Canada's 10 Most Amazing Hotels to Experience In 2023.pdf

CANADA'S 10 MOST AMAZING HOTELS TO EXPERIENCE IN 2023
APRIL ISSUE : 11 2023
Global Insights
U lizing Business
Insights for Boos ng
Hotel Revenue
Industry Outlook
Latest Development
for Eleva ng
Hotel Growth

Let’s get
to
ready
luxuriate.
,

n recent years, Canada's hotel industry has undergone
Ia remarkable transformation, reflecting the changing
preferences and expectations of travelers. From the
breathtaking landscapes of the Rockies to the vibrant
cityscapes of Toronto and Vancouver, the hospitality sector
is adapting to cater to a diverse range of visitors.
One of the notable shifts has been the integration of
sustainability practices into the heart of the hotel
experience. Many establishments are embracing eco-
friendly initiatives, incorporating energy-efficient
technologies, and sourcing locally produced goods. This not
only aligns with global conservation efforts but also
resonates with travelers who seek responsible and
conscious lodging options.
Technology's influence on the guest experience cannot be
ignored. Contactless check-ins, smart room controls, and
personalized services through mobile apps are becoming
commonplace. These innovations streamline processes and
provide a more tailored and seamless stay, catering to the
tech-savvy traveler while maintaining a high standard of
convenience.
Diversity in accommodation offerings is another hallmark
of Canada's hotel evolution. Boutique hotels that capture
the essence of their surroundings, luxury resorts that
pamper with world-class amenities, and budget-friendly
lodgings that prioritize comfort are all part of the landscape.
This variety ensures that every traveler, regardless of their
preferences or budget, can find a perfect home away from
home.
As Canada's hotel industry continues to adapt and innovate,
it remains a crucial component of the country's tourism
sector. Insights Success, through its latest edition of
Canada's 10 Most Amazing Hotels to Experience In
2023, brings forth the leader's blend of natural beauty,
modern comforts, and cultural experiences to create an
alluring tapestry that captures the hearts of both domestic
and international guests.
Have a mesmerizing read ahead!
-PrashikD.Bombarde
Canada's Evolving
Hotel Experience

C
o
n
t
e
n
t
s
Le Saint-Sulpice
Hotel Montreal
36
The Deluxe Retreat
Alex
Siedes
CxO
44

Le Monastere
des Augustines
Serving Exclusive Luxury Experience Ins lling
its Historic Touch
Indulge in a Haven of Luxury and Sustainability Latest Developments for Eleva ng
Hotel Growth
U lizing Business Insights for Boos ng
Hotel Revenue
08
32
40
48
Auberge
du
Vieux-Port
A Luxurious Retreat in
the Heart of Old Montreal
26
The Wickaninnish Inn Industry Outlook
Global Insights
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April, 2023
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Allison Fairhurst
General Manager
Abigail's Hotel
abigailshotel.com
Located in roman c
downtown Victoria, Bri sh
Columbia, Abigail’s is a
bou que bed-and-breakfast
hotel that blends historic
accommoda on with a
dis nc ve and charming
guest experience.
Mandy Farmer
CEO
Hotel Zed Kelowna
hotelzed.com
Hotel Zed thrives on
rebellion, celebra ng the
unordinary and obsessed
with combining a retro
aesthe c with modern
comfort. The hotels are the
an dote to boring travel,
with ameni es and
services.
Isabelle Duchesneau
Founding Director & Head of
Strategic Development
Le Monastère des
Augus nes
monastere.ca
Le Monastère offers visitors a
unique experience in global
health as well as a living
contact with the heritage of
the Augus nes. Welcoming
visitors without dis nc on of
culture or religion and
approach the religious from
its historical and cultural
angle.
Marc-Andre Dandeneau
General Manager
Le Saint-Sulpice Hôtel
Montréal
lesaintsulpice.com
Among the first Old
Montreal bou que hotels,
Le Saint-Sulpice Hotel
Montreal exudes
authen city. History feels
alive here.
Dimitri Antonopoulos
President & CEO, Gray Collec on
Auberge du Vieux-Port
aubergeduvieuxport.com
Formerly a 19th-century
warehouse, Auberge du
Vieux-Port is a charming
bou que hotel in Old
Montreal, featuring a
convivial restaurant,
roo op terrace and
unique event spaces.
Hotel
Featuring
Brief
Hotel
Featuring
Brief
Hotel
Featuring
Brief
Josef Ebner
RVP & MD
Chelsea Hotel
chelseatoronto.com
At the Chelsea Hotel,
Toronto, has many services
and offerings related to
pets, accessibility and fun
extras like the Family Fun
Zone and E|CLUB Lounge.
Madone Pelan
General Manager
Oak Bay Beach Hotel
oakbaybeachhotel.com
The Oak Bay Beach Hotel,
an elegant luxury
bou que resort nestled on
the shores of Vancouver
Island. A hideaway that
retains its old-world
charm while offering
contemporary style and
memorable service.
Charles McDiarmid
Managing Director
The Wickaninnish Inn
wickinn.com
The Wickaninnish Inn is
situated on the tradi onal,
ancestral and unceded
territory of the Tla-o-qui-aht
First Na on, and they wish
to acknowledge and
recognize the lands on
which they stand and share.
John Cudmore
General Manager
The Holman Grand
theholmangrand.com
Memorials are an important
part of culture's history and
tradi ons. For this reason, The
Homan Grand wants to share
how honoured they are to
have the Holman name as the
founda on of the hotel brand.
Dylan Meisner
General Manager
White Point Beach Resort
whitepoint.com
White Point Beach Resort has
weathered nine decades of
Nova Sco a’s history, catering
to the needs and wants of
their guests.

In today's modern-day lives, we are bound to get
grumbled within the spirals of attaining a work-life
balance. No matter how determined we are, we tend to
fail to achieve it. The reasons could be different, but all we
want to achieve is leisure and peace while striking a
balance.
Being stuck with the schedules brings us back to the
question, how could we attain the taste of luxury while
having time for wellness? Well, it definitely does! And the
answer to that lies in the sociocultural wellness venture that
goes by the name Le Monastère des Augustines.
This propitious paradise situated in Quebec offers an
abundance of cultural and spiritual horizons to the visitors
towards their journey of experiencing social and spiritual
accompanied by the inspiration of fervor and compassion.
Comes with a dash of warm and hearty hospitality that aids
with rest and renewal for their acquaintances.
With a sheer commitment to abiding by its historic heart
that lies in the heritage and beautiful memory of
Augustinian Sisters, they believed in the ancestorial and
spiritual history associated with definitions of wellness that
decades back, and they still shine brightly upon their origin.
The premises of Le Monastère is strongly bound to its
origins. The visitors have experienced and tend to
embrace them into their spiritual existence. It
embarks with enhanced accommodation,
museum, and archive centers along with
programs, boutiques, and specialized
services as need be. They also have
heritage event rooms for several
event planning and much more.
Without further ado, let's dive in:
Historic Connect
"Le Monastère des Augustines is a haven of peace,
culture, and wellness."
Mentioning the historical connection, Isabelle shares the
various aspects of Le Monastère and the way it connects
with its generic history. She states, "Nearly four centuries,
the Augustinian Sisters devoted themselves to caring for
bodies and souls while laying the foundation of the North
American healthcare system."
Confronted by their community's decline, they passed on
their precious heritage within their lifetime. To do so, they
entrusted their founding monastery, as well as the collection
and archives housed within their 12 monastery hospitals, to
the public.
Ever since its official opening in 2015, Le Monastère offers
its guests an unprecedented journey toward well-being and
a privileged connection with the unique and touching story
of a community of nurses with Universal values.
Adding to that, she adds, "Le Monastère offers visitors of
all cultures and beliefs a unique pathway to wellness in the
heart of history."
The non-profit organization also offers support and respite
to caregivers through its social mission. Each visit makes a
difference as it gives back to the community.
Luxury Experiences at Le Monastère
Isabelle proudly states, “As soon as you set foot in Le
Monastère des Augustines, the experience begins. The
historical character of the building, combined with a
modern touch, offers a warm and welcoming atmosphere to
the guest.”
Being more specific about the welcome gestures and the
way visitors are welcomed, she exceeds saying, "The visitor
notices a smell that is unique to Le Monastère, its signature
scent of the essential oil 1639. This unique atmosphere is
known as the “spirit of the place.”
With the special treatments given at their facility, she
shares, “Le Monastère welcomes individual guests, group
retreats, and business events. Each visitor lives a unique

