Hotelier & Hospitality Design - August 2023

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Hotelier & Hospitality Design

100 Queen’s Gate Hotel South Kensington

The hotel for the culturally curious [click here]

August 2023: Industry News, Hotel Openings, Luxury Furniture, Technology, Lighting...

Dometic and CAKE partner on first food delivery contract in Italy

Swedish innovators, Dometic and CAKE, announce their first joint contract with Pizza Smile, a groundbreaking pizzeria in Italy. Designed to significantly elevate the customer experience and quality of food, Dometic’s DeliBox will be paired with CAKE’s e-bike for premium home delivery service. As the first restaurant to deploy this dynamic combo, Pizza Smile sees ample business opportunities with this new leasing contract.

replace its current electric bike fleet with CAKE bikes for an even more efficient, emission-free fleet at a reduced cost. Dometic’s DeliBox will help sustain the temperature and quality of the food during the entire delivery journey –from the restaurant’s kitchen to the customer’s door.

“We’re confident that DeliBox powered by CAKE bikes will have a tangible impact on Pizza Smile’s delivery business, helping to secure new customers through seamless delivery and retain current patrons through unparalleled quality control,” says Eva Karlsson, Head of Other Global Verticals at Dometic.

An award-winning local business, Pizza Smile was the first pizzeria in Adria in the Rovigo province to provide free home delivery service, starting in 2006. Led by entrepreneur and CEO Gabrio Tessarin, Pizza Smile’s pioneering approach, artisanal recipes, and digital operations have propelled the restaurant’s significant growth in the region and beyond – carrying out approximately 70,000 home deliveries each year.

By collaborating with CAKE and Dometic, Pizza Smile will make another first by leasing CAKE makka :work equipped with the Dometic DeliBox to enhance their premium home delivery service, providing a valuable new solution for the market. Pizza Smile will

Tessarin says, “Our desire to take pizza delivery to a higher level remains a top business priority. With a mutual commitment to innovation and sustainability, CAKE and Dometic are ideal partners to help shape the next evolution of this critical business segment. Thanks to this exciting collaboration, our pizza will reach customers at its best – crispy and hot.”

A revolutionary introduction for the food delivery sector, Dometic DeliBox provides temperature zones for active heating and active cooling to ensure food and other perishables are kept at optimal temperatures throughout the delivery route. Its innovative design and engineering offer a valuable differentiator for restaurants as well as retail, hospitality, and other industries responsible for transporting food to guests.

The parties have signed a new leasing contract starting with small scale premium delivery with an aim of expanding the service area and consumers in the coming months. For further information about Dometic

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August 2023 To speak to a member of the team, please call 020 805 09659 or email The perfect finish to any bathroom To make life easier, we give many of our taps and showers a flawless contemporary chrome finish. No need for chemicals. Just a quick wipe with a wet cloth and you’re done. Brilliant. FORCHROME S O TITNAILLIRB LLEWSTCELFER NO Y O U TURNTOBRISTAN 3895 Hotelier and Hospitality AW.indd 1 13/09/2019 15:45 4 12 14 100 Queen’s Gate Hotel South Kensington On-brand interiors at German Doner Kebab I Ching Radiator awarded the Best of the Best at Red Dot Design Awards

100 Queen’s Gate Hotel South Kensington

The hotel for the culturally curious

100 Queen’s Gate is a five-star Victorian townhouse hotel situated in the heart of South Kensington, on the doorstep of some of the world’s most famous museums and cultural venues. The hotel features 228 unique guest rooms and suites, plus a range of restaurants, a gym and a lounge-library.

A former home of Victorian aristocrat William Alexander, the hotel combines Victorian charm with modernity, with unexpected artworks and fascinating curios and oddities around each corner. The luxury bedrooms are unique in design - no two rooms are the same - featuring carefully curated art, furniture and ornaments. There are also 11 spacious suites each named after famous residents who once lived in the neighbourhood, including Agatha Christie, Henry James, and Alexander Fleming.

