You nominated them, now you can hear their stories – meet the finalists who have made lasting impressions at our hotels, giving them the character that makes each stay special
At the start of 2026, we invited you to nominate the individuals at our independent hotels who make stays truly extraordinary. Thousands of nominations came flooding in, each one showing how SLH hotels – although small – have incredibly big hearts.
In a world increasingly influenced by AI, these stories have reminded us just how much the human touch and emotion matters. It reveals itself through the care of someone’s instinct to anticipate what you need, at times even before you do; the local knowledge that gets you deeper access into a city or landscape’s secrets; and a lifetime of passion that’s brought to every encounter.
Winner: Quynh, Namia River Retreat
“The more you give, the more you receive.”
Some Hosts simply welcome you to a hotel. Others shape the very personal way you experience a place.
Quynh’s story is written into that of Namia River Retreat, the hotel she joined before the first guest had even checked in. Today, she doesn’t so much as greet new arrivals as create an immediate sense of belonging. After all, she has hospitality in her soul and knows her hometown Hoi An like the back of her hand. Finger ever on the pulse, she’ll lead you through the city’s backstreets, nodding to long-known locals on your way to her favourite Cao Lau cook – the kind you simply won’t find without her.
Official ‘Memory Maker’, you’ll find Quynh on page after page of the hotel’s guestbook, in letters left in suites, and in the stories that guests tell, long after they check out.
Winner: Hannes, eriro
“It takes me just a few seconds to make someone’s whole day.”
That gentle, pre-alarm clock knock on the door? Hannes, map in hand, ready to lead you on a sunrise hike across the Austrian Alps.
For eriro’s Host & Experience Manager, going above and beyond often means to the mist-crowned tip of mountains. He spent his boyhood in this cinematic landscape. So he knows its nooks and crevices, mountain bike tracks, ski runs and photo ops by heart.
As well as being innately able to read the landscape – and maps – his in-tune nature with guests means he rarely has to ask “how may I help?” He just… knows. Take the guest who found himself with unexpected time on his hands. Hannes spotted his eyes lingering on the hotel electric bikes. Within moments, he turned a spark of curiosity into a fully kindled spirit of adventure, packing him off with cycle gear, a lesser-known route to a spectacular lake and an edible surprise to unwrap when he arrived.
Hannes is also known to ski guests’ suitcases in and out of the hotel during snow season. Something he wouldn’t recommend trying at home.
Winner: Sergio, The Retreat
“My grandmother gave me this passion to serve people. All this is for her.”
For this Head Chef, food has the power to nourish the soul, telling stories of people and place.
So much emotion is poured into Sergio’s craft. His love for cooking is grounded in a love of feeding people – learned when he stood elbow to elbow with his grandmother in her kitchen. Her influence flows through every menu and moment the chef creates for guests today.
Wander the sun-warmed grounds of The Retreat in Costa Rica and you’ll often find Sergio doing the same, with a brimming basket on his hip. Rather than recipe books, he finds inspiration in the natural world, amongst the kaleidoscope of papayas, cassava, chayote, spices and herbs that grow here. So guests rise and really shine with green juices at breakfast. While comfort food takes on a whole new meaning, as Sergio’s dishes have wellness at their heart.
Our finalists
Khun, AMANOR Hotel Chiang Mai
Whether it’s your first stay or your fifth, you’ll receive the same warm-hearted welcome from Khun. She champions Chiang Mai’s wonders with pride, and will make it her personal endeavour to ensure you return.
Pisit, Twinpalms Surin Beach
Pisit’s is the familiar face that sets the tone for returning guests at Twinpalms. He’ll quietly make occasions special, remember what you love and is the essence of discreet hospitality.
Arda, KestelINN Alaçatı
Arda regularly steps out from behind the pass to meet guests and share his love for food. So by the end of dinner you won’t just have tasted the flavours of the Aegean – you’ll have a story about the just-picked herbs, locally-grown produce and inspiration that goes into them.
Joan, Paradise Beach Nevis
Born and raised on the island, Joan reveals Nevis’ secret sides as the resort’s Concierge. But it’s her warmth that guests remember most, describing how you might arrive at the hotel as a visitor – but you’ll likely leave as a friend.
Andres, S Hotel Jamaica
Andres is woven into the S Hotel story, creating experiences that lead returning visitors to ask for the Hotel Manager by name. From personally sourcing special foods for one guest, to comforting another during a hurricane, Andres makes going the extra mile his day-to-day
Highly commended
Ken, The Montenotte
The first face guests see, Ken has made a lasting impression on all those now on first name terms with the charismatic Doorman.
He’s good with names. Each day, Ken knows who’s arriving, whether it’s their wedding anniversary and how well their local team did in the match last night. When it comes to his own name, Ken O’Callaghan is cited more times in feedback than anyone in the Irish hotel’s history.
Kadek, Viceroy Bali
Those who return from Viceroy Bali often come home talking of a certain Bell Driver – a people person in the truest sense.
Kadek hails from Tegallalang and is a walking, talking cultural compass for this part of Indonesia. His knowledge and love for Ubud runs deep. So, if you’re enough to be in the back seat for one of his tours, prepare to embark on a real journey of discovery.
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