experience as we customize the stays to respect the needs of
everyone.”
What also sets us apart is the coherence and integration
where culture, wellness and the quest for purpose come
together.
Secret Ambiance
The infrastructure stays true to the antiqueness while
serving all types of guests, and the setting of Le Monastère
is unique in its way.
Mentioning the infrastructure, she says, “The hotel is in a
restored former cloister, whose rooms and hallways are
dotted with pieces from the Augustinian collection, giving
the impression of sleeping in a museum. There are two
different types of rooms to choose from.”
Describing the rooms and their senses, Isabelle adds, “The
authentic rooms are in restored former nuns' cells. The
contemporary rooms offer all the modern comforts in a
refined décor in harmony with the heritage character of the
place.”
The features of Le Monastère include the treatments,
describing that she says, “The group invites guests to slow
down and disconnect from their busy lives to connect with
their inner selves. Although Wi-Fi is provided, there are no
televisions or telephones in the rooms.”
The additional features include the disconnect and
reconnecting with themselves, stating the same she says,
"Le Monastère offers visitors several ways to connect with
the Augustinian heritage like experiential accommodation,
a museum, a program of activities around holistic health
and culture, mindful & healthy cuisine, and spa
treatments."
Special Attributes Le Monastère
While talking about the ambiance at Le Monastère, Isabelle
states, “The first thing that comes to mind is the authenticity
and the history of Le Monastère, which is more relevant
than ever.”
While mentioning the simplicity, she says, “We
underestimate the importance of simply getting back to
basics.”
The experience comes accompanied by the touch of an
immensely rich variety of delegacies. The experience
offered comes in a variety of packages that all have one
thing in common, that is, “Helping our guests achieve
balance and wellness whilst keeping alive the material and
also the immaterial legacy of the Augustinian Sisters.”
Elaborating on the above-mentioned legacies, she clarifies,
stating, “The material legacy refers to the building and the
collections. While the immaterial legacy refers to the know-
how and the values of the Augustinians.”
Further describing the culture, she says, “Le Monastère has
been cultivating a legacy of care for almost 4 centuries. We
are dedicated to helping people become more conscious of
how important it is to care for themselves first, to care for
others, and to care for our planet.”
An excellent example of immaterial heritage is “The silent
breakfast.” Further elaborating, “Just like the Augustinian
Sisters devoted mealtimes to silence because this allowed
them to be present with themselves and others, ponder, and
experience a moment of inwardness.”
The enthusiastic staff warmly welcomes their guests;
talking about the welcome gestures, she says, “Le
Monastère invites its guests to live a similar experience, to
be present, to experience mindful eating, and to start the
day in a calm setting with a precious moment for
themselves.”
This is only one of the many examples in which Le
Monastère provides an exceptional hotel experience
empowered by the impact of the culture and people who are
passionate about history are enlightened by their wellness
activities.
Isabelle's Touch Into the Making
Depicting her expertise in the industry and innovations that
came along the way. She opens up about her experience till
now, saying, “My 37 years of management experience in
the tourism field and passion for holistic health led me to
join the wonderful adventure of Le Monastère des
Augustines in 2012, three years before its opening.”
Isabelle, the founding director, narrates her journey
mentioning the beginning, “I built the business model of the
non-profit organization and later led its creation,
implementation, start-up, and development until the
beginning of 2022.”

Stating the current scenarios whilst being in her view,
“I continue to help Le Monastère in its strategic
development in addition to acting as a Strategic Advisor for
organizations and companies interested in sustainable
tourism and wellness.”
Tokens of Luxury at Le Monastère
The history goes back to the Augustian Sisters; while
adding to it, she says, “The Augustinian Sisters devoted
their lives to caring with benevolence and compassion for
the sick and the poor.”
Similarly, today Le Monastère pursues its values of
hospitality, respect, commitment, compassion, and
benevolence.
Describing the culture of hospitality at Le Monastère, she
shares, “Every guest is welcomed as any family member
would be welcomed. Listening and being present to our
guests is crucial as we wish to accompany them according
to their needs.”
Talking about their staff, she states, "Our staff chooses to
work with us mainly because the values rooted in our
management philosophy around sustainable development
and our corporate culture correspond to theirs. It gives
meaning to their work as they are involved in collaborative
project bigger than any of us."
Enriching Services
While embracing the changes in the hospitality industry has
witnessed a fast-paced change in the last few decades, and
organizations need to use a variety of new technology tools
today to ensure business success and customer satisfaction.
Stating the scenarios at Le Monastère, she mentions, "We
are constantly seeking the valuable balance between the use
and update of many essential technological tools and the
need for human contact and personalized service for our
guests' profiles in connection with the nature of our unique
product."
Viable Developmental Advances
The need to instill advancements into all the arenas of
development still needs to entrail the originality whilst
fleeting to advancing ventures. Thereby, describing the
basis of Le Monastère and its reputed legacy, she states,
"The very nature of Le Monastère is pursuing the
Augustinian heritage full of traditions, values, and know-
how."
The ones in already a part of the industry, like owners and
managers, stand by a few hacks, stating those she says, "As
owners & managers of many hospitals, apothecaries, and
caregivers, circular economy and responsible use of all
resources were very important and part of their DNA. As
sustainability, today is an important and integral part of
our management philosophy at all levels of the
organization.”
For instance, if we consider looking at the way many have
taken various actions in sustainable development during the
renovation of the historic building. They have carried
integrated practices that were implemented, the use of
renewable natural gas heating, broad wellness programs for
guests as well as for employees, urban beekeeping, local
and eco-responsible purchasing policy and installation of
charging stations for electric vehicles too.
Furthermore, speaking of their personalized missions, she
shares, “Our cultural and social missions include a
multilevel pricing policy to provide access to all. Our
cultural and educational programming highlights ancestral
know-how.”
Adding more to it, she says, "Including special programs
dedicated to a family caregiver, respite and renewal for
healthcare workers, and partnerships accompanied with
community-based organizations including food surplus,
work integration of people with disabilities, and much
more."
Facing the Challenges of the Hotel Buzz
Into the hotel buzz, whilst providing exclusive luxury-
oriented experiences, requires dealing with numerous
barriers too. Be it any industry; it is just an obvious part of
it.
Describing the adversities, she states, “There are many
challenges faced by our industry, especially since the
pandemic, such as the rise of costs, labor shortages,
operational issues, and changes in traveler's behavior.”
Specifically mentioning, Isabelle says, “Here at Le
Monastère, creativity (thinking outside the box),
authenticity, resilience, flexibility, constant questioning
ourselves, proactivity, and adaptation to change are at the

