Four Seasons Hotels & Resorts: What Really Sets The Brand Apart?

Pretty revolutionary that Chase has essentially made Four Seasons now bookable with points via the Edit at 2cpp (most but not all properties included)

Great for those of us who can’t afford cash stays here but still want to enjoy the service

I appreciate and agree with your analysis. The consistent high quality service across properties is remarkable. And as someone who wakes up early, I appreciate the coffee in the lobby. A small thing but a nice touch.

Great write up, Ben. It's amazing to me that, for a company of it's size, can deliver such consistently great service. That's not to say that there can be a huge variance between its properties (I've had a few awful stays over the years), but overall, it is incredibly consistent.
The biggest knock on FS to me is that a huge number of its properties are very generic, with no real sense of place other than some touches here and there. But I think that also speaks to what it does well - you know what you're going to get. It's great for people who do not want to venture outside of their comfort zone.
With that said, of course they have some iconic properties as well.
One other thing they deserve huge praise for is their website. They have by far the best site of any hotel brand period - both the public site and the preferred partner site. It's another level, especially with the info they provide and ease to use.

For the last two years of trips to San Francisco, I've planted myself at Four Seasons on Market Street. Great staff across the board, especially those at the front and concierge desks. Last Christmas I was sitting in the lobby cooling my heels when LeBron James walked by (with a handler/security guard(?), followed a couple of minutes later by the entire LA Lakers team. I didn't know who they were at the time until I told a friend of mine, who knew they were in town for a game that day. So you may have brushes with greatness there, too.

Overall, consistently great experiences with FS, whether at Buenos Aires or Chicago or San Francisco or Singapore.

Sydney...not so much, but aside from the Park Hyatt, Sydney doesn't seem to do luxury hotels very well, and even the PH has suffered a bit since Marc von Arnim left for the Capella a few years ago.

Much of what makes Four Seasons distinctive actually started with Regent Hotels, whose founders included Adrian Zecha (along with Robert Burns and Georg Rafael). Many of the things that we think of as Four Seasons standard -- such as buildings with a show-stopping presence, the five-fixture bathroom (with two sinks and a separate shower and tub), all-villa resorts -- were Regent developments. The two groups had a similar focus on service, although Regent more from an Asian perspective. The two groups started a marketing alliance, as Four Seasons had very little outside of North America and London (and certainly nothing in Asia), and Four Seasons later acquired Regent. Some of Four Seasons' most distinctive properties -- Sayan in Bali, Chiang Mai, and Istanbul at Sultanahmet -- were Regent projects that Four Seasons finished.

Issy Sharp always like to talk trash about Adrian Zecha and does not like given Zecha credit for what it contributed to Four Seasons.

Also, I thought Issy Sharp's autobiography was terrible and lacking in self awareness. Just so bland. I much preferred Jimmy Sherwood's biography about his life bringing back the Orient Express train and assembling the hotel group --much more insightful and entertaining.

Four Seasons also generally has a greater focus on families with kids than comparably priced properties. All the resorts have a very high end (and included) kid's club, which is not something you will as consistently see at a Ritz or a St. Regis. If kids are in the mix Four Seasons (especially the resorts) is a meaningfully better option compared to something else at the same price point.

@ Nate -- Great point about how kids friendly Four Seasons properties are. Just updated the post to add that, thanks. Especially now that we're traveling with a family, it's noticeable.

"Many of the things that we think of as Four Seasons standard...were Regent developments."

Spot on, the Regents were incredible - The Regent Hong Kong on the Kowloon/East Tsim side of the harbor was world class - I've not stayed there in eons, including after the Intercontinental took it over before the Regent returned.

The Peninsula in Bangkok on Rajadamri Rd. was the original tenant of what became the Regent, which then because the Four Seasons, which is now the Anantara. Back in the 90s I would always stay at either the Oriental or the Regent, depending on where in the city I needed to be. The Regent was really the only true competitor to the Oriental at the time (though the Sukothai emerged around that time as well, though I never stayed there).

The Sukothai, of course, was another Zecha project. In fact, the only project where two of Zecha’s favorite architects, Kerry Hill and Ed Tuttle, collaborated.

Don't underestimate the contribution of *not* having a points-based loyalty program to maintaining consistent, high-quality service. I know this won't be a popular opinion among many on this site, but I strongly believe that a multi-brand rewards program is a big negative factor as far as the quality of a luxury hotel experience is concerned.

I've generally found the service during my stays at Four Seasons, Langham, and Mandarin Oriental properties to be significantly better than at comparable Park Hyatt, Ritz-Carlton, and similar points properties, specifically because everybody staying there paid actual money to stay there.

