28 March, 2024

Golden reward for resort

AN innovative business plan to offer complimentary experiences as part of relaxation escape packages has earned The Reef House Boutique Hotel and Spa the title of the best five-star luxury accommodation in Australia.

Guests enjoy the serenity of a spa pool at The Reef House, Williams Esplanade, Palm Cove. Picture: The Reef House
Guests enjoy the serenity of a spa pool at The Reef House, Williams Esplanade, Palm Cove. Picture: The Reef House

The adults-only wellness resort overlooking the beach at Palm Cove won gold at the Australian Tourism Awards in Darwin last week.

The Reef House directors Malcolm Bean and David Horbelt said it was a great honour for the boutique hotel to win a national award as it reflected the strong customer service focus of general manager Wayne Harris and his hand-picked team of 75 staff.

“The Reef House vision to provide the best luxury tropical escape based on exclusiveness, experiences, service and memories is resounding with guests who flood TripAdvisor with positive reviews praising the way The Reef House staff make them feel,” Mr Bean said.

“Our repeat visitation has soared to 25 per cent with guests who want to be pampered while they take time out for rest, relaxation and rejuvenation in a place where they know the staff by name,” he said.

“The secret to our success is a new model for hotel business with a high staff to guest ratio that allows our absolute obsession with customer service to make every guest feel like a VIP while they are on holiday.”

Mr Horbelt said The Reef House also provided great value with more than 21 signature inclusions available to guests including cocktail-making classes, beachfront yoga, a pool butler serving sorbet by the pool, a master reef guide talk, and evening canapés and punch with the general manager.

“Last year we launched the ‘Sleep Easy’ program to give every guest the opportunity to improve the quality of their sleep and we will be expanding further into the wellness space this year,” he said.

“Malcolm and I are very proud of The Reef House’s success after a 13-year journey together redeveloping an historic Australian hospitality gem into a luxury tropical beach getaway that retains its proud history as Palm Cove’s first hotel.”

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