Having spent 20+ years in hospitality, travel and the spa industry, including experience with…read moreSpafinder, i-SPA, Four Seasons and Marriott, I tend to notice the details. I've also experienced extraordinary five- and even six-star properties, and I've learned that true luxury isn't simply about what has been spent--it's consistency, attention to detail, anticipatory service and, most importantly, people who understand hospitality.
My best friend, Janel, and I took two days to simply be together and literally open the calendar to plan some of her future travels. With her children now in college, she's at a wonderful stage of life where she wants to see the world and experience the best of the best--five-star hotels, exceptional restaurants and memorable experiences. Hotel Viata seemed like the perfect setting.
The property is gorgeous--an Italianate gem tucked into the Texas Hill Country, with a sense of escape while still convenient to Austin.
And then there is Ashley Quarles, Director.
Honestly: How in the world is Ashley everywhere, and does she ever sleep?
She was there when I checked in. She was there at the spa. When something needed attention, she was there. When I had a question or offered feedback, she was there--and genuinely wanted to hear it.
After 20+ years in this industry, I recognize the difference between someone doing a job and someone taking ownership of the guest experience. Ashley takes ownership. She is warm, gracious, professional, responsive and remarkably receptive. Nothing seemed to be "someone else's department." If it affected a guest, she cared.
I don't say this lightly: Ashley Quarles is a significant reason Hotel Viata operates at the level it does. Beautiful properties can be built. Genuine hospitality comes from people.
The pool was a highlight. It is secluded, peaceful and exceptionally maintained. Every chaise lounge and piece of outdoor furniture was beautifully cared for, with plentiful, beautifully presented towels. I've stayed at five- and six-star properties where pool furnishings weren't maintained this well. Someone here is paying attention.
I also loved the live DJ poolside. Rather than generic piped-in music, an actual DJ quietly and discreetly created the atmosphere. The music enhanced the experience without interfering with conversation--sophisticated, relaxed and beautifully done.
Gabe, the pool and lounge/bar manager, was fantastic. He was present, knowledgeable, personable and refreshingly candid. He listened to what we liked and recommended what he genuinely thought we would enjoy--even steering us away from something he didn't think was right for us. That is anticipatory service rather than simply taking an order.
The spa is where I saw the greatest opportunity for refinement. It is intimate and boutique, but luxury spa hospitality begins before the treatment. Janel wasn't escorted to her locker or provided spa footwear, and her heated massage table wasn't functioning properly and was actually cool, requiring her to request another blanket.
These things didn't ruin the experience; they are opportunities. It's those seemingly small details that transform a good massage into an exceptional luxury spa experience. I shared them with Ashley, who listened without defensiveness and genuinely wanted to know. I left believing she would actually do something with the feedback.
Dinner was fantastic--quality ingredients, beautiful preparation and presentation.
And Luis was magnificent. He is a true mixologist who understands his craft and can explain the ingredients and thought behind his creations. More importantly, he understands anticipatory service. He listened to what we were looking for and essentially said, "Let me show you what I think you'll love."
He was right.
Our room was beautiful, with exceptionally comfortable beds, wonderful linens and a luxurious sense of space. We did have a temperamental telephone and a toilet that wasn't functioning quite properly. There were also small arrival-service inconsistencies involving assistance to the room and obtaining ice. These should be addressed, but they didn't define our stay.
After two decades in hospitality, I've learned: No property is perfect. What matters is what happens when something isn't perfect.
Hotel Viata already has the difficult pieces--a gorgeous property, beautiful rooms, excellent food, an exceptionally maintained pool and people who care. The smaller inconsistencies can be fixed.
Gabe demonstrated genuine hospitality at the pool. Luis demonstrated it at dinner.
And Ashley Quarles demonstrated it everywhere.
Janel and I came to relax, reconnect and dream about where her next adventures might take her. We left thoroughly enjoying Hotel Viata and appreciating the people who took care of us.
Beautiful hotels are easy to find. Beautiful hotels filled with people who genuinely understand hospitality are much rarer.
Hotel Viata has those people.