Two consequences: (1) there's sufficient revenue to support the high level of amenities and service provided, and (2) there's not a bunch of guests who are treating their stay as a freebie to be milked after putting in their nights at mid-tier brands and/or dollars on a branded credit card.

I know there are some rewards programs among these elite chains (e.g., Brilliant by Langham, or the 50-year anniversary Four Seasons program a while back). But these provide upgraded amenities and other perks (and not free hotel nights) for those who have paid for stays only at that chain, not at lower tier hotels, and not for credit card spending.

Interesting that most of the things you said that sets Four Seasons apart are not very hard to be done by other hotels:
1) Bed is the most comfortable hotel bed out there: it is a Beautyrest by Simmons mattress. There is nothing highly innovative about that. All they did was to work with the manufacturer to make a mattress that is indeed very comfortable.
2) Their properties are spectacularly kids friendly: well, not rocket science as long as you hire and train the staff to deliver that experience.
3) Four Seasons offers complimentary coffee in the lobby every morning: c'mon!! How is that difficult to do by the hotels? It is not, but Four Seasons puts the effort to do that right instead of nickeling and dimming.
4) Four Seasons puts a lot of effort into its gyms: again, just buy the right equipment and keep them in good condition

I love Four Seasons and have been staying at one particular property very often and the quality and service is fantastic. They don't know me by name but every time I check in they have somehow in their system the reason I keep coming back to that specific city all the time. And they ask nice questions related to that reason. Also, back to not nickeling and dimming, they have free bottles of water in the rooms, turn down service every night, great quality toiletries, bed linens, towels, etc... things that you would expect in a nice hotel but many don't provide those and still charge a lot. Now, Four Seasons can be very expensive when compared to other "upscale" properties sometimes so not always it makes sense to stay there.

Great article, Ben. We were blown away at FS service on a baby moon last year, and were excited to return with our little one this year (FS Singapore) to experience the family friendly environment. Didn't disappoint.

On a side note - I frequently search (via Google lens) to identify properties shown within articles. Any chance you could reference/link the properties below the photos? The theme of the photo is typically implied depending on the preceding content, and the captions read as filler.

You can also just view the filename of the photo (IE open it in a separate tab) to see the property name.

Their CRM system is simply amazing. At my first FS stay at FS Firenze one morning I mentioned that I am Type 1 Diabetic and would like a diet coke vs the fruit juices they had on offer.

Every day thereafter one was bought to me with breakfast.

At my next FS hotel stay in Houston, I know not the same as Firenze, the staff went out of their way to accommodate me without me mentioning anything in advance. Apparently they also track which side of the bed you use so they know where to leave things at turndown and that is then used globally.

I can't imagine a St Regis, Waldorf Astoria, Regents or Park Hyatt paying this much attention to detail

I have stayed at several 4 Seasons across the globe. Every one of them provided the service that I was expecting and paid for. Well done.

Had no idea Bill Gates owned a majority share.

"McDonald's for rich people." Hilarious!

Regardless, I remain a fan of the brand and many of their properties. We certainly pay for it, though (most are $500-1,500/night for entry-level). While they do not have a 'loyalty' program, I feel like we get better value via Amex FHR for the guaranteed 4PM late checkout, breakfast, property credits, and potential upgrades. They've opened quite a few new properties in the USA (Philly, One Dalton in Boston, Minneapolis, Fort Lauderdale, Nashville, Nola, Napa, Montreal, etc.) Glad they are finally reopening the one in Midtown NYC. There are definitely some that are showing their age and need renovation (or to be 'let go.')

On the history, it is wild how it has gone from a little property in Canada, to global, and backed by Gates and the Saudis. Then again, it's main competitors these days (Aman, One&Only, Raffles, Rosewood, Mandarin Oriental, St. Regis, Waldorf-Astoria, Ritz-Carlton, Park Hyatt, Six Senses) have some 'odd' backers, too (Russians, mainland Chinese, etc.) Lest we analyze the various African-based safari conglomerates (Singita, &Beyond, Wilderness, etc.)

On the topic of $2,500+ night rooms, I'd be curious to see your take on where the industry is going in general. Even formerly cheap cities like Austin, TX have $800 night rooms and it's unfathomable to me that there are that many people out there with that kind of money to spend every single night that they can fill up every single one of these hotels many rooms.

Yeah, Sydney is interesting in that many of its hotels are older. Still, some decent options. I recently visited and redeemed a Hyatt Cat 1-4 certificate for the InterContinental. Better than cash. I will say, the Crown Sydney (the new skyscraper built in 2020) is on Amex FHR and is rather luxurious.