100 Queen’s Gate offers an array of inviting spaces for dining and drinks. Cento is the signature restaurant showcasing the very best of traditional Italian cuisine. Here, guests can enjoy a culinary journey through Italy dining from a menu that celebrates the country’s diverse regional cuisine, created by the hotel’s all-Italian team of chefs. The restaurant’s warm and welcoming atmosphere makes it the perfect place to host a business lunch, enjoy a meal with family or entertain friends.

base for exploring some of London’s greatest spots.

An overnight stay costs from £284 for two sharing a Queen Room.

To book, visit or call 020 7373 7878

Located on the doorstep of attractions including the Natural History Museum and the V&A, near to Knightsbridge for shopping and Kensington Gardens or Hyde Park for glorious walks, 100 Queen’s Gate Hotel is the perfect

Botanica is an elegant glass and mirrored atrium offering a quintessential British Afternoon Tea amongst the décor of cherry blossom and lavish greeneries. The menu includes a range of savoury and sweet treats, beautifully presented on a stylish tiered tower, accompanied by a selection of premium Newby teas, as well as an optional glass of Moët & Chandon Brut.

ESQ, a sophisticated and discreet subterranean bar is the perfect place for crafted cocktails and innovatively infused spirits. The bar’s expert mixologists create unique cocktails that are inspired by the hotel’s history and heritage. Guests can enjoy a relaxed and intimate atmosphere while sipping on their favourite cocktails accompanied by a paired back but exquisite food menu.


Eden Furniture have slashed prices across a number of ranges of both indoor and outdoor furniture.

With up to 75% off our list prices this really is a great chance to grab yourself a bargain. Stocks are limited so will be on a first come first served basis.

In addition to our Summer Sale we also have a clearance list with end of lins and discontinued stock at give away prices. Check out our website for full details.

Rustic Vintage Style Furniture

Eden Furniture has a massive selection of Indoor, Outdoor & Poolside Furniture. Our Harrogate and Truro Ranges have become increasingly popular with their rustic and rural charms. The Harrogate Range is available in dining and bar height with complimentary stools and benches. The Truro Range is also in dining and bar height with dining stools and benches. Both ranges are made to order so almost any size is achievable.

Call: 01527 519580 E:

Warehouse & Showroom Unit 16 Padgets Lane, South Moons Moat, Redditch, Worcs B98 0RA


Chain vs Boutique Hotels: Which Is Best?

When it comes to choosing accommodation for a holiday or business trip, one of the key decisions travellers face is whether to stay at a chain hotel or opt for a boutique hotel experience.

Each type of hotel has its own distinct advantages and appeal, catering to different preferences and needs. In this article, we will explore the characteristics and benefits of both chain and boutique hotels in London and further afield, allowing you to make an informed decision and find the perfect lodging for your next adventure.

What Is A Chain Hotel?

Chain hotels, as the name suggests, belong to a larger corporation or brand and operate under a standardised set of guidelines and protocols. They are known for their consistent quality, uniformity, and extensive amenities.

Benefits of Chain Hotels Reliability

One of the primary advantages of staying at a chain hotel is the reliability it offers. Whether you are in a bustling city or a remote location, you can expect a certain level of service and comfort that is consistent across all the properties within the chain. This reliability can be especially comforting for frequent travellers who value familiarity and a seamless experience.

Wide Range of Facilities

Chain hotels often have a wide range of facilities and services to cater to the needs of their guests. From fitness centres and swimming pools to on-site restaurants and business centres, these hotels are equipped to provide a variety of conveniences under one roof. For individuals travelling for work or families looking for a hassle-free stay, chain hotels can be an excellent choice, offering convenience and accessibility.

What Is A Boutique Hotel?

On the other hand, boutique hotels represent a more intimate and personalised accommodation option. Unlike their chain counterparts, boutique hotels are independently owned and operated, allowing them to offer a unique and individualised experience. These hotels are often situated in charming or historic buildings, with each room having its own distinctive design and decor. This attention to detail creates a sense of character and charm that can be missing in larger chain hotels.

