GOOD service is what matters most to Chloe Lim, managing director of Flairview Travel, when she travels.
If hotel employees make her feel uncomfortable, she has no qualms pointing it out.
"I'm a very straightforward person. If I find that the serivce is not good, I will just tell them. If I can't find someone to tell it to, I'll do it via the feedback form. Hotels are always looking out for feedback anyway," she says.
She should know. Australian company Flairview Travel operates three online accommodation websites (www.HotelClub.com, www.RatesTo-Go.com and www.asia-hotels.com). She joined the company six years ago.
A self-confessed 'difficult customer', she used Flairview and found it efficient. She sent the company a thank-you letter and the boss then called her to see if she would be interested in working for Flairview to help expand it to other parts of the world.
The Singaporean, who is married to an Italian, currently lives in Sydney, Australia. She has travelled to 35 cities for her job.
Which is the best hotel you've ever stayed in?
During my honeymoon, I stayed in Positano in Best Western Pasitea, Italy, and I got the loveliest room. It was on top of a hill and we were literally in the clouds. We had the entire bay of Naples in front of us.
When people hear Best Western, they often think of some 21/2-star hotel. This particular one is really small and quaint.
In Asia, I love all the Banyan Tree hotels. I think the chain has done really well. The one in Bangkok is fantastic. The staff made me feel like royalty.
What's your main grouse about hotels?
My main grouse is that for business, I do need 24/7 Internet, preferably free, and when I go for business and that's not provided, I get very disappointed.
There are also a lot of hotels with no personality. When you go from one country to another, you basically want to feel the personality of the local area but there're so many hotels that are cookie cutter-like. Personality could come from anything, from decorations to the service of the staff.
What's the best hotel restaurant you've ever eaten at?
I don't normally like to eat at hotel restaurants because I like to indulge in local food and sights.
Having said that, hotels are improving their F&B standards around the world. Altitude at Sydney Shangri-la is great. The view is breathtaking. If you have a chance, go to the private room. It has a straight plunge down and you can actually see the view of the city all around you. All glass. Not great for people who suffer from vertigo, though.
Fresh seafood, great views, the Opera House, what more could you ask for?
Ever had any strange encounters?
Recently, I was staying in the Lanson Place Hotel in Hong Kong, which is a boutique hotel.
Boutique hotels are great as they always think of interesting things to put in the hotel room. I got a room where the bathroom was made entirely of glass - the walls, the doors. Every time someone went to the toilet, everyone had to leave the room for 10 minutes. The toilet was all glass. Great architecture but not so great if you're sharing the room.
Have you had any scary encounters in hotels?
Recently in a hotel in Britain, the TV came on at 4 in the morning. I switched it off but it came on again. I switched it off again and it came on again. I was too tired to switch it off again so I told myself, "In two hours' time, it'll be morning."
Be honest now, do you ever cart home hotel freebies?
Once, when I was in a hotel in the Hayman Islands in Australia, there were these great big bottles of L'Occitane products. I'd used only about 10 per cent of it, so I popped them into my bag.