As to San Francisco, New York, and Boston, it is interesting how each has two Four Seasons, a somewhat newer and a somewhat older location. Like, in SF, the Embarcadero location used to be the Loews and before that the Mandarin Oriental. Good views on the upper floors if a clear day.

As a single, childless traveler who hasn't been to a Four Seasons in the last two decades, I have to admit that I instinctively found the description of the Four Seasons' child-friendliness to be a negative. Will I find screaming children running up and down the halls at my next stay?

"Like, in SF, the Embarcadero location used to be the Loews and before that the Mandarin Oriental."

We must have overlapped in a previous life. I used to stay at the MO in SF on Sansome street in the 90s - couldn't beat the views, but the location left a bit to be desired if one is there on a family vacation or the like. But the walk from the main tower to the other tower was jaw-dropping with the views from the walkways...

" The theme of the photo is typically implied depending on the preceding content, and the captions read as filler."

If you're on Windows, right-click the image, do a "save as" and the save as dialogue box will include the name of the property; you don't need to save the image or anything.

As a single, childless traveler

Shame on you. Our VP Vance has more info on why childlessness is shameful. You worry about screaming children? I worry about curmudgeon idiotic adults like you. Please don't step foot in any FS hotel and ruin my vacation, kthxbai.

@Matt:

There was nary a child at the properties that I have stayed at.
But I get it. This is one of the reasons why I disliked Marriott and never stayed at any of its properties when Starwood existed.

Every child at a high-end hotel is the child of wealthy parents and therefore very likely to be a future equity partner at a top law firm.

Is the FS bed really better than the Sofitel bed which I always see people raving about and is being sold under the hotel's brand?

(I can hardly decide whether I like my own mattress so I am the least qualified/relevant person to give an opinion on this)

I wonder whether that sort of thing complies with GDPR and equivalent legislation elsewhere. I'm not implying that it doesn't, I genuinely don't know whether it does.

Well said, Ben. I’d love to see a similar post on Ritz-Carlton, as that’s a brand that frequently seems to price itself around the same level as Four Seasons, but which in my experience isn’t even close to being in the same league as Four Seasons in overall quality. I would have to assume Ritz is buoyed by the Bonvoy program and a healthy inflow of corporate travelers staying on corporate rates, because I can’t understanding why anyone would look at similarly priced Four Seasons and Ritz-Carltons in virtually any market and choose the latter.

There must be people, or at least companies, willing to pay that sort of money for the right location. There's still no shortage of $35 rooms in 4* hotels in Vietnam, Indonesia etc.

Minor typo Ben (if you care)

I of course with that Four Seasons

Gen you're tedious.
Frankly you need help, code blue.
You are insane, too.

But maybe less great for everyone else? There's a certain clientele of Americans who gets a ton of points buying TV dinners and then using them to worsen the experience for the rest of us.

You're not Four Seasons material and trust me, we know.

Thank you for mentioning this. It's really wild how people think the rest of us want to interact with their poorly behaved offspring.

And yes, your child is poorly behaved, too, Linda or Josh. Most of them fat, too.

Thank you for your super helpful insights. I really looked forward to hearing what you thought about it.

Yes, Houston is not the same as Firenze. Thanks for clarifying. And I loved the tale of your diet soda, it was really riveting.

I wish this comment was longer and had fewer linebreaks or proper grammar. Can you tell us more about the little soaps you were talking - at length - about? Or whatabout carpet types? Man, the life you must lead.

Yeah, the SF FS rates would be in your league. They were below 300 a night for a long stretch of time. You fit in well there.

No, no...thank you so very much. I reeeally appreciate your incredible response.

EuropeanTraveler, and are you? BestWesternPlus, perhaps? No, more Ibis!

I've found most IHG Kimpton properties do a nice morning coffee in the lobbies, too. (Usually 'drip' but relatively good quality.) Any brand/property that does that is 'alright' in my book.

For real. Those 'bridges' with the floor to ceiling windows are epic. And most of the rooms have great views, too. While the other FS is newer, the old MO definitely may be a favorite because of the view. (It doesn't really have good dining on-site, though. Eh, ya win some, ya lose some.)

(I mean, at $35/night... ya get what ya pay for... oof.)

When in SE Asia, go for at least $100+/night. Have some self-respect.

I've got bones to pick with Ritz-Carlton, namely, that they're one of the Marriott affiliated brands that doesn't honor complimentary breakfast for Platinum Elites (and above) at many properties. Kinda lame, no?

