mind. “The staff is always at your service, yet never intrusive.” Travelers praised thoughtful touches like being asked in advance for dietary preferences or robe and shoe sizes. Taking the time to get to know guests can go a long way.

They Remember Your Birthday

“When they realize from your passport that your birthday is the next day and leave balloons and a small cake in your room,” one traveler wrote, “you’ll never forget it.” These sorts of personalized details often become standout memories of a trip.

The Kitchen Never Closes

For some, perfect hospitality is as simple as arriving late and still being fed. “You arrive an hour after the kitchen has closed and they serve you dinner anyway,” recalled a member about a favorite resort. Saying “yes” whenever possible is the mark of a truly luxurious hotel.

The Service Is Seamless

“You don’t have to sign for anything.” “You don’t have to ask for anything twice.” These small luxuries make a stay feel effortless. The best hotels operate with invisible precision, meaning you don’t have to worry about the details.

You Get Andrew Harper Perks

Sometimes it’s the little extras that make all the difference. “We entered our suite to find a bottle of something delicious and a tempting snack courtesy of Andrew Harper,” wrote one member. Another noted that “requests such as early arrival or a quiet location are actually granted.” These thoughtful touches remind travelers they’re well taken care of.

The Concierge Makes Magic Happen

“The concierge contacts you well in advance to arrange dinner reservations, private shopping, transportation and tours,” one member suggested. Others described concierges who “make a meal or activity unique and tailored.” The best concierges give you the keys to the city, letting you in on their local secrets.

You’re Dreaming About a Return Trip Before Checkout

The most obvious sign of a great hotel? When “you start planning a return trip before you depart,” according to one member. When we editors consider whether to recommend a property, it’s this feeling that’s most convincing.