5 minute read
EXPERIENCE: CREATURES GREAT AND SMALL
Creatures great and small
WITH PET-FRIENDLY STAYS ON THE RISE, RUTH HOGAN SPOKE TO THREE LUXURY HOTELS TO FIND OUT HOW THEY ARE TAPPING INTO THIS GROWING SEGMENT.
When The Langham, London first opened its doors to British aristocracy in 1865, it was a given that guests’ beloved pets would also be welcomed to stay. But it’s only in recent years that luxury hotels more broadly have begun accepting pets – and not just miniature poodles.
Fast forward to today, The Langham remains true to its origins, welcoming pets of all shapes and sizes for overnight stays and even pet birthday parties.
“Being pet friendly has very much been part of the brand since the get go,” The Langham, Sydney Director of Marketing and Communications, Gemma Frayne, told HM
“We definitely were the trailblazers on the luxury side.”
In 2020, The Langham Sydney launched a dedicated Pampered Pets offering which includes a collar, pink tennis balls, dog treats and a suitably sized bed, and recently the hotel introduced a Doggy Afternoon Tea, curated by award-winning pastry chef Anna Polyviou.
The Langham has experienced significant growth in pet bookings since launching Pampered Pets, rising almost 37% from 157 bookings in 2021 to 215 in 2022. And from January to June 2023, the hotel has had 87 bookings.
Importantly, guests travelling with pets aren’t asked to compromise on room type during their stay.
“There’s no room that is out of bounds for pets,” Frayne said. “But they usually tend to want a balcony or somewhere which has a little outdoor area.”
Travelling with pets is an ongoing trend in a post-pandemic world, with many people having added a four-legged companion to their family during this time. But it’s not just dogs that are checking in to the luxury hotel.
“Although we focus on dogs, the Pampered Pets staycation is for any pet. Cats are probably the second most popular, but we’ve also had rabbits, birds and a couple of snakes,” Frayne said.
Luxury lifestyle brand Kimpton also adopts an inclusive pet policy, going a step further promising guests “if your pet can fit in the elevator, they are welcome to stay”.
Kimpton can count cheetahs, alpacas, and iguanas among its weird and wonderful guests.
At Kimpton Margot Sydney, pets –predominantly dogs – are a common sight in the check-in area and at social hour on the mezzanine level, General Manager and proud dog owner, Bruce Ryde, explained.
“People travel with their pets because they don’t want to leave them at home – there’s an emotional bond particularly with dogs and cats,” Ryde told HM
Team members are on first-name terms with the hotel’s regular pet guests and are up to speed on their preferences – whether they use grooming services or if they like to order off the in-room dining menu.
Their needs are catered to like any other paying customer – even though there is no extra charge for their stay.
“We’re not just pet friendly, we’re pet free – we allow the animals to stay free of charge,” Ryde said.
“We provide a very holistic approach to pets; we have snacks on arrival, a pet menu, dog bowls and beds, and pet ‘do not disturb’ signs for the rooms.
“Our central proposition is around ‘ridiculously personal experiences’, so that translates to pets as well.”
Both The Langham and Kimpton reported that animals are generally very well behaved and that it’s rare for there to be any problems.
“It just doesn’t happen,” Ryde said. “People that travel with their pets have got well trained pets because they don’t want to be embarrassed.”
Many hotels have tighter restrictions around pet size and weight to combat any potential risks. At Four Seasons Hotel Sydney, pet guests must be under 11.5kg.
“Pets have to be trained and must be on leash in public areas; they cannot be left unattended in the room,” Four Seasons Sydney Director of Rooms, Myron Ting, explained.
“In order not to startle other guests, we have designated rooms for guests travelling with pets.”
Pet stays currently account for under 1% of the hotel’s arrivals, but that averages out to be around 10 pets per week, according to Ting.
“Since launching our Pet Paw-fection package, there has been an increase in guests enquiring about travelling with pets,” she said.
“Post Covid, we have had in influx of local staycation guests over the weekends and travelling with their pets is an added bonus.”
The hotel provides pet bedding, bowls and toilet pads as well as toys, treats and bath amenities and can assist guests in arranging pet walking or sitting services. Expanding this offering is high on the agenda to tap into the growing demand for pet-friendly stays, Ting said.
“The next step us to curate an In Room Dining menu tailored to our VIPs - Very Important Pets, that is.”
