As business travelers we probably spend more time in hotels than does any other segment of the population. Hotels vary from chain to chain and from independent to boutique. In this article, I’ll highlight the key amenities and services that are most important to business and luxury travelers.

Sweet Dreams
Sleep is the No. 1 priority for business travelers. No matter what time of day you arrive at your destination or when you decide to catch some Zs, hotel rooms designed to enhance the sleep experience are far and away preferred among frequent travelers. Hotels that understand this key fact — and nobody does it better than Westin, with its Heavenly Bed — definitely have a head start on the competition.

A few years ago, I arrived at the Westin Dublin with my wife and daughters after an overnight trans-Atlantic flight. I know, I know, you’re not supposed to sleep when you arrive; it’s better to stay up to let your internal clock adjust to local time. That plan fell by the wayside when we entered our guestroom and stretched out on the Heavenly Bed, Westin’s signature pillow-top mattress and bedding.

If imitation is, indeed, the sincerest form of flattery, Westin must be overwhelmingly flattered given the number of hotel brands that have followed suit.“The momentum we see has exceeded all expectations. From the launch of the Heavenly Bed in 1999 to the recent retail alliance with Nordstrom, guest preference for Westin and its heavenly products keeps building,” said Sue A. Brush, senior vice president, Westin Hotels & Resorts.

Recently, Neiman Marcus began selling the Heavenly Bed. The product was (and still is) available online at http://www.westin.com for about $2,600; however, shoppers in the know are savvy to the fact that a key component of Westin’s Heavenly Bed — the mattress — is manufactured by Simmons and is available for about $1,100.

Global Traveler vice president Alexandra Young recently purchased the Simmons version. “It’s great, the best bed ever, and has improved my sleep at home,” she said.

Curious about other outlets that might carry the mattress, I placed a quick call to the retailer 1-800-MATTRESS. I was connected with a customer-service representative who gave me a quote of $1,059, including delivery, for Charleston by Simmons, a pillow-top mattress on par with the mattress used in the Heavenly Bed.

With hotels jumping into the bedding game left and right, the real winner is the traveler. Sheraton’s Sweet Sleeper features a Sealy mattress. Marriott guests sail into slumber on a Jamison or Serta mattress (depending on the hotel brand). Hilton’s Suite Dreams mattress is by Serta, and Crowne Plaza features the Serta Perfect Sleeper.

It all calls to mind the Serta commercial featuring Joey Heatherton and the tag line, “Now instead of counting sheep, you can count on a good night’s sleep.”

Independent hotels have also upgraded their beds and bedding. Some, however, offer the luxurious sleep experience for guests only. Asked if the Bel-Air Bed at the renowned Hotel Bel-Air in Los Angeles is available for purchase, general manager Carlos Lopes responded, “We want people to experience the bed here.”

But even the best bed doesn’t guarantee a good night’s sleep — or afternoon nap — if the room stays bright, day and night. That’s where room-darkening shades come into the picture. The old “lean the desk chair against the drapes to close the gap” trick works, but should not be necessary. The solution — as demonstrated at the Four Seasons Atlanta — is as simple as oversizing the drapes and attaching a bit of Velcro at the gap.

InterContinental supplies guests with a “sleep kit” containing a CD of restful music, a nightlight and a drape clip to keep the drapes shut. There’s even a designated “sleep section” in each hotel.

It also pays to chat and compare notes with your fellow travelers.

“I can tell you that when you stay at a Crowne Plaza, you will get a good night’s sleep,” said Doug McCabe, a Boston-area business traveler who, for the past three years, has spent some 50 percent of his work days on the road, many of them at Crowne Plaza’s Atlanta-Buckhead property. “A lot of hotels have great beds, but none of them gives the extra perks like Crowne Plaza. I particularly enjoy the sleep CD.”

Squeaky Clean
We want clean rooms, and for the most part we get them, but who can forget the 20/20 exposé in which journalists examined a typical guestroom using a special light to reveal stains caused by bodily fluids? Then they swabbed the entire bathroom and even the TV remote control to show the prevalence of bacteria. “Of course,” we said. “That’s to be expected in a room available for hire to anyone in the general public. We can live with it.”

