What happened next after a guest arrived at the Royal Palms Hotel, stressed and agitated about his luggage being lost en route, may well speak volumes for the level of service at the Pembroke establishment.

The anecdote gives an insight into why the hotel has just picked up three top 25 regional Traveler’s Choice Awards from Trip Advisor.

Royal Palms topped the list last year as the best hotel in the Caribbean. While it is ranked 14th this time, it has collected two fresh accolades, securing places in the top 25 lists for service and for romance.

To be elevated so highly in the rankings the hotel has to attract opinions and glowing reviews from guests through Trip Advisor, which is the world’s largest travel website.

That requires giving a level of service and satisfaction that makes guests feel special and inclined to post to the Trip Advisor site, or to simply write a private note of thanks. That’s what the aforementioned stressed out guest did in a two-page e-mail.

Hotel manager Theresa Harney-Zuill explained that the man had come to Bermuda for a business meeting and was far from happy when he had arrived at the hotel.

During his journey to the Island his luggage had been lost, including some medication. He was far from happy and he was letting people around him know. However, staff at the front desk calmly dealt with his concerns and said they would sort out the problems caused by his lost luggage. The next day they took him to buy a replacement suit in Hamilton.

The guest was at the hotel for two days. When he returned home he wrote an e-mail to thank the staff for the way they had looked after him.

“What he wrote showed how caring the front desk staff had been and how they had turned around a stressful situation,” said Ms Harney-Zuill.

“He wrote about how well he had been handled.”

The hotel pays close attention to the feedback it gets, either directly, or on the Trip Advisor website.

“We want guests to come back and whether the comments they make are positive or negative they teach us what we need to do to improve,” said Ms Harney-Zuill.

She feels it is important the hotel responds to all comments and reviews it gets on Trip Advisor, good or bad, to show appreciation towards guests for their feedback.

Placing in the top 25 hotels in the Caribbean for service and romance was an added bonus for Royal Palms this year.

“That’s quite an honour,” said Ms Harney-Zuill, adding: “Romance was a surprise.”

On reflection she has identified aspects of the hotel that lend a romantic edge.

“The restaurant is special. And at night the gardens are lit up with fairy lights. There are lots of nooks and crannies where people can sit around, and quiet spots where they can read,” she said.

The hotel was originally a private house, built in 1901. It became a hotel in the 1950s, with 12 rooms. Today it has 32 guestrooms and two restaurants, Ascot’s and Just 24. The hotel is owned by Susan and Nick Weare.

Between 10 to 15 per cent of guests are repeat visitors. A high percentage are business people who like the hotel’s closeness to Hamilton’s main business quarter, said Ms Harney-Zuill.

“They appreciate being able to leave the city and come back to the hotel’s tranquil gardens and homely feel.”

Describing the hotel’s appeal, she said it included the personalised service staff provide, often remembering guests’ preferences — even down to the bottled water they most like — and doing all they can to provide for those needs.

“The hotel also feels like a home away from home. People feel welcome when they come through the door.

“All the staff love the job and have chosen hospitality for a reason. You have to have a passion for it and have it in your heart. That shows from the awards we have received.

“It is a validation of what we are doing and it makes the staff realise that they are appreciated.”