Rosewood Hotels is considered a luxury brand, but you may not be able to tell from the cleanliness of its properties or its attention to detail in the service it provides its guests. It does, however, manage to maintain semblances of luxury through its architecture, décor and restaurants.
While less finicky guests or those new to the luxury niche won’t mind, the well-traveled and well-experienced will quickly notice the areas for improvement. Take for example its Bermuda property where its more private pool is a place where guests in the Warwick wing can have direct pool access.
It was apparent that weeks, perhaps months, had passed since the furniture cushions were tended. They sported dark circular brown marks towards their center where rain water collected and remained in pools. Guests also had to be careful walking around the pool area and surrounding patios where bird excrement was in full supply and rarely cleaned up.
Room cleaning was also highly inconsistent in terms of both quality and timing. When a cleaning person arrives in the evening right before dinner, it truly shows a lack of thoughtfulness, training, or some combination of the two.
Rosewood Hotel Group is a subsidiary of Chow Tai Fook Enterprises, a privately owned Hong Kong-based company. It was originally founded by Caroline Rose Hunt in 1979 in Dallas, Texas on the idea of providing residential-style luxury hotels. Its first post-acquisition CEO was Sonia Cheng who stated her desire to treasure and protect Rosewood’s legacy, people and reputation. Time will tell.