Benefits of Boutique Hotels Culture

An advantage of boutique hotels is their emphasis on local culture and authenticity. These hotels often collaborate with local artisans, artists, and designers to showcase the unique heritage and flavour of the destination. From locally sourced cuisine to curated art displays, boutique hotels provide a glimpse into the local culture, allowing guests to immerse themselves in the essence of the location they are visiting.

Customer Service

Boutique hotels pride themselves on providing excellent customer service. With a smaller number of rooms and staff, boutique hotels can offer a more personalised and attentive experience. From personalised welcome notes to staff who remember your preferences, you can expect a level of service that goes above and beyond. This aspect of boutique hotels is particularly appealing to travellers who seek a more intimate and customised experience during their stay.

How To Decide Between A Chain And Boutique Hotel

While both chain and boutique hotels have their distinct advantages, the choice ultimately depends on individual preferences and requirements. If you value consistency, extensive amenities, and a seamless experience, a chain hotel might be the best fit for you. On the other hand, if you seek a more intimate, personalised experience with attention to detail and a connection to the local culture, a boutique hotel should be at the top of your list.

Take Into Account The Purpose Of Your Trip

When considering your decision, it's important to take into account the purpose of your trip. If you are travelling for business and require quick access to a range of services, a chain hotel might be more suitable. Their widespread presence in popular business districts and access to business facilities make them a convenient choice for corporate travellers.

However, if you are planning a romantic getaway or a leisurely holiday as part of some time off or even as part of an employee benefits scheme offered by your company, a boutique hotel can provide the perfect ambiance and create lasting memories. Their unique charm and attention to detail can elevate your experience and add an extra touch of luxury and indulgence to your stay.

Consider Your Budget

Budget is another factor to consider when choosing between chain and boutique hotels. Chain hotels often offer competitive pricing and loyalty programs, making them more cost-effective for travellers on a tight budget.

On the other hand, boutique hotels tend to be more expensive due to their limited number of rooms and personalised services. However, the elevated experience and attention to detail may justify the higher price tag for those seeking a truly special and memorable stay.

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Flight Club reaches new heights in partnership with Sybron

How partnership synergy hits the cleaning Bullseye every day


Flight Club and its cleaning and hygiene partner Sybron, celebrated their first year of partnership in March 2023. As Flight Club’s parent company, Red Engine, renews its contract with Sybron, significant benefits have been identified from their collaboration including 15% cost savings, zero stress, and 100% confidence!

The first contract which was signed in March 2022 was fully mobilised in under four weeks. After the three month ‘honeymoon period’, there was no dip in the levels of service from Sybron, something which can be prevalent in many new supplier relationships. Indeed, both the purchasing manager and venue managers of Flight Club, are delighted that all it takes is just one call or email to Sybron and any issue is resolved swiftly and efficiently.

The challenge

Flight Club opened the oche at its first social darts venue in Shoreditch in 2015 with its focus on bringing joy, fun and quality time to its patrons. Today, Flight Club has grown to 13 venues across the UK, with two more planned by 2023 year-end.

When David Piazzani joined Red Engine as Purchasing Manager in October 2021, it quickly became apparent that one of his first tasks was to review the supply of consumables for cleaning and hygiene at the Flight Club sites.

“The then supplier of all the cleaning, hygiene and ancillary products caused me and our Flight Club managers a lot of stress and anxiety every day,” explains David.

“With no after-sales service and a poor response to issues and problems, we started to look for a company we could develop a real partnership with. We knew that there must be a better supplier out there with more sustainable solutions, plus the attention to detail, proactive approach and willingness to be a real business partner to us.”

The solution

When David met Sybron he knew immediately that they were the right partner and in March 2022 both companies began a relationship that still, one year on, astonishes the Flight Club team with its level of service and proactive approach to every day needs.

Hygiene Service Partner, Sybron, provides products such as cleaning and disinfectants, hand towels and toilet paper, as well as janitorial supplies including sponges, mops and brooms to all the Flight Club venues.