heart of our management philosophy to navigate through
these many challenges.”
Stating the current scenarios, she further states, "We are
focused on building our corporate culture around the sense
of purpose and well-being of our employees, refining our
unique positioning by staying on top of global trends, and
delivering an authentic wellness experience to our guests."
Word of Advice for Aspirants
While advising aspirants, she states that in a field like the
hotel industry, authenticity is extremely essential; she
further adds, “Stay authentic to yourself and take care of
yourself so you may better care for others such as your
employees, your guests, and your family.”
Isabelle mentions, "Make sure you get to know yourself
better so you may surround yourself with competent people
who can complement you. Lastly, think of integrating
sustainable development and individual and collective well-
being into your management philosophy."
Continuing to Exclusive Luxury-oriented Future
Sharing the major peculiarities of Le Monastère, she states,
“The particularity of Le Monastère is that we must consider
the balance between the development of both economic and
social aspects to ensure the viability of its mission for future
generations as well as the financial health of the
organization.”
Creating a vision for the future requires futuristic plans that
would define the visions for the future; Isabelle mentions,
“Before making important decisions on the development of
new products and services, in 2023, we will launch a
research project. Which would be in collaboration with
experimented researchers to assess the benefits of our
current programs on the health and wellness of our guests,
to better refine our approach, products, and services for
the future.”

The hotel's unique Montreal
experiences are highly
sought a er by travelers
searching for an
unforge able journey. This
can set the hotel apart from
other hospitality businesses,
helping to draw in more
patrons.
Dimitri Antonopoulos
President, and CEO
Gray Collec on
April, 2023 www.insightssuccess.com
26

Auberge du
Vieux-Port
A Luxurious Retreat in the Heart of Old Montreal
We all know the importance of taking
a break from our frantic schedules.
In a world where competition is
intensifying, it can be difficult to find the time to
pause and take a breather from our responsibilities.
Taking a day off from the hustle and bustle of our
daily lives can be a great way to refresh and
recharge for the next day ahead. Whether it be a day
spent relaxing at home or a quick getaway to a far-off
destination, taking a pause from the daily grind is an
opportunity to find a much-needed escape.
For those looking for a luxurious yet timeless escape
from the turmoil of everyday life, Auberge du Vieux-
Port in Old Montreal is the perfect destination. Boasting a
unique mix of traditional European charm and modern
refinement, the hotel offers cobblestone streets, picturesque
architecture, lively cafés, and exceptional culinary options -
All combining to create an unforgettable experience.
Its luxurious amenities, including two restaurants and a
rooftop terrace, provide the perfect opportunity to take a
break from the stress of the day and indulge in some much-
needed rest.
Nestled within the beating heart of the city’s rich history is
the luxurious Auberge du Vieux-Port, where a warm and
welcoming ambiance awaits. This dazzling abode boasts a
splendid fusion of lively culture, grandiose architecture, and
endless possibilities.
From the cozy coffee shops dotting the Old Port to the chic
Canada's 10 Most Amazing Hotels to Experience In 2023
boutiques lining the Mile End, this dreamland caters to all
your desires. Be it a romantic getaway or an immersive
cultural expedition.
For over 25 years, this charming gem nestled in the heart of
Old Montreal has stood tall as a beacon of history with its
elegant 19th-century architecture. Renowned for its
dedication to creating a unique, heartfelt experience, this
remarkable hotel is housed in a stunningly restored and
modernized historical building, with just 45 rooms that are
elegantly designed with plush furnishings, stately wrought-
iron beds, brick and stone walls, as well as exposed wood
beams. Every detail has been carefully crafted to make sure
guests feel at ease and pampered.
As we progress on this remarkable journey of extravagance,
let us explore further:
Please brief our audience about your Hotel, its USPs,
and how it is currently positioned as a prominent name
in the hospitality industry.
Owned by Gray Collection, Auberge du Vieux-Port has
been a boutique hotel located in Old Montreal for over 25
years. The hotel is housed in a historic building that dates
back to the 19th century, and it offers a unique blend of old-
world charm and modern amenities, along with three
sought-after food and beverage outlets.
Auberge du Vieux-Port is a unique hotel situated in the
heart of Old Montreal, a historic and charming
27

neighborhood. Its location provides guests with stunning
views of the St. Lawrence River and easy access to many
attractions. Moreover, the hotel is committed to delivering a
warm and personalized experience, with 45 rooms housed
in a renovated and restored historic building. Each room is
beautifully decorated and equipped with top-notch
amenities and iron-rod beds, while the brick and stone walls
and exposed wood beams offer an extra touch of charm.
Shed some light on your offerings and how they impact
the hospitality industry as well as your clients.
The hotel’s unique Montreal experiences are highly sought
after by travelers searching for an unforgettable journey.
This can set the hotel apart from other hospitality
businesses, helping to draw in more patrons.
Furthermore, Auberge du Vieux-Port’s exceptional offerings
have a significant effect on the customer experience,
resulting in positive reviews, returning customers, and
word-of-mouth referrals. This enhances not only the hotel’s
prestige and profitability, but also it’s standing in the
hospitality industry. From Brasserie Gaspar to Pincette, the
rooftop terrace, and the cozy lobby living room with a
fireplace and a chess table, guests are sure to enjoy a unique
and memorable stay.
Please brief us about the featured person’s
(s) journey in the industry and how they
have contributed to the company’s success.
Dimitri Antonopoulos, President of Gray Collection, is a
renowned figure in the hospitality industry. His family has
been part of it for more than 50 years since his Greek
immigrant father, Costa, and his uncle Tony first opened
their restaurant Le Coin (Now Vieux Port Steakhouse), and
then their first hotel, the Auberge du Vieux-Port, in
Montreal. Dimitri, along with his siblings and cousins,
began his career at a young age in the family business,
eventually leading to the formation of Gray Collection with
his father, Costa, and his siblings in 2022. This venture was
created to deliver authentic hospitality experiences,
highlighting the best of Montreal while honoring its history.
Costa’s guidance and support and Dimitri’s leadership have
enabled Gray Collection to become one of Montreal’s
premier hospitality businesses. Auberge du Vieux-Port,
Hotel William Gray, and Le Petit Hotel offer luxurious
lodgings, attentive service, and unique experiences. With
ambition, the organization further extended to Ottawa’s
Metcalfe Hotel, its first venture beyond Montreal. Dimitri’s
powerful leadership has created an inventive and hospitable
corporate atmosphere, incorporating highly trained
personnel. Additionally, he and his family have made
28

