Classifications

Telephone is answered within three rings.

Reservation & Pre-Arrival · Phone & Inquiry Service

Confirmation is sent promptly with accurate booking details.

Reservation & Pre-Arrival · Phone & Inquiry Service

Hold times never exceed 30 seconds without a courtesy check-back.

Reservation & Pre-Arrival · Phone & Inquiry Service

Staff responds to or confirms pre-arrival requests within 24 hours.

Reservation & Pre-Arrival · Pre-Arrival Outreach

Luggage assistance is immediate at curbside and offered by staff.

Arrival Service · Curbside & Valet

Check-in is seamless and completed within five minutes under normal conditions.

Arrival Service · Registration & Escort

Luggage is delivered to the room within 10 minutes of registration.

Arrival Service · Registration & Escort

Checkout process is completed within five minutes.

Departure Service · Checkout & Folio

Express or mobile checkout options work reliably when offered.

Departure Service · Checkout & Folio

Luggage service is secure and seamless; guest does not need to identify or prompt for luggage once collected.

Departure Service · Luggage & Exit

Staff respond to or confirm in-house requests within two hours.

Guest Services & Concierge · Guest Service Standards

Guest requests are handled on first contact without unnecessary handoffs.

Guest Services & Concierge · Guest Service Standards

In-stay messaging or app (if offered) is responsive and professional.

Digital Services · Website & Booking

Staff arrives to the room within 10 minutes unless advised otherwise.

Guest Service Request · Request Fulfillment

Engineering issues are acknowledged quickly and fixed with verified closure.

Guest Service Request · Request Fulfillment

If waiting is required, an estimated wait time is quoted.

Hotel Dining · Host & Greeting

Courses are correctly timed; plates are cleared with appropriate discretion.

Hotel Dining · Table Service & Knowledge

First drinks are served within five minutes of ordering at a table.

Bar & Lounge Service · Bar Service Standards

Estimated delivery time is quoted and met.

In-Room Dining · Order Taking

Tray/table removal is timely when requested or per standard pickup.

In-Room Dining · Delivery & Presentation

Coffee/tea service is prompt, hot, and refilled proactively.

Breakfast Service · Breakfast Service Flow

Poolside F&B service (if offered) is attentive and timely.

Pool & Recreation · Pool Experience

In-room engineering issues are acknowledged within 10 minutes and resolved promptly.

Engineering & Maintenance · Response & Closure

Breaks, water stations, and refreshments are continuously maintained.

Meetings & Events · Event Service

Response times meet or exceed standards (phones, requests, F&B).

Service Culture & Appearance · Behavioral Standards (All Staff)

Guests are never placed on hold for more than 30 seconds without courtesy check-back.

Service Culture & Appearance · Behavioral Standards (All Staff)

Holds include a clear reason and a courtesy check-back before 30 seconds elapse.

Verbiage & Professional Communication · Preferred Phrases & Avoid List

In-stay messaging (app/SMS/email when offered) is responsive, professional, and timely.

Verbiage & Professional Communication · Written & Digital Communication

Handoffs between colleagues are seamless; guests are not forced to repeat requests multiple times.

Verbiage & Professional Communication · Professional Boundaries in Communication

Staff describes hotel facilities and procedures with clarity.

Reservation & Pre-Arrival · Phone & Inquiry Service

Rate, inclusions, and cancellation terms are explained accurately.

Reservation & Pre-Arrival · Phone & Inquiry Service

Staff never overpromises amenities or views that cannot be guaranteed.

Reservation & Pre-Arrival · Phone & Inquiry Service

Dietary, accessibility, and celebration details are captured and shared across departments.

Reservation & Pre-Arrival · Pre-Arrival Outreach

Vehicle information is recorded accurately; claim tickets/process is clear.

Arrival Service · Curbside & Valet

Special requests or bookings made prior to arrival are confirmed during registration or upon room entry.

Arrival Service · Registration & Escort

Room readiness is verified; keys/access work on first attempt.

Arrival Service · Registration & Escort

Billing is accurate with no unresolved surprises.

Departure Service · Checkout & Folio

Any remaining guest property is secured and returned with clear communication.