Yet I wondered: how often do hotels change their bedspreads? I asked this question — and then I asked it again and again — until I was given answers I felt I could believe. But before divulging the results, let’s ask, How often do you clean your bedspread at home? What about your guestroom? Do you clean the spread after every guest? Have you ever cleaned it? The point is, we need to have realistic expectations. Most hotels are not going to clean the bedspread or duvet after each and every guest. Instead, they work on a cycle that includes an “as needed” clause, meaning bed coverings can be changed out of cycle if they are especially soiled.

There are, however, some innovators in this quest to be the best. By year-end, 628,000 beds at approximately 2,400 Marriott Hotels & Resorts hotels worldwide will have a new, more luxurious look and feel. In guestrooms at JW Marriott Hotels & Resorts, Marriott Hotels & Resorts and Renaissance Hotels & Resorts, down comforters nestled inside sheeted duvets will replace the traditional bedspread and — the pièce de résistance — the duvet covers will be freshly laundered for each new guest. At Courtyard, Residence Inn, SpringHill Suites, Fairfield Inn and TownePlace Suites, the company’s select-service and extended-stay brands will feature not bedspreads, but comforters snugly fit between triple sheeting. Commonly found at luxury hotels and resorts, the triple sheeting includes a decorative top sheet with colorful trim. All linens will be laundered daily.

“We’re replacing traditional bedspreads with freshly laundered linens, making Marriott’s new bedding the cleanest and freshest of any major hotel chain,” said Steve Samson, Marriott’s “Good Night Guru.”

The innovation comes as welcome news to frequent travelers like Risa Sorge.“Dark colors and artificial fabrics, which have been the mainstay of the hotel industry in our fathers’ time, are now being replaced by sheeted duvets like Marriott’s. A frequent traveler I worked with more than 10 years ago had this warning for me: ‘As soon as you go to your room, remove the bedspread, fold it and place it in the corner — God knows who was laying on it before you and in what stage of dress and undress,’” said Sorge.

The choice of a darker spread and a more ornate geometric or floral pattern has one purpose — to hide dirt. The new, lighter colors and easy-to-launder duvets have changed that way of thinking. And that’s a good thing, according to Hoyt Harper, senior vice president of Sheraton’s Four Points brand, who pointed out that the lighter palette makes it easier for staff to recognize when a spread needs to be laundered.

Silence Is Golden
What’s worse than loud street sounds? How about housekeepers who knock on your door and rattle their carts in the hall despite your prominently displayed “Do Not Disturb” sign? As the character played by Samuel L. Jackson in the movie The Red Violin says, “I don’t want towels, my sheets changed or the minibar checked. When that sign is up, I do not want anyone in this room.” Housekeepers should not be knocking on any guestroom door before 10 a.m. The use of housekeeping carts should be kept to a minimum — or not at all, as at Raffles L’Ermitage in Beverly Hills.

“We don’t use carts in the hallways,” said Arlene Winnick, Raffles L’Ermitage public relations representative. “It makes for a more quiet and peaceful environment.”

I was pleased one night several years ago when the W Los Angeles told a group of rowdy guests — after several very clear warnings — to hit the road. They peeled out — tires screeching — down Hilgard Avenue. The following morning, the front desk clerk apologized for the nuisance.

“You did the right thing,” I told him.

Bathing Beauty
When it comes to bathroom amenities, we like branded products, not hotel-brand products, and it surprises us when top hotels like Westin and Fairmont don’t supply branded shampoos and conditioners. Even mid-market hotels like Four Points are moving to provide guests with premium bath products: Four Points’ yet-to-be-determined brand will be available to guests beginning this fall.

Four Points’ Harper observed that if guests take the bath products home, it proves the hotel has succeeded in offering an amenity they value.

Some of the best bath products I’ve experienced include those at the Viceroy in Santa Monica, Calif. (Thymes); Hotel Bel-Air in Los Angeles (Kiehl’s); and Nine Zero in Boston (Mario Russo) — all examples of independent properties that have pulled out the stops when it comes to bath amenities. In fact, the Viceroy goes so far as to offer guests full-size bottles.

Accoutrements like cotton swabs, cotton balls, shower caps, bath salts and emery boards round out the offerings at top hotels.

Coffee Break
Note to hoteliers: we want our in-room coffeemakers. Recently, I’ve noticed hotels removing coffeemakers and insisting guests order coffee through room service. This is simply bad business. Personally, I have never had piping-hot coffee from room service. I don’t want to wait for delivery. And I hate to be disturbed to answer the door when I’m in the process of showering or shaving.