beneficent contributions to Montreal charities and
advocated the metropolis as a tourist destination. Thus, his
achievements have been acknowledged, and his influence
will undoubtedly be remembered.
Being an experienced leader, share your opinion on how
the adoption of modern technologies has impacted the
hospitality sector. How has your association
incorporated such technologies into its daily operations?
The hospitality sector has been significantly impacted by
the adoption of modern technologies in recent years,
allowing hotels and other businesses to increase their
efficiency and profitability, as well as enhance guest
experiences. Digitalization, with online booking systems,
mobile apps, and digital marketing channels, has been a key
factor in this shift. The Gray Collection has embraced
automation and AI-powered technologies to improve its
guests’ experiences and streamline operations; cost
reductions, coupled with personalized recommendations
and support, have been a major contributor to their success.
Thus, the combination of modern technology and human
interaction has proven to be beneficial for the hospitality
sector.
What would be your advice to budding entrepreneurs
who aspire to venture into the hospitality industry?
Before jumping into any business venture, it’s important to
do thorough research. It’s crucial to have a unique concept
that sets you apart from the competition. But the most
important element is that hospitality is all about providing
excellent customer service and creating a memorable
experience for your guests. Focus on delivering exceptional
service, creating a welcoming environment, and going the
extra mile to exceed your customers’ expectations.
How do you envision scaling your Hotels’ functions and
offerings in 2023 and beyond?
It will be important to keep our guest experience in mind by
adding new amenities and services that align with our brand
and visitors. We will look for ways to personalize even
more our guest journey, such as offering customized
packages with understated local luxury moments. And
experiences.
Aiming to grow, Gray Collection will explore extending our
hospitality services beyond what is traditionally offered.
This could be done by extending our physical presence or
joining forces with other businesses in the hospitality
Tomorrow’s hospitality lies at the
intersec on of human connec on,
sustainability, and technology. While
technological advancements will con nue
to drive efficiency and convenience, the
human aspect of the industry will remain
crucial for success. Personalized service,
crea ng meaningful connec ons with
guests, and building authen c
rela onships will con nue to be the
founda on of our industry. As consumers
become increasingly environmentally
conscious, hotels will need to priori ze
sustainability to remain compe ve.
Implemen ng eco-friendly prac ces,
sourcing locally produced goods, and
offering sustainable ac vi es can all
appeal to environmentally conscious
consumers. Leveraging technology can
also enhance the guest experience, such as
using mobile apps for guest
communica on or implemen ng
automated check-in/check-out processes.
Ul mately, the future of the hospitality
industry will need to balance the human
touch, sustainability, and technology to
remain successful in a rapidly changing
world.
29

1. Condé Nast Traveler Readers’ Choice Awards: Auberge
du Vieux-Port has been named one of the best hotels in
Canada by the readers of Condé Nast Traveler.
2. Travel + Leisure World’s Best Awards: The hotel has
been ranked among the top 10 hotels in Canada by the
readers of Travel + Leisure.
3. TripAdvisor Certificate of Excellence: Auberge du
Vieux-Port has received the TripAdvisor Certificate of
Excellence, which is awarded to hotels and businesses
that consistently earn great reviews from travelers.
4. Forbes Travel Guide Four-Star Award: The hotel has
been recognized as a Forbes Travel Guide Four-Star
hotel for its exceptional service and amenities.
5. Quebec Tourism Awards: Auberge du Vieux-Port has
received multiple Quebec Tourism Awards, including
the Grand Prize for Tourism, Culture, and
Communications.
6. Prix Ulysse: The hotel has received the Prix Ulysse
from the Alliance de l’industrie touristique du Québec
for its outstanding contribution to the tourism industry
in Quebec.
sector. Ultimately, we are devoted to providing our
customers with the same warm, hospitable service that we
have always been known for, as it is the cornerstone of our
continued success.
Please give us a few testimonials of your
clients/customers and a list of awards/recognitions that
accurately highlight your association’s position in the
market.
Here are some quotes from guests who have stayed at
Auberge du Vieux-Port:
“Auberge du Vieux-Port is the perfect blend of modern
luxury and historic charm. The staff was friendly and
attentive, and the rooms were beautifully designed and
comfortable.”
“I had an amazing stay at Auberge du Vieux-Port. The
location is unbeatable, the views are stunning, and the
service was top-notch.”
“Auberge du Vieux-Port is a true gem in the heart of
Montreal. The hotel’s unique architecture and cozy
atmosphere make it the perfect place to relax and unwind.”
These are some of the awards and recognitions that the
hotel has received:
30

Latest
Developments
forElevating
Hotel Growth
32

he hospitality industry is in a state of continuous
Tevolution, driven by changing guest preferences,
technological advancements, and global trends. In
this ever-shifting landscape, hoteliers are keenly focused on
staying ahead by embracing the latest developments that
have the potential to elevate growth.
Further, we delve into some of the most impactful and
promising trends that are shaping the future of the hotel
industry:
Sustainable Practices: The Green Wave
Sustainability has transcended from a buzzword to a critical
driver of hotel growth. As environmental consciousness
grows among travelers, hotels are actively adopting eco-
friendly practices. From energy-efficient systems and waste
reduction initiatives to sourcing local and organic products,
sustainability initiatives resonate with modern travelers and
contribute to a positive brand image.
Technology Transformation: Seamless Guest
Experiences
Technology continues to redefine the guest experience.
Mobile check-ins, keyless entry systems, and smart room
controls are becoming commonplace, allowing guests to
have a seamless and personalized stay. Additionally,
advancements in Artificial Intelligence (AI) are enabling
chatbots and virtual concierge services, enhancing guest
interactions, and providing quick assistance.
Wellness and Well-being: A Holistic Approach
The wellness trend has transcended beyond spa treatments
and fitness centers. Hotels are offering holistic experiences
Industry Outlook
33

that cater to guests' physical, mental, and emotional well-
being. Yoga and meditation classes, healthy dining options,
and dedicated spaces for relaxation are becoming integral
parts of the hospitality experience.
Contactless Everything: Post-Pandemic Adaptations
The COVID-19 pandemic accelerated the adoption of
contactless technologies. Online bookings, digital menus,
and touchless payment systems have become standard
offerings. As travel rebounds, hotels are likely to continue
implementing these measures to ensure guest safety and
convenience.
Bleisure Travel: Blending Work and Leisure
The rise of remote work has given birth to "bleisure" travel,
where guests mix business with leisure. Hotels are adapting
to this trend by offering flexible workspaces, high-speed
internet, and packages that combine work amenities with
recreational activities, enticing guests to extend their stays.
Authentic Local Experiences: Beyond Tourist Traps
Modern travelers seek authentic local experiences that go
beyond the usual tourist attractions. Hotels are collaborating
with local artisans, guides, and businesses to curate unique
experiences that offer a genuine taste of the destination.
This approach enhances guest satisfaction and encourages
repeat visits.
Creative Food and Beverage Concepts: Culinary
Exploration
Food and beverage offerings have become a significant
differentiator for hotels. Creative menus, farm-to-table
concepts, and collaborations with celebrity chefs are
elevating the culinary experiences for guests. Hotels are
also offering cooking classes and curated dining events to
engage guests on a deeper level.
Data-Driven Decision Making: Personalization at Scale
Data analytics is revolutionizing how hotels operate and
market themselves. By analyzing guest preferences,
booking patterns, and feedback, hotels can personalize
marketing campaigns and tailor guest experiences. This
targeted approach enhances guest satisfaction and drives
loyalty.
Boutique and Lifestyle Hotels: Unique Appeal
Boutique and lifestyle hotels are gaining popularity for their
distinctive designs and personalized service. These
properties cater to niche markets and offer experiences that
resonate with specific guest segments, contributing to brand
loyalty and repeat business.
Health and Safety Standards: Building Trust
The pandemic underscored the importance of health and
safety. Hotels are implementing rigorous cleanliness
protocols and transparent communication to build trust with
guests. Certifications and partnerships with health
organizations reassure travelers that their well-being is a
priority.
Destination Weddings and Events: Celebratory Escapes
Hotels are capitalizing on the demand for destination
weddings and events. By offering picturesque locations,
comprehensive event planning services, and unique
experiences for attendees, hotels are positioning themselves
as sought-after venues for celebratory occasions.
Virtual Reality (VR) and Augmented Reality (AR):
Immersive Previews
Virtual reality and augmented reality are transforming how
guests preview accommodations and experiences. Hotels
are using VR and AR to offer immersive virtual tours,
allowing potential guests to explore rooms, amenities, and
surroundings before making a reservation.
Collaboration with Online Travel Agencies (OTAs):
Strategic Partnerships
Hotels are forming strategic partnerships with OTAs to
expand their reach and boost bookings. These
collaborations allow hotels to tap into OTAs' extensive user
base and benefit from their marketing and distribution
channels.
To Conclude,
The hotel industry's evolution is marked by dynamic trends
that cater to changing guest expectations and market
dynamics. From sustainability initiatives and technology
integration to wellness offerings and personalized
experiences, these developments are shaping the future of
hospitality. As hotels navigate this landscape, embracing
these trends can lead to elevated growth, enhanced guest
satisfaction, and sustained success in a competitive market.
- P. D. Bombarde
34

