10/10 Exceptional
It’s a real testament to innovative thinking when a hospitality company can provide 70%-80% of a boutique hotel experience at a fraction of the price. The formula seems to be to nail the high-touch points (efficient customer contact, good bed/pillows/towels and fixtures, cleanliness, and basic but helpful amenities), while exercising cost control with functional minimalism in facilities construction, instead of cheaping out in typical, annoying ways (garbage bath products, terrible beds, scratchy towels, etc). They’ve obviously taken learnings from hostels, co-working and other space-as-a-service companies, and from high-end minimalism (e.g., The Standard) and also from the “Ritz Carlton-school” service formula. I haven’t been delighted by a combination of price and experience in a while, and was thinking that was unattainable. You guys showed me that those two things aren’t mutually exclusive. Maintenance is going to be absolutely essential as these facilities age, and hopefully that’s built into the operational model and won’t get neglected in the future. Great work. Just one small thing: No towel hook. Oh well.