I discussed this point with one hotel general manager a few years ago. His reasoning? Coffeemakers are unhygienic because guests use water from the bathroom tap to make the coffee. Excuse me? If that’s such a problem, please supply free bottled water with the coffee, creamer and sweetener.

I’m a fan of Westin’s coffee service, complete with Starbucks coffee, ceramic mugs and paper cups with covers to go. Casa Del Mar in Santa Monica offers great-tasting coffee and really cool and colorful mugs. In Houston, Hotel Icon makes a display of its coffee service.

My wish list? In addition to a fully loaded coffee service, I’d like real cream and a selection of teas.

At Your Service
We demand service, but there is a fine line between accommodating and over-the-top. At Le Merigot in Santa Monica, clerks responded to every single phone request with a hearty “My pleasure” — and they meant it. But during a recent stay at a Ritz-Carlton property, I found the cloying service almost too much to take. One of the bellmen was so insistent on shining my shoes — they were newly polished — that I felt uncomfortable every time I saw him.

Basic rule of the road: most guests want to be left alone, but be secure in the knowledge that service is readily available upon request. I don’t need a personal lesson on how to work the heating and cooling system. I do need to know that when I ask for a restaurant reservation, or that my car be brought around, the task will be accomplished quickly and efficiently. That’s what I call friendly service.

GTtested
Firsthand reports by GT publisher Francis X. Gallagher

Montage Laguna Beach
Arrival/Check-In: Only a short drive from Los Angeles International Airport (LAX), Laguna Beach with its fabulous coast, restaurants, shops and golf courses has always been one of my favorite destinations. Upon entering Laguna, it’s easy to switch gears and ease into “California” mode. There’s a laid-back atmosphere here that’s often missing in Los Angeles. The resort’s location, on a bluff overlooking the Pacific Ocean, is truly magnificent.

I arrived in style, my wounded rental car having suffered a flat tire en route. The spare “doughnut” gave me plenty of material to joke about with the parking attendants, who were friendly and courteous. I didn’t even have to stop at the front desk: registration was accomplished in the lobby and I was off to my room. My luggage arrived within minutes and I set out to explore the resort. (19/20)

Guest Quarters: My suite was majestic, with a luxurious yet “beachy” decor. There was a powder room to the immediate right of the entrance. A hallway led past a minibar area and into a large living room furnished with a sofa, coffee table and desk. High-speed Internet access was offered at $12.95 per day. Beyond the living room was a small balcony overlooking the pool and the Pacific Ocean beyond. Double doors opened from the living room into the king-sized bedroom, which boasted a second balcony. The almost entirely white bathroom, featuring a separate shower and tub, plus twin sinks, was generously stocked with Provence Santé by Baudelaire bath products. The bed was made up with a duvet, high-thread-count sheets and plenty of comfortable pillows. (13/15)

Services/Amenities: Service at the Montage is excellent. From the moment I checked in until my very early departure the following morning, the staff was on top of everything. After settling into my room, I made my way to the outdoor restaurant near the pool, where I enjoyed lobster salad complemented by great conversation with the staff. In the evening, I dined at Studio, the hotel’s signature restaurant, where I was invited to try the tasting menu. Each course, accompanied by wine, included a detailed explanation by the staff. (43/45)

The Experience: This unique property is perfect for a weekend getaway from Los Angeles. Some criticize its New England-style architecture, saying it does not fit with the Laguna Beach landscape. I disagree. On its Web site, the hotel describes its architectural style as early California “craftsman-style.” I understand from my colleagues it’s all the talk in L.A. circles these days. (19/20)

The Last Word: Highly recommended. Plan to spend several days.
Total Score: 94/100—Francis X. Gallagher

MONTAGE LAGUNA BEACH
30801 South Coast Highway
Laguna Beach, CA 92651
tel 866 271 6953
http://www.montagelagunabeach.com

Nine Zero
Arrival/Check-In: Nine Zero is a cool and funky hotel. It’s in a great location – Boston’s downtown Ladder District – right in the center of everything. I arrived late, after an all-day meeting outside the city. Despite the late hour, the front desk clerk was pleasant and accommodating. He handed over my key and told me I would be staying in the “Cloud Nine” suite – Room 1904. (18/20)

Guest Quarters: Wow! I stepped inside and discovered I had been assigned the hotel’s best room. It opened into a hallway leading to a “T,” where the living and working areas were on one side and the bedroom was on the other. I felt as though I were in some ultra-swanky New York apartment. The hardwood floors were painted black throughout, as were the doors and trim; the walls were white. The living room was furnished with a sofa, chairs and coffee table positioned to face an entertainment center with a large plasma-screen TV. The minibar was fully stocked, including mixers and garnishes for making everything from a bloody mary to a margarita. Way cool!