Departure Service · Luggage & Exit

Staff demonstrate deep knowledge of the hotel, Coconut Grove, and Miami.

Guest Services & Concierge · Guest Service Standards

Restaurant, theater, and activity reservations are confirmed with details back to the guest.

Guest Services & Concierge · Guest Service Standards

Content on the hotel website is current, free of errors, and grammatically correct.

Digital Services · Website & Booking

Hotel booking details are accurately reflected in the email confirmation.

Digital Services · Website & Booking

Photography and digital assets accurately represent the current property.

Digital Services · Website & Booking

Power outlets, USB/charging, and connectivity work reliably.

Guest Room · Technology & Storage

Amenity placement follows brand standard with precise alignment.

Housekeeping Daily Service · Bedroom & Living

During evening service, bedding is neatly prepared.

Housekeeping Evening Service · Evening / Turndown Execution

If guest opts into an environmental preference program, requests are honored.

Housekeeping Evening Service · Evening / Turndown Execution

Items provided are high quality and meet the guest's needs.

Guest Service Request · Request Fulfillment

Menu, food, and beverage descriptions are knowledgeable and confident.

Hotel Dining · Table Service & Knowledge

Wine/beverage service is knowledgeable and polished.

Hotel Dining · Table Service & Knowledge

Check presentation and payment process are polished and accurate.

Hotel Dining · Food Quality & Presentation

Staff can recommend aperitivi, wines, and non-alcoholic options with confidence.

Bar & Lounge Service · Bar Service Standards

Order is taken courteously with accurate read-back of items and special requests.

In-Room Dining · Order Taking

Menu knowledge enables confident recommendations.

In-Room Dining · Order Taking

Billing is accurate and discreet.

In-Room Dining · Delivery & Presentation

If buffet is offered, items are fully stocked, labeled, and continuously maintained.

Breakfast Service · Breakfast Product Quality

Staff can explain access, hours, and any personal training or class options.

Fitness Center · Fitness Facility Standards

Spa booking process is seamless with confirmation of preferences and contraindications.

Spa Experience · Treatment Journey

Therapist demonstrates expert technical skill and personalization.

Spa Experience · Treatment Journey

Work is completed thoroughly; no repeat visits for the same unresolved issue.

Engineering & Maintenance · Response & Closure

Garments are returned on time, correctly processed, and elegantly presented.

Laundry & Valet · Laundry Service Standards

Special care instructions (delicate, express) are followed accurately.

Laundry & Valet · Laundry Service Standards

Charges are accurate and communicated if requested in advance.

Laundry & Valet · Laundry Service Standards

Event details (BEO) are confirmed accurately before the event day.

Meetings & Events · Planning & Setup

AV and technology are tested and functioning; support is readily available.

Meetings & Events · Planning & Setup

Leaders coach staff in real time without exposing internal issues to guests.

Leadership & Manager on Duty · Leadership Presence

Environmental preference programs (linen reuse, etc.) are honored accurately.

Wellness & Sustainability · Sustainable Operations

Staff can articulate the property's wellness and sustainability commitments.

Wellness & Sustainability · Sustainable Operations

Communication across teams preserves personalization (preferences travel with the guest).

Service Culture & Appearance · Behavioral Standards (All Staff)

Staff never overpromise rates, views, room types, amenities, or arrival times that cannot be guaranteed.

Ethics & Professional Integrity · Honesty & Accurate Representation

Website, collateral, and verbal descriptions accurately represent current facilities and services.

Ethics & Professional Integrity · Honesty & Accurate Representation

Fees, resort charges, parking, and inclusions are disclosed accurately when relevant to the guest inquiry.

Ethics & Professional Integrity · Honesty & Accurate Representation

Billing is accurate; staff do not knowingly post incorrect charges or conceal errors.

Ethics & Professional Integrity · Honesty & Accurate Representation

Safety, security, and wellbeing concerns are elevated immediately — never ignored to protect scores or schedules.

Ethics & Professional Integrity · Fairness, Respect & Safety

Alcohol service and age-restricted offerings follow responsible service and legal requirements.

Ethics & Professional Integrity · Fairness, Respect & Safety

Conflicts of interest (personal errands, vendor kickbacks, guest solicitation) are not conducted on property time or using guest trust.

