Reimagining what a hotel could be

How do you create a more thoughtful hotel experience?

• THE QUESTION

  When GLH, the capital’s largest hotel operator, wanted to rebrand their B2B chain Amba, they invited us to help them reimagine what it could be. Our challenge was to transform a somewhat generic offering into something genuinely memorable that guests would want to return to again and again.

• THE ANSWER

  Our vision was a more considered hotel experience, one that could offer a return to what every stay should provide.

  Doing the simple things brilliantly, every time, became our north star, but our ambitions extended well beyond this.

  The tone would be set from the first interaction. A warm, confident tone of voice to put you at ease, conveying that everything was in hand, your every need already anticipated.

  Recognising that it’s the little touches that often mean the most, we empowered staff to deliver ‘beautifully unexpected’ moments of kindness that could transform pleasant stays into something genuinely meaningful.

• THE IMPACT

  What began as two hotels in Central London has, in less than a year, already expanded to three, with an international expansion also now on the horizon.

  By basing their rebrand on a set of authentic, customer-focused values, that their dedicated team can really buy into, The Clermont have created something with truly universal appeal.