In the global hospitality industry, big is not necessarily better. In the past several years, the trend for cozier properties and customized services has grown so popular that many giant chains have acquired boutique hotels or unveiled new brands to attract this new breed of traveler seeking the proverbial home away from home.
With only 21 rooms, Townhouse 27 exudes exclusivity. Located in the Serbian capital Belgrade, the boutique hotel has outranked its local rivals twice its size and been ranked the top hotel in Serbia by many groups in recent years.
“You come as a guest; you leave as a friend. Because we only have 21 rooms, we have time to dedicate ourselves to each guest. Every guest gets a small surprise treat in their room each day,” Townhouse 27 General Manager and Executive Director Tatjana Cohergne told GMI POST.
Cohergne attributes Townhouse 27’s success to its “personalized, human-touch type of service that bigger hotels can’t provide.” She added: “We know every guest by name, where they’re from, their food preferences. These things make a difference in providing impeccable service. That’s our competitive advantage. To us, our guests are not just a number.”
She also pointed out that Townhouse 27’s brand of service comes naturally as it reflects the Serbian personality.
“Hospitality is part of Serbia’s culture. We are a very welcoming people,” said Cohergne, who shared that more than 95% of the hotel’s guests are from Northern and Western Europe, and the United States. She hopes to welcome more guests from Southeast Asia.
“Belgrade is worth visiting,” said Cohergne, who wants everyone to experience Serbia’s culture, art, and the warmth of its people.