EPIC Hotel Exceeds Expectations

Thursday, April 15, 2010

Luxury Service. What does it really mean? In my definition, it's refinement and exceeding expectations. We hear the same mantra in every five star hotel. It's hard to live up to it.

On various occasions I have visited the EPIC hotel for networking or social events. From a marketing professional point of view, recent events at neighboring hotels or restaurants lacked a smooth execution. However, each one at the EPIC was promoted with fanfare and they delivered with seamless professionalism.

This past weekend, European friends were guests of the hotel. After a full day in South Beach--brunch, walking the entire Art Deco district, visiting popular hotels in MiMo district and ordering a cocktail here and there, our sightseeing- fatigued bodies begged for some wind down time. This meant a final drink.

Luckily for us, the EPIC offers complimentary wine for hotel guests from 5pm-6pm daily. A nice touch that makes a world of difference. The afternoon turned cloudy and the rain fell slowly. As the elevator doors opened to the pool lobby on the 16th floor, Jose Aguirre awaited with bottles of chilled white wine or red wine to warm up the cool rain sensation. Then a tray of sliced tilapia on bread topped with a mandarin wedge was ushered in. We nestled in a nearby covered cabana by the pool deck while watching the drizzling rain.

There's something relaxing about sitting outdoors surrounded by soft falling rain without getting wet. Hours had passed since brunch, and hunger pangs were surfacing. We asked Jose if it was possible to have a small bowl of their famous Hummus. While finger food is not part of the complimentary wine hour, Jose recognized that few guests were around and surprised us with a plate of toasted pita bread dashed with sea salt and a bowl of Hummus filled with olives. Jose recommended a red wine and refilled our glasses. It was the perfect way to round out our day of hotel touring and with a final happy hour, our relaxation hour.

Our friend Tobias Voss, who's employer happens to finance upscale hotel projects around the world, was our measure of service. With discerning taste and high expectations, he actually stated, "this hotel exceeded my expectations". From the chic Miami decor to the service, this is indeed high praise given earlier hiccups in service at other high profile hotels in South Beach.

On a separate occasion, after dining at the restaurant and heading down to the lobby, upon realizing we did not get our valet ticket validated, a kind young gentleman at reception, actually stepped away (recognizing the lobby was empty with no other guests and a coworker ready to take over) and dashed to the restaurant (riding the elevator) to validate our ticket. Now that is service!!! I'm a big believer that small things can make a big difference. The EPIC hotel knows this well.

In frequenting hotels such as the Ritz Carlton, the Mandarin and Four Seasons, the EPIC hotel leads the 5 star pack and is commended for their consistent level of excellent service. Special kudos to Jose Aguirre for exceeding our expectations.

Speaking of outstanding hospitality, EPIC is part of the Kimpton hotels and the only upscale chain to offer a HosPETality program. Click here for more information. I even brought my maltese dog to the launch of their new spa and gym EXHALE one evening. She received more attention than anyone. Ma Cherie thrives on attention and loves to accompany me on shopping errands and functions that cater to four -legged guests.

I'm looking forward to spending more time dining, socializing and enjoying my backyard at the EPIC HOTEL.


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