Ethics & Professional Integrity · Fairness, Respect & Safety

Service failures are logged honestly for recovery and learning — not hidden from leadership or the guest.

Ethics & Professional Integrity · Operational Integrity & Accountability

Lost-and-found items are secured and returned through proper process; staff do not claim or discard guest property.

Ethics & Professional Integrity · Operational Integrity & Accountability

When knowledge is incomplete, staff own the next step: “I'll find out immediately” — never guess critical facts.

Verbiage & Professional Communication · Preferred Phrases & Avoid List

Written guest communications are grammatically correct, error-free, and brand-aligned.

Verbiage & Professional Communication · Written & Digital Communication

Booking confirmations accurately reflect rate, dates, inclusions, and key policies.

Verbiage & Professional Communication · Written & Digital Communication

Staff uses the guest's name naturally when known.

Reservation & Pre-Arrival · Phone & Inquiry Service

Agent offers personalized recommendations suited to the guest's purpose of stay.

Reservation & Pre-Arrival · Phone & Inquiry Service

Pre-arrival communication is personalized (preferences, ETA, occasion).

Reservation & Pre-Arrival · Pre-Arrival Outreach

Upsells or packages are suggested only when they clearly enhance the guest's stated purpose.

Reservation & Pre-Arrival · Pre-Arrival Outreach

Staff proactively inquires about transportation needs.

Departure Service · Checkout & Folio

Post-stay follow-up opportunity is noted for meaningful personalization.

Departure Service · Luggage & Exit

Staff consistently warm, sincere, and welcoming — not scripted.

Guest Services & Concierge · Guest Service Standards

Staff successfully and appropriately refer to the guest by name, property-wide.

Guest Services & Concierge · Guest Service Standards

Problem resolution includes ownership, timely fix, and closure follow-up.

Guest Services & Concierge · Guest Service Standards

Staff never say 'no' without offering a thoughtful alternative.

Guest Services & Concierge · Guest Service Standards

Staff confirms satisfaction and closes the request loop.

Guest Service Request · Request Fulfillment

Host uses name or recognizes repeat guest where possible.

Hotel Dining · Host & Greeting

Staff exhibits a genuine sense of interest and concern for the guest.

Hotel Dining · Host & Greeting

Staff anticipates needs (napkins, condiments, water) before being asked.

Hotel Dining · Table Service & Knowledge

Staff exhibits genuine interest and concern for the guest.

Bar & Lounge Service · Bar Service Standards

Staff proactively offers assistance with loungers, shade, or amenities.

Pool & Recreation · Pool Experience

Retail and product recommendations feel consultative, never pushy.

Spa Experience · Spa Facilities

Guest is kept informed if parts or longer repairs are required; temporary comfort is provided.

Engineering & Maintenance · Response & Closure

Changes on the day are handled graciously without guest friction.

Meetings & Events · Event Service

Managers are visible in public areas and engage warmly when appropriate.

Leadership & Manager on Duty · Leadership Presence

Escalated issues are owned by leadership with swift, generous resolution.

Leadership & Manager on Duty · Leadership Presence

Staff consistently and respectfully personalize interactions, addressing the guest per preference if known.

Service Culture & Appearance · Behavioral Standards (All Staff)

Service is anticipatory (proactive) rather than reactive.

Service Culture & Appearance · Behavioral Standards (All Staff)

The overall experience feels naturally personalized — guest does not feel like one of many.

Service Culture & Appearance · Behavioral Standards (All Staff)

When a commitment cannot be honored, staff disclose promptly, take ownership, and offer an appropriate resolution.

Ethics & Professional Integrity · Honesty & Accurate Representation

All guests receive courteous, professional service without discrimination based on appearance, origin, language, or perceived status.

Ethics & Professional Integrity · Fairness, Respect & Safety

Leadership models ethical recovery — generous, fair, and free of defensiveness when standards are missed.

Ethics & Professional Integrity · Operational Integrity & Accountability

Guests are addressed by preferred name/title when known, without forced or exaggerated familiarity.

Verbiage & Professional Communication · Spoken Language & Tone

Tone is sincere and welcoming — never robotic, dismissive, or rushed.