It's not the CRM system, it's how they are using it. Any other hotel chain could keep similar notes, but they choose not to take the notes and/or not to do anything with them.

The deluxe seaview room I stayed in during my last proper visit to an Indonesian island was something like $56 including breakfast and it was absolutely fine. I wouldn't have minded paying a bit more but there really wasn't any reason for that, it was a bit of an 'unusual' destination and we were already in the second most expensive property of the island - the one that was more expensive belonged to an American chain and was selling smaller garden view rooms for $180 without breakfast.

When doing the SAS challenge I stayed in a perfectly adequate 3* in central Hanoi which at £23 was literally cheaper than a metered taxi from the airport. I would be happy to pay a fair bit more than that for an upscale hotel but I was going to be in town for just 10 hours and only needed a bed and a clean bathroom.

My only complaint on Four Seasons is sometimes they are too generic and do not reflect the city they are in, but I do agree with you on the service.

You also don't get a flood of "I didn't get a free platinum elite breakfast" type comments.

It'll be fun when you get to try it sometime, Lang. You know you can simply book one night, right? San Francisco has extremely low fares because it's an undesirable market.

Thank you. Everyone on every travel blog is waiting to hear what you and your mental illness think about everything.

I don't have anything against the unemployed, but maybe get a hobby?

EuropeanTraveler, it's wild how you think anybody wants to interact with you. As an adult.

TravelinPenis, p*ss off, loser lawyer (non-T14 non-V20)

Honey, thanks for reminding me why we have our waiters spit in American guests' food.

And you can't do anything about it. There's no MUH LITIGATION. You can take your fat selves, your loud voices, your lisping Miami p*dos called Chrysler (who only want to adopt boys, somehow). There's just ... exclusion and bye bye.

And disease. Which we actively cheer when we can get you.

Also, enjoy this moment. People like you don't really get to speak to like me in real life.

A cashback-type programme like Accor's or GHA's doesn't seem to affect quality at any price point.

Removing those who stay somewhere only because of the points they got from a credit card bonus and/or work travel is not quite a guarantee of a certain level of service; there are some rubbish hotels that would still be rubbish without the affiliation and some great hotels which would be great without the affiliation and that's as true for Ibis as it is for Capella. However, it does keep cash rates better-aligned to what people are actually prepared to pay for staying in that hotel and also helps with keeping expectations realistic.

Super interesting post, thanks. Would love a mention of some of your favorite FS properties, as well as those you’ve heard good things about and hope to try.

I wouldn’t say it’s undesirable at all; there was a rough patch during the pandemic, but, generally the Bay Area is a prime source of our nation’s modern GDP.

I’m assuming these are all you, aren’t they?

You’re most welcome.

You first.

That does sound like a deal. And, assuming the local hotels serve a nice spicy nasi goreng for breakfast, that’d sound like a ‘yum,’ too.

1990, alas that would be a false assumption.

In the last few days I have commented only as 跟阴茎有关 - I have other dormant handles poised for activation as needed.

TravelinWilly is 100% not me. He is a loser in Washington DC - a great city but some losers (including the orange one, zing!) - I guess all cities have their share of losers, don't they.

but, hey, hey, you and I are both in New York City and in fact both in lower Manhattan. I'm probably mere blocks away from you, physically, although I use various technological tools to obfuscate my location from web analytics.

EuropeanTraveler is also not me. I don't call others fat. I use clinical terms like overweight or obese. I also love kids and hate those who advocate childfree lifestyles with an exception for couples who are infertile or have experienced pregnancy related trauma such as a miscarriage.

lol at EuropeanTraveler's shameful ignorance and abhorrent views on:

children (they are great)

1990's employment status (he is fatFIRE'd)

the undesirability of San Francisco is debatable. every city has rough spots but SF's (Tenderloin) is smack in the geographic center, which is especially unfortunate

walkability of SF is also hampered by the elevation

transit generally sucks and drivers are aggressive despite the bay area not generally having an aggressive reputation.

I have met some incredibly rude people in SF, far ruder than anything you have seen in the northeast (one possible exception - northeast drivers who run into cyclists and then victim-blame the cyclist. I have heard of this happening, although I haven't seen it firsthand, how awful and despicable of a human being do you have to do that? Cancer was invented for these people.)

it's lame, but it's market (as Kirkland attorneys would say)

Hilton also didn't honor complimentary breakfast at Waldorf-Astoria back when the program honored complimentary breakfast at all downmarket brands.