However, it is the Sybron ethos of differentiation through a seamless service that has delivered the bullseye for Flight Club.

“Being a buyer can sometimes be very frustrating because everyone offers you the same thing over and over again,” explains David. “Sybron take a completely different approach.”

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Sybron provides hygiene supplies across all Flight Club venues with a seamless service

The Sybron approach

• Regular communication with an open and honest dialogue.

• Sybron deals directly with venue managers, ‘I don’t have to be the middle-man’ says David.

• Problems and issues are dealt with swiftly and efficiently.

Cases in point!

• In 2022 the Bloomsbury Flight Club in central London had a random council and risk assessment. The manager immediately emailed Sybron, who replied within 30 minutes and provided all the additional information requested by the inspector.

• In December 2022 the Bloomsbury Flight Club site had all its sanitary bins unexpectedly removed by the previous contractor, leaving no facilities for that day. Within a few hours of being alerted to the problem Sybron had delivered, set up and installed bins ready for use, so there was no disruption of service.

Sybron has a pro-active approach to managing our account.

The team is consistently taking initiative and provides alternatives if there is a spike in price or a supply issue.

Sybron finds the best product, explains why it is better and what the environmental benefit is – they don’t just provide a catalogue and ask you to choose.

The Sybron approach is to engage with staff to plan and avoid problems before they happen.

They do not wait for busy managers to call them with urgent supply issues.

“Usually, Sybron has presented us with the solution before the problem arises,” explains David. “That’s because Sybron is totally aligned and integrated with our business. This gives me and the Flight Club team the confidence that someone is thinking on our behalf.

“Having a partner that understands the nature of our business means that I don’t have to repeat or re-explain anything. We discuss it once and it is done.”

The results

As a result of its partnership with Sybron Flight Club bagged a cost saving of 15% across all its sites.

But as David says: “We have saved a lot of money, but to me the cost is secondary to the service. A good price is pointless without the service. Sybron delivers zero stress and the fact that I have 100% confidence is equally valuable.

“When I find a partner like Sybron, it makes my life easy. Now they are completely symbiotic with us in terms of growth and are completely integrated into our operations for the opening of a new venue. I am not even a part of

it anymore, it just happens automatically. I don’t have to be the middle-man as with many suppliers. It is a dream partnership.”

Our customers are our partners

“Of course, service is a big part of our business,” explains Brad, director of operations at Sybron. “We are completely focused on both solving any problems promptly, but also on working to make sure there are no glitches or setbacks in the first place.

“That has always been our take on business. We see every contract as a joint partnership where we help both businesses move forward and grow. That does not happen by being reactive, so we differentiate ourselves by a wholly proactive and integrated approach.

“It is thanks to our team that we have created the synergy with Flight Club, particularly our colleagues in the office and our drivers. Our ethos resonates across the whole company – our customers are our partners, and they have a name rather than a number.”

Sustainable growth

Flight Club has doubled its estate for venues in over three years and by the end of 2023 will have 15 locations, including the first site to open in Scotland.

“With such massive growth, some things can get a bit lost. The partnership with Sybron has enabled us to meet our environmental goals to switch to eco cleaning products,” explains David.

“Moving such a big ship over to using solely sustainable products is not something that can happen overnight. However, thanks to its proactive attitude and breadth of product range, Sybron is working with us to reach our aim – to move to all eco-cleaning and hygiene solutions by the end of 2023.”

Forward together

“We see this partnership as a joint venture. Long term, we would like to consolidate more and create more fluidity with Sybron that will allow us to grow. Their seamless service gives us the platform to achieve this. All our teams have total confidence in Sybron.

“For me, it is something I don’t even think about anymore,” concludes David. “As a Purchasing Manager, Sybron is at the back of my mind, which is the best place to be if you are a supplier.”