Verbiage & Professional Communication · Spoken Language & Tone

Apologies are sincere and specific, without excuses or defensiveness.

Verbiage & Professional Communication · Preferred Phrases & Avoid List

Multilingual or accented guests receive the same patience, clarity, and respect as all other guests.

Verbiage & Professional Communication · Professional Boundaries in Communication

Greeting is warm, professional, and includes property identification.

Reservation & Pre-Arrival · Phone & Inquiry Service

Staff closes interactions with polite, appropriate remarks.

Reservation & Pre-Arrival · Phone & Inquiry Service

Staff initiates contact with genuine eye contact and a warm greeting.

Arrival Service · Curbside & Valet

Departure concludes with a warm, personalized farewell.

Departure Service · Checkout & Folio

Staff maintain eye contact and natural smiles.

Guest Services & Concierge · Guest Service Standards

Service is discreet; guest privacy is respected at all times.

Housekeeping Daily Service · Bedroom & Living

Guest belongings are never moved unnecessarily; personal items are respected.

Housekeeping Daily Service · Bedroom & Living

Do-not-disturb preferences are strictly honored.

Housekeeping Evening Service · Evening / Turndown Execution

If delay is unavoidable, guest is informed proactively with a realistic ETA.

Guest Service Request · Request Fulfillment

Staff politely acknowledges the guest when appropriate and reasonably possible.

Public Areas · Lobby & Circulation

Staff is highly articulate and avoids slang and excessive phrase-fragments.

Public Areas · Lobby & Circulation

Restaurant greeting is immediate and gracious.

Hotel Dining · Host & Greeting

Staff is highly articulate and avoids slang and excessive phrase-fragments.

Bar & Lounge Service · Bar Service Standards

Service is discreet and professional inside the room.

In-Room Dining · Delivery & Presentation

Breakfast greeting and seating are immediate and gracious.

Breakfast Service · Breakfast Service Flow

Arrival greeting is calm, warm, and unhurried.

Spa Experience · Treatment Journey

Staff never discuss internal hotel business within guest earshot.

Service Culture & Appearance · Behavioral Standards (All Staff)

Guest personal information (itineraries, room numbers, VIP status, medical/dietary details) is never disclosed to unauthorized parties.

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Staff never discuss one guest's stay, account, or preferences within earshot of other guests.

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Room numbers are handled discreetly (not announced loudly in public areas).

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Guest belongings are respected; staff do not open, use, or unnecessarily relocate personal items.

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Photography or social media featuring guests is never taken without appropriate consent.

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Staff do not solicit or pressure guests for gratuities, reviews, or personal favors.

Ethics & Professional Integrity · Fairness, Respect & Safety

Staff never blame other departments or individuals within guest earshot.

Ethics & Professional Integrity · Operational Integrity & Accountability

Staff speech is highly articulate; slang, excessive fragments, and filler language are avoided.

Verbiage & Professional Communication · Spoken Language & Tone

Greetings are warm, professional, and include property identification when answering phones.

Verbiage & Professional Communication · Spoken Language & Tone

Positive, guest-first phrasing is used (e.g., what you can do, not only what you cannot).

Verbiage & Professional Communication · Spoken Language & Tone

Staff prefer phrases such as “Certainly,” “My pleasure,” and “I'll take care of that” over casual minimizers.

Verbiage & Professional Communication · Preferred Phrases & Avoid List

Avoid “No problem,” “No worries,” “You guys,” “Yeah,” and similar casualisms in guest interactions.

Verbiage & Professional Communication · Preferred Phrases & Avoid List

Staff never discuss internal hotel business, staffing shortages, or peer criticism within guest earshot.

Verbiage & Professional Communication · Professional Boundaries in Communication

Sensitive topics (billing disputes, medical needs, complaints) are handled privately and calmly.

Verbiage & Professional Communication · Professional Boundaries in Communication

Closing remarks at departure are personalized, warm, and free of pressure for reviews or social posts.

Verbiage & Professional Communication · Professional Boundaries in Communication

Valet/door staff are present, attentive, and gracious.

Arrival Service · Curbside & Valet

Staff appearance is immaculate; uniforms are clean, well-fitted, and on-brand.

