One of the hallmarks of what we've dubbed "new luxury" is the end of the stiff, old-fashioned way luxury hotels treated their guests.
A new generation of hoteliers is realizing that high-end travelers want a more relaxed style when it comes to guest relations. This doesn't signal a shift toward the slapdash but rather it's an understanding that guests now value individuality over formality.
As Elsa Remoy-Hodt, guest relations manager at the five-star boutique hotel The Ned
in London, says: "The service still needs to be slick, and attention to detail is a must, but guests in 2018 want personality."