“Looking ahead, maintaining a top-class service gets harder as you grow, so more efficiencies are required,” adds Brad. “Our business has a strict growth strategy to ensure we maintain continuity of supply. We continually aim not just to be a box-mover, but to maintain a seamless service and be a real partner to our customers.”

For more information go to

On-brand interiors at German Doner Kebab

James Latham provides UK’s fastestgrowing fast food chain with HIMACS to boost visual appeal across sites nationwide.

James Latham, one of the UK’s leading independent materials distributors, has recently collaborated with German Doner Kebab (GDK), supplying over 1,000 sheets of HIMACS Cima and Orange for the fit-out of multiple UK sites.

As GDK expands its presence rapidly, with the ambition to become one of the top three fast-food chains globally, having a simple, easily recognised brand identity is key. With a distinctive black and orange palette, ensuring visual consistency across its UK sites was crucial to attain customer familiarity and brand loyalty.

To ensure this degree of uniformity was guaranteed, GDK commissioned on of the UK’s best-known boutique fabricators, Paradigm Woodworking Specialists, for the project due to its well-known reputation in the casual dining sector.

Material choice would be crucial given the busy kitchen and dining environment. Yes, the surfaces specified needed to be visually appealing, but also robust, hygienic and easy to clean, able to withstand strong detergents.

Approaching James Latham, its expert solid surfaces team was quick to recommend HIMACS, the multi-award-winning solid surface, to the fabricator, which embraced the decision to use the material with enthusiasm.

12mm Cima was chosen from a wide array of possibilities within the range. A dark, moody colour, Cima is part of the ‘Volcanic’ collection and evokes the look of black granite to achieve an on-brand contemporary, and sophisticated look.

Paradigm machined and installed the Cima in a variety of applications within the eateries’ interiors, including worktops, booth cappings, and condiment areas.

That’s not all, to add the distinctive orange flourish so synonymous with GDK’s identity, Paradigm also chose the vibrant, 12mm HIMACS Orange as an accent in some of the larger establishments. Running along the floor, as a guide for customers, this striking design element added visual appeal in high-traffic areas, whilst serving the practical purpose of bringing customers to the till.

Used in combination with natural stone, wood, and leather, also demonstrated how HIMACS is able to assimilate and complement other specified materials to create highly-attractive interiors.

Due to the scale of the order, the project was not without its challenges, particularly from a logistical perspective. With work commencing during the height of the Pandemic, bringing 1,000 sheets of HIMACS from its point of manufacture in South Korea to the UK was a monumental task.

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However, James Latham’s unrivalled knowledge, experience, and well-establish port facilities meant they were seamlessly able to build up the required stock. This was done in a phased way, eliminating potential shortages and responding to ad hoc requests from GDK’s project team when new jobs came online.

Commenting on the project and selection process, Stephen Redgrave, Director at Paradigm Woodworking Specialists, says, “HIMACS is an incredible material to work with, especially as it’s malleable and can be thermoformed to obtain interesting curves and shapes. The end results perfectly showcase its ability to enhance interiors and, as it can be easily cut to size, installed seamlessly, even in the tightest of spaces. It also played a crucial role in achieving the on-brand brief stipulated by the client, especially HIMACS Orange which is a near-perfect match for the colour used in GDK’s logo. Proof of success has been in the expansion of both ours and James Latham’s relationship with the brand, helping to deliver exceptional spaces as more projects come online.”

Orange is also available in 12mm thickness, with a matt finish, but can also be polished to achieve a gloss look. Stocked nationwide by James Latham, pricing is calculated according to quantity on project-by-project basis.

Available in a 12mm thickness, HIMACS Cima has a coarse grain style, and a satin surface finish. HIMACS

To find out more about HIMACS Cima click here. To find out more about James Latham and its extensive collection of HIMACS solid surfaces click here To find out more about Paradigm Woodworking Specialists click here

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He concludes, “James Latham helped us at every step of the journey, and its solid surfaces team’s advice and consultancy throughout was second to none.”

I Ching Radiator awarded the Best of the Best at Red Dot Design Awards

The distinction “Red Dot” has become established internationally as one of the most sought-after seals of quality for good design and now the I Ching has joined this exclusive group of innovative products to receive one.