Arrival Service · Registration & Escort

Staff wear clean, well-fitted uniforms and demonstrate personal care.

Housekeeping Daily Service · Bedroom & Living

Technicians are professional, clean, and respectful of guest privacy and belongings.

Engineering & Maintenance · Response & Closure

Event staff are present, polished, and proactive throughout the program.

Meetings & Events · Event Service

All staff encountered wear clean, well-fitted uniforms consistent with property style.

Service Culture & Appearance · Behavioral Standards (All Staff)

Staff appearance demonstrates a strong sense of personal care and hygiene.

Service Culture & Appearance · Behavioral Standards (All Staff)

Body language is open, attentive, and professional in all guest areas.

Service Culture & Appearance · Behavioral Standards (All Staff)

Staff can readily describe guest room physical elements (view, bed, amenities).

Reservation & Pre-Arrival · Phone & Inquiry Service

Special requests are acknowledged and noted for pre-arrival activation.

Reservation & Pre-Arrival · Phone & Inquiry Service

Transportation arrangements are confirmed when requested.

Reservation & Pre-Arrival · Pre-Arrival Outreach

Staff clearly explain facilities, hours, and key services.

Arrival Service · Registration & Escort

Queue management is elegant when busy — never chaotic or dismissive.

Arrival Service · Registration & Escort

Guest is invited to review their folio, digitally or printed, prior to processing.

Departure Service · Checkout & Folio

Vehicle handoff (valet/taxi/transfer) is coordinated without guest friction.

Departure Service · Luggage & Exit

Service pace is tailored to guest preference (not rushed or slow).

Guest Services & Concierge · Guest Service Standards

Booking engine is convenient and allows filtering of room results.

Digital Services · Website & Booking

Mobile experience supports key guest tasks without friction.

Digital Services · Website & Booking

Temperature is comfortable upon entry; controls are intuitive.

Guest Room · Room Arrival Impression

Lighting is intuitive with multiple levels or scene options.

Guest Room · Room Arrival Impression

Pillows and mattress support offer luxury-level comfort choices.

Guest Room · Sleep & Comfort

Hot water and pressure are stable and immediate.

Guest Room · Bathroom Product

Appropriate number and types of hangers are available.

Guest Room · Technology & Storage

Safe, iron/board, and practical storage function properly.

Guest Room · Technology & Storage

Housekeeping refreshes the room without requiring a guest request when occupied service applies.

Housekeeping Daily Service · Bedroom & Living

Evening service is timely, convenient, and discreet so the guest does not feel disturbed.

Housekeeping Evening Service · Evening / Turndown Execution

Lighting and ambiance are set for evening comfort.

Housekeeping Evening Service · Evening / Turndown Execution

Lighting is warm and balanced; no flickering fixtures.

Public Areas · Lobby & Circulation

Music is curated and at an appropriate volume.

Public Areas · Lobby & Circulation

Telephone conversations in public areas are calm and clear.

Public Areas · Lobby & Circulation

Service pace is adjusted to guest preference (business vs leisure).

Hotel Dining · Table Service & Knowledge

Table setup is complete (utensils, condiments, linens) without missing pieces.

In-Room Dining · Delivery & Presentation

Fitness center is available during advertised hours without unexpected closures.

Fitness Center · Fitness Facility Standards

Towels, water, and hygiene supplies are available and well-presented.

Fitness Center · Fitness Facility Standards

Audio/visual systems and climate support a comfortable workout environment.

Fitness Center · Fitness Facility Standards

Safety equipment and signage are present and well-maintained without cluttering luxury aesthetic.

Pool & Recreation · Pool Experience

Climate control, hot water, and elevators perform consistently property-wide.

Engineering & Maintenance · Preventive Condition

Laundry/valet pickup is available as advertised with clear turnaround times.

Laundry & Valet · Laundry Service Standards

MOD contact path is clear for overnight guests and serious concerns.

Leadership & Manager on Duty · Leadership Presence

Water and energy conservation practices do not diminish guest comfort.

Wellness & Sustainability · Sustainable Operations

Arrival area (driveway/parking) is safe, orderly, and welcoming.

Arrival Service · Curbside & Valet

Entrance doors and glass are spotless and well-maintained.

