Beachfront paradise at Las Terrazas.
This past week, we had the pleasure of visiting the spectacular Las Terrazas Resort & Residences in sunny Ambergris Caye, Belize. This sublime stretch of sand extends a few miles off of the island of San Pedro, a top tourist destination. Unlike the bustling San Pedro, Ambergris Caye has an authentic Caribbean feel, where everyone is encouraged to be on “island time.” With three decades in travel PR, we can honestly say that Las Terrazas is one of the finest properties we’ve stayed at and is a perfect case study in how to create return guests for your boutique luxury resort.
A Spot in Paradise Where Everyone Knows Your Name
It’s kind of feels like Cheers but instead of a cold bar in Boston it’s a spectacular resort in Belize. After an exhausting trip with extensive delays due to snow in NYC, we made it to the resort at sundown. After a short boat ride in the lovely Caribbean waters we were dropped off at the hotel’s dock and greeted with a cheerful “welcome home.”
When arriving at the open air guest check-in, we were immediately welcomed by name by the friendly face of Ovel, the Assistant General Manager, with a tray of delicious rum punch cocktails and a cold eucalyptus towel. Afterwards, we were then invited to unwind with a brief, but relaxing, neck massage to get out the tension from our journey. And because they knew of our long journey, they invited us to enjoy room service for dinner if we liked. It was as if they intuited our very state of mind – not easily accomplished but something that sets them apart from the competition.
Throughout our four days in paradise, every member of the staff greeted us by name, affectionately as “Mr. Brendan and Ms. Lorraine.” The warmth was authentic and not put-on. Each morning as I would rise to take my run on the beach, Miguel and Eroy would high five me and ask me if I needed anything that I didn’t have. We loved getting to know each of the faces that make Las Terrazas so special.
After meeting a fellow guest at Las Terrazas who was coming from Atlanta, GA, I learned that this was in fact their fourth time to Las Terrazas. They had traveled throughout the island and stayed at other resorts but this one had the best facilities, location and was where they felt most at home. This speaks volumes about the property.
The gorgeous infinity pool at Las Terrazas Resort & Residences.
Laid-Back Service the Las Terrazas Way
It’s this kind of attention to detail and genuine warmth that distinguishes the good from the great boutique luxury hotels and resorts. They made us feel as if there was no request too trivial to be taken seriously. The service was also refreshing because it was not overly-formal yet was absolutely top-notch. It’s clear this is achieved because the staff loves what they do and where they work but it would seem they have been hand-selected for this very warmth they exude.
Choosing a staff that loves what they do and gets excited for new guests to arrive is critical in establishing that sense of warmth that makes guests feel like they are at home. Also, instructing staff on the importance of greeting guests by name is a simple step that can make all the difference. Our agency believes there is nothing more important than the level of service and warmth of the staff in creating return customers. The rooms, activities and delightful food of Las Terrazas are so special we will save them for another entry.
Until then, I will be dreaming of my “home away from home” and looking forward to my next journey back to Belize.
What resorts do you make a point of returning to again and again?