The I Ching is a radiator like no other, appearing more like a piece of art and making a bold design statement. It’s minimalist, simplistic form hides a complex technical component and it’s 24 volt low voltage with transformer kit makes it safe even when positioned in wet areas, such as above a bath or in a walk-in shower.

Nick Duggan, MD at The Radiator Centre comments, ‘The I Ching is a really innovative and flexible product so I wasn’t surprised when it won. It’s not like anything we’ve seen before in terms of its streamlined appearance, having no wires or technical components visible, despite the advanced technology it has. It can also be operated by a digital, wireless thermostat which can be programmed for a week, helping to manage energy consumption.’

Depending on the space available customers can choose to install anything between one and five of the heating panels which come in four different lengths and can be hung vertically or horizontally, to create a totally unique design.

The Radiator Centre.

01727 840344

I Ching, the stainless steel heated towel rail designed by Elisa Ossinoa and available from The Radiator Centre, has captured the attention of the 43 judges at this year’s Red Dot Design Awards.  Beating thousands of entries from over 60 countries, it won an award in the Product Design section and in the most prestigious category: the Best of the Best.


This summer De Kuyper Liqueurs is inviting bartenders and customers to discover their ‘colourful cocktail vibe’, perfectly matched mood-based cocktails.

Launching on 30th June, the new campaign channels De Kuyper’s vision to Own the Cocktail for the trade and the consumer. By simply pairing trending and classic cocktails with moods and moments, De Kuyper inspires every individual to find their perfect serve for any occasion.

The multi-channel campaign featuring the ‘Colourful Cocktail Vibes’ creative and the perfect range of De Kuyper Liqueurs to celebrate any summer drinking occasion includes PR, Social Media, Influencer, Digital, On and Off trade activations and Amazon amplification.

The campaign will run for 13 weeks and will be brought to life through various activations throughout the summer period:

Consumers visiting Stonegate, Marstons and Mitchells & Butlers will be invited discover their unique ‘Colourful Cocktail Vibe’ through a personalised quiz here. Accessible on menus and online, the quiz has been designed to unlock consumers cocktail personality, matching their mood and the occasion with a recommended De Kuyper serve.

What’s more, De Kuyper is offering exclusive deals now until the 31st August through Matthew Clark, where the brand recently launched its 70cl liqueurs and newly created syrups. With any purchase, operators receive a free ROS driving kit, including cocktail recipe inspiration booklets to gift customers ordering De Kuyper cocktails.

• Point of Sale activations include branded glassware, cocktail shakers, jiggers and strainers along with menu clips, A frame and tabletop chalkboards and posters that will help bring Colourful Cocktail Vibes to life.

• Retail partnerships online and instore with Waitrose, Tesco, Sainsbury’s, Morrisons including interactive quizzes via QR codes and promotions to drive ROS

• 9-10th September: De Kuyper will showcase its colourful cocktails alongside renowned Michelin-star chefs at The Home of Food festival at Lord’s cricket ground. Festival attendees will have the opportunity to book a Cocktail masterclass with De Kuyper’s Global Brand Ambassador Max de Smit and create their own ‘Colourful Cocktail Vibe’

• 30th April to 30th September: The first De Kuyper cocktail terrace with Delta by Marriott in Liverpool launches. This vibrant space will be open until the end of September, offering bespoke cocktails throughout the summer.

Godelief van Erve, De Kuyper’s Global Marketing Director said, ‘We’re excited to be bringing our Colourful Cocktail Vibes campaign to the consumers via social/digital media and on-trade & off-trade activations this summer, with a variety of vibrant and delicious serves, perfectly matched to suit any mood or occasion. Whether it’s a refreshing Blue Lagoon, a sophisticated Kir Royale or fruity Passionfruit Martini, there’s a serve to suit everyone’s cocktail vibe. With over 325 years of distilling experience and a commitment to use the best possible quality ingredients, we create the best liqueurs that we know bartenders and customers love using in their cocktails.’