Arrival Service · Curbside & Valet

Room is perfectly clean: no dust, fingerprints, hair, or marks.

Guest Room · Room Arrival Impression

The bed is clean and in excellent condition.

Guest Room · Sleep & Comfort

Bathroom is spotless: no water spots, mold, residue, or odor.

Guest Room · Bathroom Product

Fixtures are high-end and in perfect working order.

Guest Room · Bathroom Product

The bathroom floor is thoroughly cleaned.

Housekeeping Daily Service · Bathroom Cleaning

All bathroom fixtures are thoroughly cleaned (no water spots).

Housekeeping Daily Service · Bathroom Cleaning

Bathroom appointments (mirrors, shelves, etc.) are spotless.

Housekeeping Daily Service · Bathroom Cleaning

Toilet area is free of stains and odor; supplies are stocked.

Housekeeping Daily Service · Bathroom Cleaning

All fresh bathroom linens are clean and in excellent condition.

Housekeeping Daily Service · Bathroom Cleaning

All horizontal surfaces are free of dust and fingerprints.

Housekeeping Daily Service · Bedroom & Living

Floors, carpets, and under furniture are thoroughly cleaned.

Housekeeping Daily Service · Bedroom & Living

Bathroom is refreshed; fresh linens provided as needed.

Housekeeping Evening Service · Evening / Turndown Execution

Lobby is spotless and continuously refreshed.

Public Areas · Lobby & Circulation

If hotel transportation is used, vehicles are clean and in excellent condition.

Public Areas · Lobby & Circulation

Exterior is immaculate: no litter, stains, or visible wear; landscaping manicured.

Public Areas · Lobby & Circulation

Public restrooms meet five-star cleanliness standards.

Public Areas · Lobby & Circulation

Elevators and corridors are spotless, well-lit, and free of odor.

Public Areas · Lobby & Circulation

Bar/lounge environment is immaculate and inviting.

Bar & Lounge Service · Bar Service Standards

Glassware is spotless and appropriate to the beverage.

Bar & Lounge Service · Bar Service Standards

Tables are reset quickly and remain pristine throughout service.

Breakfast Service · Breakfast Service Flow

Equipment is modern, clean, and in working order.

Fitness Center · Fitness Facility Standards

Space is immaculate with no odor, dust, or clutter.

Fitness Center · Fitness Facility Standards

Pool water is crystal clear and properly maintained.

Pool & Recreation · Pool Experience

Deck, loungers, and furniture are clean, aligned, and in excellent condition.

Pool & Recreation · Pool Experience

Treatment room is pristine, quiet, and correctly prepared before guest entry.

Spa Experience · Treatment Journey

Locker rooms / public spa areas meet pristine cleanliness standards.

Spa Experience · Spa Facilities

No visible deferred maintenance in guest-facing spaces (paint, hardware, lighting, HVAC noise).

Engineering & Maintenance · Preventive Condition

Meeting/event space is set correctly, clean, and climate-comfortable before guest arrival.

Meetings & Events · Planning & Setup

Paper usage is minimized; digital confirmations are clean and complete.

Reservation & Pre-Arrival · Pre-Arrival Outreach

Upon arrival, the room has an extremely fresh, comfortable atmosphere.

Guest Room · Room Arrival Impression

Room promotes good sleep, including effective blackout functionality.

Guest Room · Sleep & Comfort

Before taking the order, staff inquires about dietary restrictions, preferences, or allergies — or proactively acknowledges those already known.

Hotel Dining · Table Service & Knowledge

If dietary restrictions require dish modification, staff acknowledges them when serving.

Hotel Dining · Table Service & Knowledge

Foods and beverages are fresh and use high-quality ingredients.

Hotel Dining · Food Quality & Presentation

Single-use plastics are minimized or eliminated where feasible.

Hotel Dining · Food Quality & Presentation

Dietary needs are captured and confirmed.

In-Room Dining · Order Taking

Staff inquires about preferences or dietary needs.

Breakfast Service · Breakfast Service Flow

Post-treatment hydration and quiet recovery space are offered.

Spa Experience · Spa Facilities

Night-time noise from equipment or repair is prevented or mitigated.

Engineering & Maintenance · Preventive Condition

Property demonstrates meaningful sustainability practices visible to the guest.

