Ask the expert

We asked five-star hotel general manager David Connell exactly what it takes to make a hotel truly special – and the secret of getting a hotel upgrade

Tell us about your hotel?

South Lodge is a glorious five-star hotel located in Lower Beeding, near Horsham, West Sussex. Significantly yet sympathetically extended since becoming a hotel, it now houses two award-winning restaurants, Camellia and Tom Kemble at The Pass, and the newly opened luxury spa.

You’ve just launched a new spa: what, in your view, makes a good hotel spa?

The hotel spa market continues to grow and is becoming ever more competitive, so it is important to provide something new, but also to understand your market. It is important to get the balance right between providing healthy choices but to understand that the majority of people use it for relaxation and an escape from the daily grind. Our new spa is in a separate building and extends to 44,000 square feet, taking inspiration from the surrounding landscape with a sweeping grass and wild-flower roof designed to replicate the South Downs, with 14 treatment rooms, mud room, Grizzly’s Barbers, Ridgeview Beauty Room, Sauna, Salt Steam, Herbal Steam, Spin Studio, Holistic Studio and Botanica, a new restaurant concept using local produce but prepared with a Mediterranean touch.

What is your best advice for getting a hotel upgrade?

The best advice for getting a hotel upgrade is to book direct with the hotel. You are unlikely to get an upgrade if you have paid the lowest possible rate via a third-party booking site, as hotels have to pay very high commissions to these sites.

You never go on holiday without taking..?

I never go on holiday without my beautiful partner, Tracey!

What’s your favourite holiday destination and why?

Mauritius. The people are extremely warm and welcoming by nature, which, for me, epitomises hospitality. The country is stunningly beautiful with gorgeous beaches, warm seas, coral reefs and great food.

What makes a hotel a luxury experience, in your view?

For me, the definition of luxury is not a thing but how you are made to feel. Luxury is subjective, as to some a Mini could be considered a luxury car, but to another it will be a Rolls-Royce. If you stay somewhere and are instantly made to feel welcome and relaxed, this is luxury. It is the people that make the difference: getting to know our guests, understanding their personal tastes, likes and dislikes – and remembering this – is extremely important and makes someone feel like they are cared about as a human being and not just a customer. This is luxury.