When we were at Tapestry, I introduced a ‘Client Satisfaction Questionnaire’ for all of our guests to complete, helping us understand how well our service levels were performing both in the UK and overseas. It was quite a detailed form, covering every aspect of the holiday — from the booking process and airline to transfers, accommodation and overall service.
A fantastic form… albeit a bit of a pain to fill in!
We asked guests to complete the questionnaire prior to leaving their accommodation, before their transfer to the airport. Amazingly, we achieved around a 60% return rate, giving us a very clear picture of how we — and the properties we featured — were performing.
Interestingly (though perhaps not surprisingly), we rarely received glowing reviews about the airline. Most guests accepted this as a necessary part of the journey. Airlines, in turn, often focused on cost-cutting and onboard sales rather than the overall experience. I recall suggesting to one airline that encouraging passengers to purchase overpriced bottled water before landing — on the basis it might be hot on arrival — wasn’t the best approach. At Tapestry, and later at Discerning Collection, we preferred to ensure guests were properly looked after, including simple touches that made a difference after a long journey.
Another interesting result was how highly our in-destination support was rated. While this reflected strong service, it was also likely influenced by the fact that guests completed their feedback before departing — and perhaps felt less inclined to be overly critical in that moment.
This is one of the reasons we chose to work with Feefo — a straightforward, independent feedback platform that invites guests to share their experience once they have returned home.
At Discerning Collection, we keep things simple, asking just a few key questions: how was your experience with our team, how was your accommodation, and how did your overall holiday meet expectations? It takes only a few moments to complete, with the option to add comments — and importantly, all feedback is genuine and independently verified.
Every comment, whether positive or constructive, is shared openly. We review each one carefully, using it to refine both our service and the properties we offer. When something hasn’t met expectations, we respond, learn, and improve. It’s the only way to ensure that standards remain consistently high.
We believe transparency matters, and that genuine feedback is essential in shaping a better experience for our guests.
A note on how our service has evolved
While this article reflects how we previously operated, our approach has since evolved to focus on a more considered, pre-departure service.
Today, our dedicated concierge team works closely with you ahead of travel to arrange the details that matter — from transfers and experiences to in-villa dining and special requests — ensuring everything is in place before you arrive.
During your stay, you’ll still have access to trusted local support via telephone in the case of emergencies, but without the structure of in-resort hosting. This allows for a more relaxed, independent experience, with the reassurance that assistance is always available if required.
