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Tailwater-Hilton Collaboration

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  • September 30, 2019
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Tailwater Lodge Exterior Photo

Tailwater Connie Award Winner

Success Rooted in Outstanding Customer Service

Altmar, NY – Hilton honors the Tailwater Lodge with the Connie Award, the highest award for customer service.

A Tailwater-Hilton collaboration means guests will find even more services and amenities at the upscale Tailwater Lodge, a popular Altmar, NY, lodge known to fishermen and outdoor enthusiasts from around the world. Consequently, the partnership is a win-win for long-time customers of both hoteliers.

The word lodge often denotes rustic but at the Tailwater, expect Connie Award-Winning unparalleled attention to details and unrivaled customer service.

A fellow angler recently told me, “I’m done with scaled-down fishing lodges. I stay at the Tailwater because I want comfort and great food.”

About the Connie Award

Jenna Hackett – Tapestry Collection by Hilton global head

“The Connie Award is the highest hotel award for all brands across Hilton. The winning hotels are the perfect balance of product and outstanding service scores. There are only a few Connie Awards per brand awarded annually, making it extremely competitive to win,” says Jenna Hackett, Tapestry Collection by Hilton global head. “These hotels embody founder Conrad Hilton’s dream of spreading the light and warmth of hospitality and living his shared values each and every day. This distinguished award is presented to properties who have excelled in customer satisfaction and loyalty based on guest feedback and quality assurance standards.”







Before my arrival at the Tailwater two weeks ago, after four previous visits to the lodge in less than five years, I was curious how the Tailwater-Hilton collaboration affects the lodge’s overall theme. I reached out to Tom Fernandez, Woodbine Group representative, for answers.

Scroll down to read my interview with Tom Fernandez, Woodbine Group representative.

How do you describe your company’s relationship with the Hilton?

We are part of the Hilton Tapestry Collection. Tapestry is a Hilton Soft Brand meaning that the hotel maintains it’s ownership, branding, original fit, and finish. We are still owned by the Woodbine Hospitality Group and we continue to be an Orvis Endorsed Lodge.

What’s the significance of the Tapestry Collection and how does the Tailwater fit into that category?

Tapestry is a grouping of hotels that are very similar to independent properties. The focus of the brand is creating a high level of guest experience in nontraditional properties. Tailwater Lodge is a perfect example of the Tapestry collection – adaptive re-use of an elementary school re-purposed into a high-end lodge. We are the epitome of the brand. 

How did the relationship evolve?

Tailwater Lodge’s sister property Hotel Skyler was asked to be the first hotel for Hilton’s Tapestry Collection. In conversations, both Hilton and Tailwater believed the brand would be mutually beneficial for Tailwater.  So… Tailwater was Hilton’s third Tapestry hotel and we were awarded the Connie Award, the highest award Hilton gives for Customer Service. We have had a wonderful time being part of the Hilton Family and helping to grow the Tapestry Brand.

What Tailwater qualities have you retained and where will your longtime guests notice the changes?

I would say all qualities were retained. The only customer-facing differences are the online booking engine and the ability to be part of Hilton’s Honor Program.

How did your designers incorporate the new addition, spa, and pool design, so it remains consistent with the Tailwater’s lodge-like atmosphere and the antiquity of the original building?

The Tailwater Lodge spa
A full-service spa is one of the most recent additions at the Tailwater Lodge. Eforea is a Hilton Spa found all over the world but the inspiration and design are attributed to the Tailwater team.

The Third Phase of Tailwater focused on bringing additional amenities and guest rooms. We wanted to make sure that the addition was of the same feeling as the original space but highlighted some new aspects. Guests will find similar finishes, but some different tones throughout the space.  We also wanted to make sure that our amenities and common areas worked well, for families, fishermen and women, bridal parties, and corporate guests. 

How do the original rooms in the Altmar school differ from the new guest rooms?

I would say they are very similar. We were no longer working within the confines of the school building so we were able to have some fun with the space. The biggest change to the guest rooms was the addition of desks and desk chairs for either some business or maybe some fly tying. We also were able to create two suites that are truly standouts at the property.

There’s so much discussion about branding. How did the change affect the Tailwater brand or is your brand a work in progress?