Wellness & Sustainability · Sustainable Operations

Reduction of single-use plastics and paper is evident across touchpoints.

Wellness & Sustainability · Sustainable Operations

Wellness offerings (fitness, spa, dining nutrition) support guest well-being.

Wellness & Sustainability · Sustainable Operations

The guest is offered an escort to their room.

Arrival Service · Registration & Escort

Welcome amenities or celebrations noted pre-arrival are present or confirmed.

Arrival Service · Registration & Escort

Property offers high-quality curated experiences, itineraries, or activities.

Guest Services & Concierge · Guest Service Standards

Special occasions are handled with exceptional, discreet touches.

Guest Services & Concierge · Guest Service Standards

Digital channels present a cohesive sense of place for Mr C Coconut Grove.

Digital Services · Website & Booking

Design is refined with high-quality finishes and distinctive character.

Guest Room · Room Arrival Impression

Amenities are arranged with impeccable attention to detail.

Guest Room · Room Arrival Impression

Bed linens are high quality and made of natural materials.

Guest Room · Sleep & Comfort

Towels are plush, abundant, and in excellent condition.

Guest Room · Bathroom Product

Amenities are luxurious, well-presented, and complete.

Guest Room · Bathroom Product

In-room technology (TV, climate, phone) is modern and intuitive.

Guest Room · Technology & Storage

Bed is remade in a stylish, luxurious manner.

Housekeeping Daily Service · Bedroom & Living

Evening service is provided automatically (or clearly offered per brand policy).

Housekeeping Evening Service · Evening / Turndown Execution

Thoughtful extras are present (water, treats, notes, or equivalent brand amenity).

Housekeeping Evening Service · Evening / Turndown Execution

Requested items delivered to the room are elegantly presented.

Guest Service Request · Request Fulfillment

Décor is elegant, cohesive, and aligned with sense of place.

Public Areas · Lobby & Circulation

Scent is pleasant and subtle.

Public Areas · Lobby & Circulation

Architectural and interior design quality is notable in interest or execution.

Public Areas · Lobby & Circulation

Dining room design supports a strong sense of place and luxury.

Hotel Dining · Food Quality & Presentation

Beverage program and presentation achieve luxury-level excellence.

Bar & Lounge Service · Bar Service Standards

Breakfast environment supports calm, refined morning ambiance.

Breakfast Service · Breakfast Product Quality

Towels are abundant, plush, and elegantly presented.

Pool & Recreation · Pool Experience

Pool environment reflects Coconut Grove leisure luxury.

Pool & Recreation · Pool Experience

Robes, slippers, and linens are luxurious and immaculate.

Spa Experience · Spa Facilities

Hangers, covers, and packaging meet luxury presentation standards.

Laundry & Valet · Laundry Service Standards

VIP and returning guests receive discreet leadership recognition when warranted.

Leadership & Manager on Duty · Leadership Presence

Special occasions and VIP arrangements are executed discreetly unless the guest requests celebration visibility.

Ethics & Professional Integrity · Privacy, Discretion & Confidentiality

Volume and energy match the venue (calm in spa/corridors; warm and polished in lobby/dining).

Verbiage & Professional Communication · Spoken Language & Tone

Guest-facing signage and digital displays are accurate, current, and elegantly presented.

Verbiage & Professional Communication · Written & Digital Communication

Minibar / refreshment offerings are stocked, labeled, and pristine when provided.

Guest Room · Technology & Storage

Cuisine quality — execution, flavor, and presentation — is at luxury level.

Hotel Dining · Food Quality & Presentation

Beverages are served at appropriate temperatures.

Bar & Lounge Service · Bar Service Standards

Food arrives at correct temperature with elegant presentation.

In-Room Dining · Delivery & Presentation

Overnight / early-morning offerings maintain the same quality standard.

In-Room Dining · Delivery & Presentation

Breakfast cuisine quality meets luxury standards (freshness, temperature, presentation).

Breakfast Service · Breakfast Product Quality

Pastries, fruit, and proteins show attention to quality and seasonality.

Breakfast Service · Breakfast Product Quality

Catering quality and timing match luxury dining standards.

Meetings & Events · Event Service