Marc-André Dandeneau
General Manager
Le Saint-Sulpice Hôtel
Montréal
36

Le Saint-Sulpice Hôtel Montréal is
an oasis in this hectic world, inviting
people to live life to the fullest. It’s a
place where you can escape the
monotony of everyday life and
immerse yourself in a world of luxury
and comfort.
It is a unique and elegant boutique
hotel that boasts a blend of modern and
classic styles. The hotel is designed to
provide guests with a luxurious and
comfortable experience during their
stay. Each room and suite is uniquely
designed and equipped with all the
modern amenities to ensure your stay
is nothing short of spectacular.
The hotel is surrounded by some of the
most famous landmarks in Montreal,
including the Notre Dame Basilica, the
Old Port of Montreal, and many other
historical and cultural attractions. The
location is ideal for anyone looking to
experience the rich history and culture
of the city.
It is also renowned for its exceptional
hospitality and personalized service.
The staff is highly trained to cater to
every guest’s needs and desires,
making sure that their stay is
Life can feel like a never-ending
loop of familiar activities,
leaving us feeling trapped and
uninspired. Many of us have a daily
schedule that can feel like a chore, with
the same morning alarm, same
commute, same lunch, same evening
walk, and same bedtime. While it’s
easy to become complacent and stuck
in a mundane cycle, it doesn’t have to
be this way.
Seeking freedom and a break from the
regular can be a challenge when stuck
in the same place. If you’re looking for
a tranquil destination, diverse cuisine,
captivating views, and an incredible
experience, Le Saint-Sulpice Hôtel
Montréal might be your best bet.
comfortable and enjoyable. Whether
you are visiting Montreal for business
or leisure, Le Saint-Sulpice Hôtel
Montréal offers an unparalleled
experience that will leave you feeling
pampered and rejuvenated.
Join us as we delve into the journey of
comfort and luxury!
Please brief our audience about your
Hotel, its USPs, and how it is
currently positioned as a prominent
name in the hospitality industry.
Le Saint-Sulpice Hotel Montreal is a 4-
star, 4-diamond luxury boutique hotel
located in the center of Old Montreal.
Offering 108 suites with a variety of
individual styles and stunning views of
either the historic cobblestone streets
of Old Montreal or the hotel gardens, it
is the perfect destination for a
luxurious stay.
Shed some light on your offerings
and how they impact the hospitality
industry as well as your clients.
Location, location, location!
Everything is about location. Right in
the old town, our establishment is
Le Saint-Sulpice
Hôtel Montréal
Canada's 10 Most Amazing Hotels to Experience In 2023
37

He worked for different brands and
independent hotels. He graduated
from the ITHQ (Quebec Hospitality
and Tourism) and specialized in
hotel openings and restructuring of
operations.
Being an experienced leader,
share your opinion on how the
adoption of modern technologies
has impacted the hospitality
sector. How has your association
incorporated such technologies into
its daily operations?
Technologies are helping hotels to be
more efficient in their communication
with their guests, reduce labor
expenses, increase room revenue and
other revenues, and be quicker to
improve our standards and processes.
What initial challenges did you and
your association face, and how did
you drive your Hotel to sustain
operations while ensuring the safety
of your customers?
It’s all about the employees. After the
pandemic, we had some safety issues
in many hotels since we were short-
staffed. Not only having a full team is
important, but their training is
paramount. Once the team is well
trained, it’s important to keep them
engaged and happy in their workplace
renowned for the largest suites in
downtown Montreal and our hidden
garden in the inward courtyard. Le
Saint-Sulpice Hotel is the perfect
postcard to promote Montreal as a
destination of choice.
Please brief us about the featured
person’s (s) journey in the industry
and how they have contributed to
the company’s success.
Marc-André has more than 20 years of
experience in the hospitality industry.
with good business culture. A
committed employee will give it back
in customer service and safety
awareness. Empowerment and
ownership are the keys to success!
What would be your advice to
budding entrepreneurs who aspire to
venture into the hospitality
industry?
It’s a question of passion. Passion for
the service and the people. Best advice:
surround yourself with experts in their
fields. You don’t need to be good at
everything. You just have to inspire
trust and give it to your team in return.
It’s important to have a clear vision of
where you want to take your team.
How do you envision scaling your
Hotels’ functions and offerings in
2023 and beyond?
With technology, we tend to forget
about human beings. Most of the hotels
are pretty much the same. In the end,
the difference is the people! Creating a
unique guest experience is the best way
to differentiate our establishment from
others.
Please give us a few testimonials of
your clients/customers and a list of
awards/recognitions that accurately
highlight your association’s position
in the market.
● 2013: We won the Worldwide
Hospitality Awards: for our
campaign La valise (the suitcase:
short film marketing campaign);
info:
https://www.lesaintsulpice.com/en/h
otel/indulge-your-imagination
● 2015: Hotelia Award for our book
Suite Stories, edited by the hotel
● 2022, 2021, 2020 Tripadvisor
Travellers’ choice.
● 2019, Marc-André Dandeneau
received the special mention Jury of
the Hotelia award for the Human
resources initiatives.
38

behind the scenes of a show
or access temporary
exhibitions outside of
general public opening
hours. Additionally, guests
can enjoy privileged
meetings with Quebec
artists. Our hotel also offers
an exclusive experience,
with art and culture being a
part of our DNA. A
permanent exhibition in our
public area features talented
Montreal photographers and artwork
by the famous Quebec designer Jean-
Claude Poitras.
Suite Stories: A Collection of Short
Stories by Canadian and International
Authors in the comfort of their Suite.
VIP Events: The hotel occasionally
hosts events for all guests in Montreal,
which incorporate technology such as
QR codes, digital platforms, and smart
TVs to communicate efficiently with
customers. However, these experiences
are not solely based on technology.
What is your opinion on the future
of the hospitality industry
concerning changing customer
preferences due to advancements
and innovative services?
In the upcoming years, hotels will face
two types of guests: those who
prioritize technology for efficiency and
those who value human interaction.
Meeting guest expectations promptly is
crucial, including reducing wait times,
providing 24-hour services, and
responding quickly to emails. New
technologies like mobile room keys,
robots for room service, and chatbots
for customer service can help, but
personalization and warmth should not
be sacrificed. Incorporating new
technologies is necessary to make up
for staff shortages, but hotels must
maintain a personalized experience for
guests. Le Saint-Sulpice Hôtel
Montréal is embracing new
technologies while prioritizing a
personalized customer experience
through their signature SoSulpice!
initiative.
Original Tours: We have created
original routes that you will not find
anywhere else and are accessible to our
guests only! This unique activity
allows our guests to visit other
neighborhoods like Montrealer, thanks
to routes developed by our employees
or by Montrealer experts.
Local Discoveries: We will help our
guests delight in exclusive, tailored
Montrealer moments during their stay!
Depending on the season, we offer
them some local specialty tastings in
the lobby, but also the opportunity to
discover local businesses or merchants
or the fruits of the labor of Quebec
artists or Montreal artisans.
Exclusive Experiences: In offering
guests more than just a hotel stay, they
can enjoy original experiences with our
local partners. We provide
opportunities to discover what goes on
39