The full-sized dining room had floor-to-ceiling windows overlooking the corner of Tremont and Park streets. Other huge windows looked out on Boston Common, the Charles River and Cambridge beyond. Room-darkening shades operated on a pulley system, which I had a little bit of trouble figuring out how to work. The bedroom was furnished with a king-sized bed covered with a white duvet. The master bath was huge, with twin sinks and a separate shower and tub – which I enjoyed. (14/15)

Services/Amenities: The front desk staff was friendly and accommodating. Special thanks to the bellman, Akeem, who made me feel very welcome. Hotel guests have access to free wireless Internet throughout the hotel. Just ask for a password at the front desk.

In-room amenities were countless – great minibar and terrific bath products by Mario Russo, including two types of shampoos (one for fine hair and the other for normal), conditioner, olive lip balm, bath/shower gel, liquid hand soap, soap bars and lotion. Spire is the hotel’s signature restaurant. Unfortunately, I was too late the following morning for breakfast, as service ends at 10 a.m. (43/45)

The Experience: Despite my short stay, the experience was memorable from start to finish. I only wish I had had time to explore the rest of the hotel. (19/20)
The Last Word: Cool and functional; a great city hotel.
Total Score: 94/100—Francis X. Gallagher

NINE ZERO
90 Tremont St.
Boston, MA 02108
tel 617 772 5800, fax 617 772 5810
http://www.ninezero.com

Raffles L’Ermitage
Arrival/Check-In: There is a subtle elegance to L’Ermitage, with its modern and clean color palette. Bellmen and front desk clerks were ready, willing and able to help me upon arrival (I was running late for a meeting). Check-in was swift and courteous. I took a minute to greet my guest, who was waiting in the lounge, before accompanying the bellman to my suite on the top floor. I was settled in and back to my guest in less than five minutes. (19/20)

Guest Quarters: Security was tight, but not obtrusive. Elevators will not stop at your floor unless you slide your key card through a slot before pushing the button. My room was spacious, clean, light and airy. A short hallway led to a large room with a king-sized bed in the center. The floor-to-ceiling headboard served double duty as a room divider, behind which was a sitting area furnished with a sofa, chair and coffee table. The bed was positioned on a platform that, to my taste, seemed a bit low to the ground. On the other hand, I realized it could very well have been set at that height to accommodate physically challenged guests (“World Wide Access,” Global Traveler, April 2005). Bedding consisted of lots of pillows and a comfortable duvet (the hotel offers a pillow menu). Double doors opened onto a small balcony overlooking Burton Way. The large bathroom featured a huge soaking tub and a separate, very large shower stall. (14/15)

Services/Amenities: The hotel prides itself on its service and the amenities it provides guests as part of their standard room rate. Free amenities include wireless high-speed Internet and choice of daily newspaper. The availability of complimentary nonalcoholic beverages in the minibar was a huge plus. Rooms are not equipped with coffeemakers; however, they are equipped with a fax, scanner, copier and three telephone lines. Also standard are a 40-inch TV and a CD player. Temperature and lighting remotes are a nice touch.

Boardrooms are available for meetings. Private cabanas — complete with flat-screen TVs — line the rooftop pool. A fully equipped fitness center and spa are located on site. Guests are entitled to complimentary local car service. Upon arrival, I enjoyed the quiet bar, but found it hopping later that night. The following day, I scheduled a lunch meeting in the hotel restaurant, Jaan. While the cool weather prevented my guest and me from sitting in the charming outdoor dining area, service was attentive and I enjoyed my tasty salad and grilled salmon. (41/45)

The Experience: L’Ermitage is a great hideaway that, I am told, caters to celebs in search of privacy. Its location in the middle of Beverly Hills is the perfect base of operations. (18/20)

The Last Word: Lots and lots of extras at this five-star property.
Total Score: 92/100—Francis X. Gallagher

RAFFLES L’ERMITAGE
9291 Burton Way
Beverly Hills, CA 90210
tel 310 278 3344 or 800 800 2113
http://www.raffles.com