I might be an equity partner (we, or should I say they, call them "share" partners) at K&E, hehe. That's one way to get to $10m+ income.

I think Four Seasons realistically has been uplifted simply by being North American based originally, which significantly helps uplift its brand recognition.

A lot of those other luxury brands you named, I doubt an average person would recognize. But Four Seasons has much better market penetration. At the end of the day, luxury hotels are all quite similar in one way or another, it's about making a name for yourself, which Four Seasons has done a great job at.

You can say it… it was Canadian first.

‘On guard for thee…’

No, no, no… BART isn’t the MTA but it’s pretty decent for getting around without a car, and has a much better connect to SFO than say our lack of trains to LGA, just sayin…

I thought Kirkland was headquartered in Chicago; what’r you supposedly doing in NYC?

Ok, I’ll play along. (Nice ‘Zing!’)

By the way, what was up with Canal Street this week? Yikes. And seems like nightly gatherings at Foley Square. Lots goin’ on. And early voting starts tomorrow. Wowie.

Santastico: I got you, fam.

EuropeanTraveler, for your edification, the essence of Four Seasons' appeal is its consistent mastery of "easy" yet frequently neglected details, transforming them into signature luxury experiences. They avoid "nickel and dimming" by including premium extras like free bottled water and turn-down service, while the Beautyrest bed demonstrates their commitment to high-quality, non-proprietary comfort. This philosophy extends to the "little soaps," which are actually high-end, branded toiletries (like Frédéric Malle or Diptyque) that offer a tactile and olfactory luxury. Similarly, their use of premium materials like dense woven Axminster carpet in public areas ensures superior aesthetics, sound absorption, and durability. Ultimately, the difference is not in the invention of a new amenity, but in the flawless execution of these costly, quality basics that competitors often omit to cut corners, thereby ensuring a reliably luxurious stay.

There. Just for you. (Of course I didn’t write this. Thank AI. Waste of electricity.)

That is actually a decent subReddit.

Ain’t that a peach. As they say in the South: ‘Bless your heart.’

The logo is brilliant. Classic and subtle

How many times can @1990 post/comment over and over and over in the same thread?? Curb your newbie enthusiasm young lady.

Nailed it.

You (and anyone) is welcome to comment as much or as little as you/they like. (At least I only use one name on here.)

I’m a big fan! My favourite sweet spot is the Four Seasons Sydney. I’ve had luck multiple times purchasing thru amex their Deluxe Room (Partial Harbour). Once at the hotel paying a minimal upgrade fee to the next level and then using the Amex Fine Hotels and Resorts upgrade to get a Sydney Harbour Studio Club Suite… the views are incredible and the team is always happy to help figure out the most effective way to do it and it truly is a steal of a deal when you consider what it normally costs.

In my experience, children of wealthy parents tend not to put up with the indignities required to be an equity partner at a top law firm because they already have money.

And it’s been the same since day one. Too many hospitality companies (especially restaurants) think that changing things up means more than offering consistently great service.

Isadore Sharpe still owns 5%

I actually lived in Toronto and went to their first hotel, actually a motel, a few times. My wife and I have been to dozens of their properties across the world, the most recent being in the Seychelles, which was fabulous as have been all the others. We are presently booked with them in Cairo, Alexandria and Casa Blanca. If they have a hotel in the place we are going they are always our first choice.

I agree with everything you say about the Four Seasons experience. Most of my stays have been in Asia -- Tokyo, Kyoto, Seoul, Shanghai, Singapore -- and with each stay I wanted to move in and never leave.
That said, I think running neck-and-neck with Four Seasons is The Peninsula properties; again, most of my stays have been in Asia with, of course, the grandest of all being Hong Kong.

I enjoyed your article and agree with your comments about the staff. My son works for the Four Seasons and had job hopped endlessly beforehand. I have never seen him so happy and content with his employment. He takes great pride in his job, sees his coworkers as family, is always striving to be better, and loves what he does. They have monthly team meetings where they can bring concerns or ideas for improvement. They feel heard and appreciated. I believe that carries over day to day and THAT is what customers experience. Very proud, satisfied employees who are actually engaged in what they are doing! I always knew my son was a diamond in the rough, and I thank the Four Seasons for bringing that out in him!

That's actually a really good point. From the worker perspective, FS tends to be a better employer.

And, better benefits, too; like, when you earn your 'free nights' at other properties, they tend to be a better experience, than say, if you worked at a Marriott, where you *could* technically go to the Maldives, but you're probably gonna get stuck at that old Sheraton near Malé, not get access to the new Ritz-Carlton.