Utilizing
Business
Insights for
Boosting
Hotel Revenue
40

In today's dynamic and competitive hospitality
landscape, hoteliers are increasingly relying on data-
driven business insights to enhance their revenue
strategies. From personalized guest experiences to
optimized pricing strategies, harnessing the power of
business insights has become paramount for hotels seeking
to remain profitable and relevant.
This article explores how hotels worldwide are utilizing
business insights to boost their revenue, offering a global
perspective on these transformative practices:
1. The Evolution of Data in Hospitality
The hospitality industry has evolved significantly over the
years, with technology playing a pivotal role. The rise of
online booking platforms, review sites, and social media
has generated a massive amount of data, offering valuable
insights into guest preferences, behavior, and market trends.
Hoteliers who can decipher this data and extract meaningful
insights gain a competitive edge.
2. Personalized Guest Experiences
Personalization has become the cornerstone of modern
hospitality. By analyzing guest data, hotels can tailor
experiences to individual preferences. From room amenities
to dining options, understanding guest preferences allows
hotels to curate unique experiences that resonate with their
clientele. For instance, a guest who frequently orders room
service might receive special offers on their favorite dishes.
3. Optimized Pricing Strategies
Dynamic pricing is a key revenue optimization strategy. By
analyzing historical data, market demand, and competitor
pricing, hotels can adjust rates in real-time to maximize
revenue. This practice is particularly crucial during peak
seasons or events. Data-driven pricing strategies also
involve identifying booking patterns and offering
promotions to fill occupancy gaps.
4. Demand Forecasting
Accurate demand forecasting is a game-changer for hotels.
Business insights enable hoteliers to anticipate fluctuations
in demand and align their offerings accordingly. By
analyzing historical booking data, local events, and market
trends, hotels can optimize staffing levels, inventory
management, and marketing efforts.
Global Insights
41

5. Marketing and Guest Acquisition
Business insights empower hotels to refine their marketing
strategies. By analyzing customer demographics, online
behavior, and engagement with previous campaigns, hotels
can tailor their marketing messages to specific segments.
This approach not only increases the effectiveness of
marketing efforts but also minimizes wastage of resources.
6. Enhanced Guest Loyalty Programs
Loyalty programs are an excellent way to boost revenue,
and data insights make them even more effective. By
analyzing guest preferences, stay history, and spending
patterns, hotels can offer personalized rewards that
encourage repeat business. This not only enhances guest
loyalty but also drives additional revenue from returning
customers.
7. Operational Efficiency
Efficiency translates directly to cost savings and revenue
enhancement. Business insights help hotels streamline
operations by identifying bottlenecks, optimizing
workflows, and reducing wastage. For instance, analyzing
data on check-in and check-out times can lead to improved
guest experiences and increased room turnover.
Predictive Maintenance
For hotels with extensive infrastructure, maintenance is a
crucial aspect of operations. Predictive maintenance,
enabled by business insights, involves analyzing equipment
data to anticipate maintenance needs. By identifying
potential issues before they lead to breakdowns, hotels can
ensure uninterrupted guest experiences and minimize
downtime.
Competitor Analysis
Understanding the competitive landscape is essential for
revenue optimization. Business insights allow hotels to
monitor competitor pricing, offerings, and guest reviews.
By benchmarking against industry peers, hotels can identify
areas for improvement and innovation, ultimately driving
higher guest satisfaction and revenue.
Global Insights: Case Studies
Let's take a glimpse at how hotels across the globe are using
business insights to drive revenue:
1. Singapore: Luxury Hotel Chain
A luxury hotel chain in Singapore utilizes data from guest
feedback, social media mentions, and online reviews to
refine its services. By identifying trends and areas of
improvement, the chain has achieved a significant increase
in positive reviews and repeat bookings.
2. Spain: Resort with Dynamic Pricing
A resort on the Spanish coast employs dynamic pricing
based on historical occupancy rates, weather forecasts, and
local events. This data-driven approach has resulted in
optimized pricing during peak and off-peak periods, leading
to a substantial revenue boost.
3. USA: Urban Boutique Hotel
An urban boutique hotel in the USA leverages data to
customize guest experiences. By analyzing guest
preferences and behavior, the hotel offers personalized
amenities, such as room preferences, welcome gifts, and
exclusive offers. This approach has significantly elevated
guest satisfaction and loyalty.
4. Australia: Sustainable Eco-Resort
An eco-resort in Australia uses data insights to enhance its
sustainability efforts. By analyzing energy consumption
patterns and guest feedback, the resort identifies
opportunities to reduce waste and enhance its eco-friendly
initiatives. This aligns with the preferences of
environmentally-conscious travelers, attracting a niche
market segment and boosting revenue.
In conclusion,
The global hospitality industry's adoption of data-driven
business insights is revolutionizing revenue strategies.
From personalized experiences to optimized pricing, these
insights enable hotels to stay ahead in a competitive market.
As technology continues to evolve, the potential for
leveraging data to boost hotel revenue remains limitless.
Embracing these insights and adapting to changing guest
preferences will undoubtedly be a key driver of success for
hotels around the world.
- A. K. Tarade
42

How Well Do You Know Your
Customers? Protecting Finance
Providers From the Rising Tide
of Document Fraud
Fraudulent attacks remain one of the largest threats
faced by businesses today. This is of particular
concern for loan companies and banks, who already
have to mitigate the inherent risks of lending money to
customers who may be unable to pay the debt back. It’s an
age-old truth that fraud spikes alongside spikes in economic
hardship. As lending fraud continues to increase, small and
medium-sized financial services companies are being
identified as the most vulnerable targets of document fraud
due to a lack of technological innovation in their
operational processes. These businesses are at risk of
revenue losses and reputation damage, which ultimately
impedes their organization’s capacity for security and future
growth.
Rampant first-party fraud spikes during times of
economic hardship
Effective loan fraud prevention is essential for protecting a
business’s financial stability, maintaining compliance with
regulations, safeguarding a business’s reputation, and
guaranteeing continuity in operations.
Loan application fraud is the act of providing incomplete or
entirely false information that misrepresents one’s credit
history or failing to disclose other debts and outstanding
loans, making one’s self appear more creditworthy than is
true, in order to increase the chances of being approved for
a loan.
According to a recent CIFAS report, ‘1 in 13 Brits admit to
committing at least one form of first-party fraud in the last
year, with those 16-34 the most likely to do so’.
Why people commit document fraud and the solution to
preventing it
Numerous factors have contributed to the growth in
application fraud, and it can be difficult for businesses to
maintain adequate fraud measures whilst simultaneously
ensuring that they continue to provide a frictionless
customer experience.
A cumbersome validation process can interfere with the
customer journey, causing hassle, delays, or outright
abandonment of the process. The pressure on businesses to
maintain a seamless experience for new customers means
that oftentimes their KYC verification checks are kept
simple, oftentimes leaving room for fraudsters to take
advantage of the security gaps. Further, the rise in the
availability of personal identity information stolen in large-
scale data breaches has contributed to a rise in synthetic
identity theft.
With so many factors to consider, what can businesses do to
reduce loan fraud risks without compromising their
customer experience?
Homeppl’s fraud risk document assessment technology,
Fraud Finder, has made risk assessment incredibly easy.
The technology takes customer data present or embedded in
common financial documents, such as bank statements,
investment portfolios, utility bills, and ID documents, and
finds fraud, as well as assesses affordability. 91% of the
fraud we identify for our clients comes from modifying
bank statements. Our document analysis tools examine
every aspect of a file, from its font to its metadata. It can
recover multiple previous versions of a single document
and show exactly where modifications have been. The tool
runs instantly and, in some cases, has reduced the loan
application review times of business and consumer lenders
by up to 40%.
Delivered as an API or a secure web application, a series of
authenticity checks are employed by the technology to
highlight any document anomalies and inconsistencies.
Transaction data is also converted into standardized code,
so underwriters can easily assess affordability without the
pain of manual review. A risk report is instantly generated
and available for each and every document checked.
44

