News Hub

The Independent Hotel Show collaborated with our partner, AA Media in an interview with The Dorchester, winner of the AA Hotel of the Year – London 2024. An icon on London’s Park Lane since 1931, The Dorchester epitomises timeless luxury and world-class hospitality. Renowned for its elegance, service, and history, it welcomes royalty, celebrities, and travellers alike. 

Can you tell us a little about the history of The Dorchester? 

The Dorchester opened its doors in 1931 and has been part of London’s heartbeat ever since. Over the decades, it’s welcomed royalty, artists, changemakers, and dreamers - all drawn to its unique combination of glamour, comfort and character. What makes it enduring isn’t just the marble or chandeliers, but the feeling you get the moment you walk through the doors: like you’ve arrived somewhere truly special. 

What does a great customer experience look like at The Dorchester, and what makes it unique? 

It starts with a feeling - that spark of anticipation as you arrive, and the sense of belonging that follows. At The Dorchester, every guest is treated like family, but with all the wonder and theatre of a world-class experience. From the warm welcome at the door to the smallest, most thoughtful detail in your room, we aim to create moments that linger - not just in memory, but in the heart. 

What do you think defines an independent hotel? 

It’s all about soul. An independent hotel isn’t defined by a logo or a formula; it’s defined by the spirit that runs through it. That spark of individuality, the freedom to create, and the ability to deeply connect with a guest on a human level. At The Dorchester, even as part of Dorchester Collection, we hold onto that sense of independence. Our style is timeless, but our approach is always evolving - always personal, and always alive with possibility. 

How are you approaching the issue of sustainability? 

We are working closely with an expert in the field that is helping us across all areas of ESG. We have mapped out short wins and long-term wins and of course an action plan to lead us there. Like everything, the important thing is to take the first step and little by little you gain traction, and we can all make an impact and do our bit for sustainability. It has become a big focus for us. 

How do you approach creating your menus and sourcing food and drink suppliers? 

Is all about defining a clear concept and being true to this. We are lucky to have many offerings in our hotel, so our Guests have a multitude of choices. Ingredients, where possible, are always sourced locally and we make sure every single one of our suppliers abides to our code of conduct around ESG. 

Are there any innovative products or services you have implemented in your establishment that you would recommend to other hoteliers? 

At Dorchester Collection level we have worked to create our own CRM that brings together under one umbrella all the different systems we use across the entire hotel, so that the guest always stays at the centre of what we do, and when he or she moves across other hotels of the collection we are perfectly capable of knowing their likes and dislikes to tailor make their experience. This is proving super successful and has created a strong loyalty. As a city hotel we had last year 60% return guests, which I feel is a testament to being able to connect with them and deliver amazing service; this tool has definitely helped us in this journey. 

The 2025 AA Hospitality Awards are taking place on Monday 22 September.  To find out more, visit the AA Hospitality Awards site. 

Register for Independent Hotel Show London here, taking place on the 6-7 October the event will bring together hospitality professionals from across the UK and Ireland for two days of networking, learning and innovation.