Bright pink, intense pool blue or a radiant orange: it’s not just the fashion world that’s going colourful this summer. Discover your #ColourfulCocktailVibe.

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Celebration Vibes? Enjoy a Kir Royale.


• 20 ml De Kuyper Crème de Cassis

• Top up with champagne or prosecco

Preparation: Add all ingredients to flute glass. Add ice. Stir gently to mix ingredients. Garnish if desired and serve.

Vacation Vibes? Enjoy a Blue Lagoon.


• 40ml De Kuyper Blue Curaçao

• 20ml Vodka

• 20ml fresh lime juice

• Lemonade

Preparation: Fill a long drink glass with ice. Add De Kuyper Blue Curaçao, vodka and lime juice. Top up with lemonade and stir gently. Finally, garnish with a slice of orange and serve.

Party Vibes, Enjoy a Margarita


• 20ml De Kuyper Triple Sec

• 40ml Tequila

• 20ml fresh lime juice

• 5ml sugar syrup (one barspoon)

Preparation: Fill a shaker or a large screw-top jar halfway with ice. Add all ingredients and shake vigorously for one minute. Strain into a margarita glass and serve immediately. As a garnish, a slice of lime on the glass is recommended.

Fruity Vibes? Enjoy a Passionfruit Martini.


• 40ml De Kuyper Passionfruit

• 30ml Vodka

• 15ml vanilla syrup (three bar spoons)

• 20ml fresh lime juice

• Pulp of a passion fruit

• 1 egg white (optional)

Preparation: Fill a shaker or a large screw-top jar halfway with ice. Add De Kuyper passionfruit, vodka, vanilla syrup, lime juice, passion fruit and optionally an egg white. Shake vigorously for at least a minute and strain into a martini glass. Garnish with half a passionfruit. Serve immediately and enjoy.

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#colourfulcocktailvibes @de_kuyper_cocktails

Making first impressions count

This month we spoke to Stephanie Hickford, Brand Manager for OOH, at Border Biscuits on the importance of offering a selection of complimentary items in room and how this can have a positive impact on guests.

Going above and beyond

We know it’s important for hotels to maintain the little touches that enhance a guests’ experience, such as offering a selection of complimentary items inroom. It’s all about creating a memorable experience from start to finish, and these small gestures can really help to have a positive effect on guests and encourage repeat custom.

We know that majority of guests (91%) say that complimentary items in their room make their stay much more memorable –it ultimately creates a home from home experience, so adding additional touches will elevate their stay. What’s more, over half of people (57%) say they also enjoy complimentary refreshments upon arrival during the check-in process – another way to make a great hotel stand-out from the crowd.

Meeting guests’ expectations

Recent Border research shows that 96% people said they expect tea, coffee, and biscuits to be part of a complimentary package upon their stay. With this in mind, we can firmly say there is a need for operators to really consider their inroom offering to meet this expectation. Guests are also looking for quality where they can, as budgets and finances remain tight. Therefore, it’s important that hotels maintain the little touches such as using accessible premium products to enhance a guest’s experience. Going that step further and offering these brands will ultimately provide a memorable treat for customers.

How to further profit opportunities

In the UK, nearly half of guests (49%) will enjoy biscuits in their hotel room, so we know that it’s a worthwhile investment for hoteliers, as it also brings opportunities to increase profits across the wider business. For example, if there is a bar area of coffee lounge on site, hoteliers should add biscuits to beverage menus so customers can enjoy delicious Border biscuits again – just as they did in their room.

How we can help

As the UK’s number one premium biscuit brand in the OOH channel1, Border really is a go-to brand in the hospitality sector. We’re a family-owned business that has been operating in the channel for 30 years, which gives us a complete understanding on what flavours and formats are most popular and how to really enhance your guests’ stays.

1Bidview 24/04/2023 & Brakes 52we 30Apr23
If you would like to find out more information about our range and stockists, please visit


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