About the Author
An ex-Israel Ministry of Foreign Affairs
and Counter Intelligence Forces specialist,
Alex Siedes co-founded Homeppl in 2016,
an innova ve proptech company that
uses ar ficial intelligence and customer
data to assess applicants’
creditworthiness where tradi onal credit
reference agencies fall short. Homeppl
began in the real estate sector, qualifying
tenants for rental proper es before
expanding into the financial services
market. Homeppl work with Fortune 500
and Blue Chip companies, including
Greystar, CBRE, and Knight Frank, as well
as prominent lenders such as Yonder
Card and Portman Asset Finance.
Customer data goes in, and a much better understanding of
customer risk comes out.
Not just fighting fraud with customer data but fostering
inclusion
Loan automation reduces bias and enhances fairness in
credit evaluations by opening doors for individuals with a
limited credit history or unconventional employment
profiles, providing them with more equitable access to
financial products.
Traditional lending processes often rely on subjective
assessments and manual decision-making, which can
introduce biases that disproportionately affect certain
individuals or communities. Automation mitigates these
biases by implementing standardized evaluation criteria and
data-driven algorithms.
By leveraging advanced technologies such as machine
learning, automation systems can analyze vast amounts of
data, including alternative data sources, to assess
creditworthiness objectively.
Automation levels the playing field by considering a
broader range of factors beyond traditional credit metrics. It
can incorporate alternative data sources such as utility
payments, rental history, or educational background to
assess an individual’s financial capabilities more
comprehensively.
This approach benefits individuals with limited credit
history or unconventional employment profiles who may
have previously struggled to access financing due to rigid
lending criteria.
Many of the standard credit referencing agencies in the
UK struggle to assess the creditworthiness of applicants
who have thin or no UK credit files. These profiles
typically include individuals who have been historically
marginalized, such as immigrants, low-income earners,
international applicants, or those with limited access to
traditional banking services.
Automation can break down barriers by leveraging fraud
and risk technology to assess creditworthiness based on a
comprehensive understanding of financial behaviors and
capabilities. By incorporating alternative data, lenders can
extend financing options to these underserved communities,
enabling them to purchase vehicles, rental agreements and
access more lines of credit to improve their financial
mobility.
45

In the realm of
luxury hotels, every
moment is crafted to
be extraordinary.
,,

Indulge in a Haven of Luxury and Sustainability
Wickaninnish
Experience ultimate luxury with a conscience.
S
ustainability isn’t about having to sacrifice; it’s about
making smart, conscious decisions - one of which is
choosing luxury with sustainability.
Unveiling a world of unparalleled luxury and eco-
consciousness, Wickaninnish Inn stands as a shining
example of a balance between opulence and sustainability.
Overlooking the majestic Pacific Ocean, this stunning resort
on the rugged Vancouver Island coast is built with the
utmost respect for the environment, incorporating efficient
systems and locally sourced materials. Indulge in a haven of
luxury and sustainability at Wickaninnish Inn.
Nestled among the luscious forests of Canada’s Pacific
Northwest, Wickaninnish Inn is a one-of-a-kind experience
that blends the best of both worlds: the serenity and beauty
of the natural surroundings and the opulence of a world-
renowned luxury retreat.
Wickaninnish Inn, a haven for eco-friendly hospitality, was
born from the aspirations of Charles McDiarmid, who has
been the Managing Director since 1996. The family had
dreamed of it since Charles’ father’s relocation to the wild
west coast of Vancouver Island in the 1950s.
Charles’ hard work paid off when he graduated from
Cornell University with a Bachelor of Science in Hotel
Administration in 1979. This earned him a position at the
prestigious Four Seasons Hotels and Resorts, where he
worked in both operations and sales management for
thirteen years. But his journey came full circle when he
wrote the business plan for the Tofino hotel, bringing his
family’s dream to fruition.
In addition to its commitment to sustainability,
Wickaninnish Inn also offers a wide range of activities and
amenities to guests. From freshly sourced cuisine and spa
treatments, Wickaninnish Inn offers something for
everyone.
Today, Wickaninnish Inn is a beacon of sustainable
hospitality, offering guests a unique wilderness experience
while minimizing their environmental impact.
We sat down with Charles McDiarmid to delve deeper into
their commitment to comfort and luxury, which has
garnered them countless awards and accolades.
Please brief our audience about your Hotel, its USPs,
and how it is currently positioned as a prominent name
in the hospitality industry.
Wickaninnish Inn, a Relais & Châteaux property since
1997, overlooks the Pacific Ocean from a rocky point on
Vancouver Island’s rugged west coast, near the eclectic
town of Tofino and Pacific Rim National Park. Two
contemporary cedar buildings, set against a backdrop of
ancient rainforest, boast an extensive local art collection
(complemented by the neighboring wood carving shed), and
all rooms and suites offer ocean or beach views, a gas
fireplace, a soaker tub, and an individual balcony.
Uncompromising service, including a Clefs d’Or concierge
team, is standard. The sole resort on Chesterman Beach,
Tofino’s longest at 2.5 kilometers (1.5 miles), the Inn is
home to refined West Coast cuisine at The Pointe
Restaurant and naturally inspired treatments at its intimate
Ancient Cedars Spa.
48
T H E

Shed some light on your offerings and how they impact
the hospitality industry as well as your clients.
Inn offers 12 spacious suites and 63 deluxe guestrooms, all
with ocean and/or beach views, a fireplace, a soaker tub
with a view, and individual balconies to set the stage for
experiencing rustic elegance on nature’s edge. The Pointe
Restaurant and On the Rocks Bar offer panoramic 260-
degree views of Chesterman Beach, the Pacific Rim
National Park Reserve, and the open ocean, all
complimented by refined West Coast cuisine and an
extensive and well-curated wine cellar.
The highly regarded and immensely popular Ancient
Cedars Spa, also looking out over the open ocean, is for
many a capstone of their Wickaninnish Inn experience.
Over the Inn’s 27 years of providing innovative and
constantly evolving hospitality, the Inn has consistently
been rated as one of the finest properties in North America
by the readers of both Travel + Leisure Magazine and
Conde Nast Traveller, earning the hall of fame designation
from both publications since the inception of this
designation. While the many accolades over the years have
been consistent, the touchstone of Wickaninnish Inn
experience has always been and continues to be the
consistently high level of professional yet unobtrusive
personalized service that seeks to create a subtle sense of
magic for every guest.
Please brief us about the featured person’s (s) journey in
the industry and how they have contributed to the
company’s success.
Charles McDiarmid grew up in Tofino and has been the
driving force behind the Wickaninnish Inn since the
McDiarmid family envisioned its creation in the early
1990s.
After attending Brentwood College School and Mount
Douglas Secondary School in Victoria, BC, McDiarmid
Charles McDiarmid
Managing Director
Wickaninnish Inn
49