Hilton doesn’t really change our branding, we are still Tailwater Lodge and we are continuously adding to our brand.

Relax in comfort throughout the lodge. The new addition makes it easy for you to satisfy your need for more space to move around, as shown in the King Suite.

How did the spa’s name evolve and who would you say is your target audience? Bridal parties? Fishermen? Do you have any anglers’ specials or deals my readers should be aware of?

Our Spa is a Hilton Spa. Eforea can be found all over the world. Again, it was inspired and designed by our team, especially the small touches like the steelhead tiles throughout the cobblestone floor in the space. We are part of a global brand but designed and operated by Woodbine Hospitality Group. Our clientele ranges from day-use, overnight leisure guests, bridal parties, and our fisherman specials will actually begin next week.

The Connie Award-Winning Tailwater Lodge is a featured Tapestry Collection Hilton Brand.
Arrange your day so you can make time for a massage or treatment.

Overall, I’m curious how your teams – Tailwater and the Hilton – agreed upon the upscale fishing lodge idea? Does the Hilton partner with other lodges?

Tapestry is an interesting brand. I do believe we are the only lodge as part of the Hilton Collection but that’s not say there may not be more in the future.

The Tailwater Lodge Pool is housed in the most recent addition.

Don’t forget to pack your bathing suit. The Tailwater Lodge pool is a wonderful way to wind down after a long day outdoors.

Want to Learn More About The Lodge?

Jenna noted properties in both the Curio and Tapestry Collection portfolios must feature a unique story and honor that story by weaving extraordinary elements, not limited to design components and an array of top-notch on-property amenities throughout the hotel. She explained,

“Properties in both the Curio and Tapestry Collection portfolios must feature a unique story and honor that story by weaving it into elements throughout the hotel – from design components to on-property amenities. As a result, we have been able to provide guests with one-of-a-kind experiences at over 100 unique destinations, like those available at Tailwater Lodge Altmar. This off-the-beaten-path location is ideal for the Tapestry Collection guest, who we know is an adventure-seeker that wants to experience and explore a destination to its fullest. After a long day of fishing on the Salmon River, explorers can wind down with a craft beer at The Tasting Room or treat themselves to a massage at eforea spa.”

Jenna Hackett

As the seasons evolve from fall to winter, plan a weekend of salmon or steelhead fishing or map out a hike in Altmar. Contact the Tailwater to book your weekend getaway and inquire about upcoming events at and around the lodge.

Take a few minutes to read my Tailwater companion stories.

Additional Tailwater Coverage…
https://joanmatsuitravelwriter.com/tailwater-lodge/
https://joanmatsuitravelwriter.com/fishing-salmon-river/
https://joanmatsuitravelwriter.com/stylish-traditional-fishing-lodge/
https://joanmatsuitravelwriter.com/fishing-family-fun-upstate-ny/

Disclaimer:

My accommodations at the Tailwater were comped but my opinions are my own and based on my experiences.

Bio

Joan Mead-Matsui is a five-time award-winning freelance journalist; travel writer and photographer. She covers news and features’ stories that range from unique travel accessories and products to destinations and attractions. Prior to launching her websites, https://joanmatsuitravelwriter.com and https://chigirie.com, Joan was a full-time freelance content and features writer for print and digital news sources and magazines.

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The Sayre Mansion

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  • March 13, 2019
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Timothy Bobb Sayre Mansion Innkeeper

Settlers Hospitality Group

Personalized Service The Common Thread

One common thread that ties the Settlers Hospitality Group’s properties together is they’re all distinctive. But there’s more to Settlers’ success than the individualized decor, superbly comfortable accommodations, and the outstanding food served in the on-site restaurants. It’s the personalized service each guest receives.

The Sayre Mansion, 250 Wyandotte St., Bethlehem, PA, features 22 guest rooms and is one of five properties owned and managed by Settlers Hospitality Group, a Hawley, Pennsylvania-based company. Settlers is well known for transforming historic properties into luxury boutique hotels with the authentic style and details very much intact. Four of those properties are located in Northeastern Pennsylvania but Sayre mansion has its home in Bethlehem. The grounds and many of the guest rooms offer a sweeping view of the downtown that’s an invitation to explore the restaurants, shops, and university life. Robert Sayre, a town entrepreneur, raised his family in the mansion until the early 1900s. In the years that followed, the building was used for a variety of purposes, from boarding to a fraternity house.

