Expansions & Renovations

Viceroy Completes Renovation of Chamberlain West Hollywood

LOS ANGELES, CA - September, 4, 2010 - Chamberlain West Hollywood, a contemporary boutique oasis in the heart of Los Angeles, has announced the completion of its new room renovation and redesign, the first since its opening in 2005.

The 114-room property, part of the Viceroy Hotel Group’s premier Urban Retreats portfolio, has become a favorite of international travelers with its metropolitan design sensibility, boutique-style amenities and service. Its unparalleled location, on a quaint tree-lined street, offers tranquility and comfort just steps away from some of West Hollywood’s most exciting attractions.

The hotel’s redesign, as featured in the Los Angeles Times, HotelChatter.com, ELLEDecor.com, and more, boasts an extensive remodel of all guestrooms, suites, bathrooms, fitness center, and the roof-top outdoor pool deck, which offers stunning panoramic views of the Hollywood Hills, city skyline, and West Hollywood.

The new aesthetic is a modern-day interpretation of 1970s and 1980s-era contemporary glamour, inspired by urban capitals like Milan and New York – unique and eclectic, yet comfortable and soothing. The decor incorporates a palette of cool hues including periwinkle and cream, with rich accents of gold, dark chocolate and bronze. Cream and espresso gridlined carpeting anchors rich stone veneer, brassy metal and chrome detailing, and layers of graphic patterns inspired by the pivotal decades, such as grids, checkerboards and chevrons.

Guest rooms feature a loft-like, open-concept layout, some with vaulted ceilings, and use an Asian-inspired screen to separate the living quarters from the bedrooms. All-new bathrooms boast a blend of Negro Marquina, St. Laurent and Carerra marble throughout, as well as curbless showers, frameless glass shower doors, and custom-designed chrome frame vanities with marble tops. Other amenities include Sferra bed linens, LG 42” LCD televisions, Neil George bathroom amenities, high-speed Internet service, and more.

The property’s private rooftop pool deck also enjoys a new aesthetic with a fresh pewter, black and white theme across the seating areas, lounge chairs, and private poolside cabanas.

Finally, the hotel’s redesign sets the stage for a new restaurant concept in Bistro, the property’s dining destination for breakfast, lunch and dinner. Chef Jonathan Peters, who has worked alongside top chef Alain Giraud at Anisette and at downtown Los Angeles hotspot Church & State, has reinvigorated Bistro’s California menu with a decidedly European-flavored infusion, inspired by his schooling at Le Cordon Bleu in London. Peters’ signature dishes include Pacific Sea Bass, served with candystripe beets, snap peas and lobster butter and ale-braised short ribs, a modern take on a traditional Flemish dish, served with glazed apples and caramelized onions. Another favorite is Peters' Spanish-styled seared tuna -- a simple but colorful dish packed with flavor and accompanied by potatoes and tomatoes sauteed in olive oil, herbs, and paprika.

Chamberlain offers guests a choice of four room types, including a Deluxe Suite (starting at $240), Executive Suite (starting at $270), Premiere One-Bedroom Suite (starting at $340), and the exclusive two-bedroom Chamberlain Suite (starting at $710). For more information on Chamberlain, please visit www.chamberlainwesthollywood.com.

About Viceroy Hotel Group
Viceroy Hotel Group delivers luxury lifestyle experiences that marry provocative design and intuitive service in sought-after locations. Managing hotels under third-party agreements, Viceroy Hotel Group operates two luxury brands, Viceroy Hotels & Resorts and The Tides. Current Viceroy properties include hotels and resorts in Santa Monica, Palm Springs, Miami, Anguilla and Snowmass, Colorado as well as forthcoming openings in Beverly Hills (currently L’Ermitage Beverly Hills, the Maldives and on Sowwah Island in Abu Dhabi. The Tides collection includes resorts in South Beach, the Riviera Maya and Zihuatanejo, Mexico as well as a forthcoming development on St. Lucia in the Caribbean, currently Jalousie Plantation. Viceroy Hotel Group’s Urban Retreat Collection includes Avalon Hotel in Beverly Hills; Maison 140 in Beverly Hills; Sheraton Delfina in Santa Monica and Chamberlain in West Hollywood.

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Guest Service: Customer Service is a Key Business Differentiator
In today's hyper-competitive, hyper-connected global marketplace, customer experience has assumed a major role as a key business differentiator. There is a growing understanding that competition based on products or price alone is no longer a viable strategy. Since feature or function advantages can be quickly duplicated and/or enhanced, product innovation is no longer the differentiator it once was. And competition based on price impairs profitability. On the other hand, research indicates that 86 percent of consumers said they would be willing to pay more for a better customer experience. To protect both market share and margins, hotel companies must provide customers with consistent, compelling experiences - before, during, and after their purchases - across all major channels. There are many things organizations can do to deliver a superior customer experience. Management must align everything a company does with the customer service experience in mind. They must assign high value to anticipation of customers' real needs and desires, and they must incentivize and reward personal initiative in the pursuit of customer satisfaction. They must respond quickly to customer requests. They must ensure that customer interactions are highly personalized, and they must deliver the right information to the right place at the right time. And perhaps most importantly, upper management must create a culture where customer service is valued and esteemed, taught and rewarded. Customer experience leaders who can drive this kind of cultural change will radically affect their companies? competitive position and business performance. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.