Ali Bahbahani and Partners

Le Méridien Lav Review: A Missed Opportunity on the Adriatic Coast

Le Meridien Lav

In August 2024, my travels led me to Split, Croatia, a city with a rich and ancient history and clear waters. Our stay was planned for just two nights, a brief respite along the Adriatic before continuing our journey through this beautiful country. We chose Le Méridien Lav, a hotel that promised luxury and seafront serenity with direct access to the sea. The allure of waking up to the sound of waves and having a marina at our doorstep was too tempting to resist. However, what was supposed to be a peaceful retreat quickly turned into a series of missed opportunities and left much to be desired.

Location and First Impressions

Upon arrival, the beauty of Le Méridien Lav’s location was immediately apparent. The hotel’s setting along the coast is undoubtedly one of its most significant assets. The sight of the marina, with boats gently swaying in the water, and the pebbled beach offering direct Adriatic access set high expectations. Yet, despite this natural beauty, the hotel’s location posed a significant inconvenience. It is far removed from the heart of Split, meaning exploring the vibrant town centre requires a taxi. This isolation was a considerable drawback for travellers interested in the local culture and history.

From a Customer Experience perspective, location is critical in shaping the overall guest experience. While the serene setting of Le Méridien Lav might appeal to those seeking tranquility, it is essential to balance this with accessibility to key cultural and historical sites, especially in a city as rich in heritage as Split. The hotel could better cater to its guests by offering more convenient transportation options or curated experiences that bring the vibrancy of Split to their doorstep.

Room Experience at Le Méridien Lav

Our check-in experience further tempered our enthusiasm. As a Marriott Bonvoy Gold member, I was directed to the Platinum check-in, a seemingly exclusive and personalized service. The seated counter, complete with a welcome drink, suggested comfort and attention to detail. However, the process could have been more efficient. What should have been a swift introduction to our stay became a drawn-out ordeal, taking longer than it would have at the regular check-in desk. It struck me then that the traditional, lengthy check-in process needs to be updated in an era where convenience and speed are paramount and more manageable. Modern travellers crave efficiency, perhaps even preferring a digital check-in that can be completed on the go or at the very least, while heading to their rooms.

The hotel itself, while well-maintained, felt disappointingly generic. Despite its claim to luxury, Le Méridien Lav came across as a commercial, four-star property at best. The air conditioning in our room struggled against the August heat, making the nights less comfortable than expected. The interior design, from the beds to the furniture, was functional but lacked character and warmth. Everything, from the minibar to the finishing touches, seemed to have been chosen for cost-effectiveness rather than creating a unique or luxurious experience.

In my work with Concept Creation, I often emphasize the importance of creating a distinct identity that resonates with guests. A luxury hotel should never feel generic. Every element, from room decor to amenities, should contribute to a memorable and unique experience. Unfortunately, Le Méridien Lav’s approach seemed to prioritize cost-efficiency over creating a lasting impression.

Service and Hospitality Issues

Service, unfortunately, did not redeem these shortcomings. Two incidents stood out during our stay. First, we arrived with one missing bag, a casualty of our Iberia flight via Madrid. Given that we were only staying for two days, we politely asked the front desk if they could follow up with the airline and expedite the process. The response was disheartening, they were too busy to assist with matters unrelated to the hotel. This lack of empathy and unwillingness to go beyond the basics was striking.

The second incident was even more concerning. One of our group members fell ill with a fever, and we urgently needed a doctor. Despite escalating the matter to the manager, it took the hotel over three hours to locate their on-call doctor and he then took another 30 minutes to arrive. While I understand that doctors might only sometimes be available, the lack of communication and the absence of urgency in handling the situation was unacceptable.

These service lapses underscore the importance of Customer Experience Consulting in the hospitality industry. A hotel’s ability to respond swiftly and empathetically to guest needs is crucial, particularly in situations that require immediate attention. Le Méridien Lav’s failure in this regard highlights a need for better training and a more guest-centric approach to service delivery.

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