graduated from Cornell University in 1979 with a Bachelor
of Science in Hotel Administration. He was recruited by
Four Seasons Hotels and Resorts, beginning his hospitality
career in Calgary, Alberta. He worked with the luxury hotel
chain for over 13 years in various operational and sales
management roles in Washington, D.C., Dallas, Texas,
Newport Beach, California, and Seattle, Washington.
Once in Seattle, McDiarmid researched, developed, and
wrote the business plan for his family’s dream of the
Wickaninnish Inn. While in Seattle, he was recruited by the
Vancouver Convention and Visitors Bureau for the position
of director of sales, which he held for two years. It was
during this time in Vancouver that McDiarmid sourced
financial support for his Wickaninnish Inn business plan.
A one-year stint at Vancouver’s Delta Place Hotel (now the
Metropolitan Hotel) produced a successful sales record as
well as a strong working relationship with front office
manager Christine Stocker, who became and remained the
director of operations at Wickaninnish Inn.
In 1995, after securing financing and the necessary permits,
McDiarmid began construction of Tofino’s premier luxury
resort. Under McDiarmid’s vision of sustainability, the inn
was built with local red cedar and reclaimed Douglas fir
sourced on Vancouver Island. The inn opened its doors in
August 1996, receiving significant media attention for its
spectacular ocean views, hand-adzed detailing, culinary
program, and superior service levels. The popular concept
of winter storm watching in Tofino was created and
elevated by McDiarmid and founded on a family tradition
of gathering window-side to watch 30-foot waves roll by
the family cabin situated on the first point west of the Inn.
In 2003, McDiarmid oversaw the opening of the
Wickaninnish-on-the-Beach building, adding 30 rooms and
suites to the inn while minimizing the impact on the
surrounding old-growth forest.
McDiarmid has served on several boards in the tourism
industry, including a six-year term with Destination BC and
several years on the board of the Tourism Association of
Vancouver Island (TAVI). Currently a board member and
past chair of the Tourism Tofino Board of Directors, he also
continues to be actively involved in the day-to-day
operations and marketing of Wickaninnish Inn as Managing
Director. The inn has been the recipient of several honors,
notably in 2002, when readers of the esteemed Travel +
Leisure magazine voted the inn the #1 resort in North
America and #2 in the world.
Being an experienced leader, share your opinion on how
the adoption of modern technologies has impacted the
hospitality sector. How has your association
incorporated such technologies into its daily operations?
To provide some context, when we opened the inn in 1996,
we had two computers and a fledgling website, no internet
or even cell service. Today we have over 55 desktops,
laptops, and other devices, all driven by a state-of-the-art
virtual computer network, an extensive custom website,
high-speed fiber internet as fast as you can get in the city,
ubiquitous cell service, and a tablet in every guest room.
Technology helps to drive our service levels, allowing us to
provide ever higher levels of guest attention and interaction
rather than reducing our reliance on the human touch. We
opened in the days of giant tube TVs, and today our HD flat
screens rise out of the dressers or fold out of the ceiling on
guest command or remain hidden away, allowing the large
picture windows looking out over the open Pacific Ocean to
have top billing.
We strive to provide a level of advanced technical
convenience for our guests, who enjoy the innovations this
technology provides, while at the same time also delivering
all services on a personal analog basis, one on one.
What initial challenges did you and your association
face, and how did you drive your Hotel to sustain
operations while ensuring the safety of your customers?
Having grown up in Tofino, when faced with the many
unknowns of the COVID-19 pandemic in March of 2020,
we honored our small town of Tofino and vulnerable
surrounding First Nations communities by being the first
hotel in our region to close our doors and ultimately the last
to open. Financial considerations were definitely well down
the list of priorities compared to the health of our team, our
guests, and our community.
We waived the rent for our 90-plus beds of staff
accommodation until we reopened. Fortunately, we
managed the business in a fairly conservative manner and
were able to withstand the shock, and when government
support arrived shortly after our initial closure, we were
able to retain 30% of our staff on payroll to both maintain
the property and work on projects to improve the guest and
staff experience as we looked forward to the uncertain day
we were able to reopen.
50

Elements like full masking for our team and guests, the
requirement for staff and guests to be fully vaccinated once
they were widely available, social distancing, shields, one-
meter spacing in Food & Beverage service areas, and even
the offer of a Roomba to clean guest room carpets when it
was not deemed safe for our staff to enter guest rooms were
all part of the process that evolved almost every day, and
our management team constantly met to adapt and adjust to
the best practices and requirements of our public health
officials.
What would be your advice to budding entrepreneurs
who aspire to venture into the hospitality industry?
Ensure you love hospitality and you will never have the
feeling of going to work; find investors that trust your
vision and respect what it takes to deliver on an operational
level; build and develop a team that will be there with you
through thick and thin; and finally, believe in your vision
and be prepared to tough it out through the many long days
and nights during your start-up years.
How do you envision scaling your Hotels’ functions and
offerings in 2023 and beyond?
Strive every day to be just a little bit better than the day
before and work on plans to be a little bit better tomorrow
than today. Constant, steady improvement is the answer,
and part of that today is always listening to our guest
comment cards and our team members, especially our
younger team members, so we can adapt to their needs and
expectations in a world where the younger generation is in
the driver’s seat.
The future of top- er hospitality will
lie, much as it always has, in
providing a level of customized
service delivered just the way our
future guests prefer it. Today, it will
be a blend of technology and analog,
always striving to u lize the
efficiency of technology to provide
enhanced customer service, not
reduced customer service.
51

Honestly, it was faultless, and we loved every minute. We relaxed as
soon as we checked in, as we knew we were going to love our stay. If
any hotel can make you feel like it is an extension of your home and
family, this is it. Every wish is catered for and o en an cipated with
smiles all around. The level of detail and thought put into every stage
of your stay is unrivaled in our opinion, and we have been staying at
Relais & Chateaux hotels for 30+ years.
Thurston
Surrey, UK
We love the beau ful se ng on Vancouver Island and how we can
always count on the rooms and service to be stellar. Thanks for the last
twenty years of enjoyment and for the next twenty going forward!
Dr. Montgomery
BC, Canada
A en on to detail without a sense of being a showplace. Laid-back
ambiance, friendliness, and comfort are first concerns. Relaxing wood,
forest color, and natural decor everywhere. Friendly staff everywhere
Safety measures were excellent. And all this in the middle of a
pandemic? An astonishing achievement.
Bernard
Victoria, BC
Consistently ranking in Canada’s top er by the readers of
both magazines for the past twenty years has earned the Inn
Condé Nast Traveler’s coveted Pla num Circle and Travel +
Leisure’s Hall of Fame list. To be included in the Pla num
Circle, a property must have been on the Condé Nast Traveler
Gold List for five years running. Inclusion in the Hall of Fame
list requires a player to have made the top er for a minimum
of 10 years in a row. Wickaninnish Inn remains the only hotel
in Canada on the Hall of Fame list.
Condé Nast US T+L
2021
2020
2019
2018
#2 Resort in Canada
#2 in Canada
#80 Worldwide
#3 in Canada
#3 in Canada
#80 Worldwide
#1 in Canada #5 in Canada
#1 in Canada #2 in Canada
Testimonials
Please give us a few testimonials of your clients/customers and a
list of awards/recognitions that accurately highlight your
association’s position in the market.
52

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