Four Seasons Hotel, Atlanta
Arrival/Check-In: Due to a flight delay, I was concerned I’d miss a meeting I had scheduled at the hotel upon arrival. I pulled in and quickly turned my car over to the valet (for a $26 fee, which seemed excessive). I declined an offer of help with my bags and proceeded to the front desk, where the friendly clerk checked me in and informed me my guest was waiting in the lounge. (18/20)

Guest Quarters: Upon entering my room, I discovered a long hallway leading to a bathroom on the right and a large bedroom beyond. The bedroom was furnished with Four Seasons signature bedding, plus an entertainment center, minibar and desk. High-speed Internet access was offered at $10.70 per day. Effective room-darkening drapes shut out the early-morning light, making for a great sleeping environment. The bathroom featured a separate tub and shower with strong water pressure. (13/15)

Services/Amenities: The bathroom was stocked with wonderful products by L’Occitane. Four Seasons properties do not equip rooms with coffeemakers. For now, there is a grab-and-go coffee setup in the lobby, though renovations scheduled at this property for 2006 include the installation of in-room coffeemakers. In the evening, there’s a light buffet on offer in the lounge. I enjoyed an Asian-style salad with grilled shrimp. (40/45)

The Experience: This property is in a great location convenient to the highway and airport. The staff was friendly and efficient during my less-than-11-hour stay. (17/20)

The Last Word: Traditional Four Seasons elegance, “Hotlanta” style.
Total Score: 88/100—Francis X. Gallagher

FOUR SEASONS HOTEL, ATLANTA
75 14th St.
Atlanta, GA 30309
tel 404 881 9898, fax 404 873 4692
http://www.fourseasons.com/atlanta

Hotel Icon
Arrival/Check-In: My cab driver had difficulty finding the hotel, then navigating the streets to its location, so I was relieved when we finally arrived. The bellman offered to assist me with my luggage. Richard, the front desk clerk, couldn’t have been more professional, accommodating and friendly, helping me with restaurant recommendations and arranging a car for that evening. (19/20)

Guest Quarters: I was wowed when I walked into the room. The building has been meticulously renovated. Wherever possible, original moldings remain in place, and reproductions fill the gaps. My room was furnished with a king bed, large TV, overstuffed chair and desk. The warm color palette brings to mind thoughts of a bygone era. There’s even an old-fashioned medicine chest in the bathroom, along with a whirlpool tub and separate glass-enclosed shower. A sliding louvered door between the bathroom and bedroom allows guests to shower while enjoying the Houston skyline or watching TV. The room also features a well-stocked minibar and a coffeemaker. Flowers placed on the bed and laid out on the bathroom vanity provided a nice touch. (14/15)

Services/Amenities: A car is available to Hotel Icon guests. Just call the front desk and the clerk will arrange for Mike, or one of the other drivers, to pick you up in the hotel’s authentic London taxicab. Other amenities and services of note include complimentary inroom high-speed Internet access with outlets on — rather than under — the desk. Wireless Internet access is available in the lobby and other public areas. In-room coffeemakers (kudos, Hotel Icon) are accompanied by Seattle’s Fonté-brand coffee and a selection of teas. Bathrooms are stocked with Molton Brown products — small bottles on the counter and larger bottles in the shower. There’s also an on-site day spa. (43/45)

The Experience: I hadn’t stayed at this hotel before, but on a previous business trip to Houston about a year ago I stopped into the (then) newly opened property, where one of the front desk clerks offered a tour. I had been looking forward to returning ever since. Hotel Icon was converted from the 1911 Union National Bank building, which was a skyscraper at 12 stories when it was built nearly a century ago. I favor properties with a unique history and this one fits the bill. The façade of building, constructed of brick and Bedford limestone, is adorned with Corinthian columns and carvings depicting Hermes, the Greek god of trade, commerce and good fortune. The lobby is dramatic, to say the least: two rows of 30-foot Doric columns command attention, and the original Union National Bank vault door is still visible behind the reception desk. Dining venues include the trendy Whiskey Bar and the Bank dining room. This is not a cookie-cutter property. In fact, Hotel Icon has been slowly wooing customers away from other upscale Houston hotels. (19/20)

The Last Word: A landmark property with a funky yet business-appropriate edge.
Total Score: 95/100—Francis X. Gallagher

ICON
220 Main St.
Houston, TX 77002
tel 713 224 ICON
http://www.hotelicon.com