The Sayre Mansion is a member of the Historic Hotels of America (National Trust for Historic Preservation).

Inside the mansion, you’ll meet the innkeeper, Timothy Bobb, and his attentive staff who elevate hospitality to a new level above and beyond what you might expect. Timothy, a quintessential conversationalist, is eager to learn more about each of his guests and does so in a non-intrusive manner.

Timothy assures, “You will be greeted by a person and not an automated check-in.” He or a member of his staff is always on hand to help guests settle into their rooms and they’ve all mastered the art of making guests feel at home.

Sayre Mansion innkeepers
Sayre Mansion innkeeper, Timothy Bobb and his sidekick, a French Bulldog named “Bradford.”

“If there’s bad weather and guests are traveling (by plane), more than likely, I know there was a delay. When they finally arrive, they probably want to find a restaurant or they need a moment to refresh,” Timothy said. “I’ll be sure to ask, ‘Do you need a glass of water? Would you like a cup of coffee? Can I suggest a local restaurant?”

Timothy Bobb, Innkeeper

Customer Care: A Rewarding Experience

The reward, he said is to watch that person evolve from the harried, aggravated traveler to a very comfortable relaxed guest in a short amount of time. The Sayre Mansion, a boutique bed & breakfast, is the only Settlers’ property that currently, does not have an on-site restaurant but you will be treated to an outstanding breakfast each morning in the hotel’s dining room during your stay.

Bradford the French Bulldog
Bradford is a hit at The Sayre Mansion. His responsibilities include meeting and greeting guests.

PET ALERT: Canine friends are welcome at this pet-friendly bed & breakfast but be sure to contact the inn before you book your reservation.

What makes Timothy particularly well suited for his position as The Sayre Mansion innkeeper?

He began his career in interior design, held similar innkeeper positions, and also owned and operated a catering business before joining Settlers Hospitality Group at Silver Birches Resort, a sister property in the Lake Wallenpaupack region of Pennsylvania’s Pocono Mountains

The Sayre Mansion Conservatory

The “Conservatory” is a favorite with guests who yearn to sleep under the stars and city lights. Photo courtesy of Settlers Hospitality Group.

BETHLEHEM TRAVEL AND DINING FACT: Finding the perfect restaurant will not be a problem. Bethlehem is home to a variety of restaurants and many are within walking distance from The Sayre Mansion ranging from Asian, Italian, and pub to diners. You name it and you’ll likely find a palate-pleaser meal along the streets of historic Bethlehem. My dining experience at Bolete is a “10-plus.” (more details forthcoming).

The Robert Sayre Library was my home during my stay. My recently renovated suite featured two rooms: a spacious bedroom and library decorated with turn-of-the-century furnishings with a plush chaise-style lounge chair that became my second all-time favorite piece of furniture. The queen-sized bed dressed in lavishly comfortable linens is at the top of my list.

Accommodations: The Mansion and The Carriage House offer a variety of lodging options and depending on if you’re traveling alone on business or you have your family in tow, there’s a room for you. I toured every guest room in the mansion and they’re all furnished with comfort and elegance in mind.

Breakfast at The Sayre Mansion
The breakfast buffet features fresh fruit, home-baked muffins, breads, pastries and a heartier breakfast that’s made to order.
The Sayre Mansion Robert Sayre Library Guest Room

You can count on extreme comfort in every guest room managed by Settlers Hospitality Group.

The Sayre Mansion Robert Sayre Library Sitting Area
The voracious reader will have no problem finding a comfortable chair by the fireplace to read a book, work, or watch TV in the library.
Sayre Mansion Living Room

Relax by the fireplace as you sip your favorite tea or coffee. The inn is decorated with antiques and period-style furniture.

Sayre Mansion Decor
The decor is elegant and thoughtfully accented with art and antiques. You’ll feel at home without the “overwhelmed” feeling.

When the opportunity to travel to Bethlehem unfolds, The Sayre Mansion is a model bed & breakfast, with exemplary service and amenities for the consummate traveler or anyone who wants to experience a bed & breakfast at its finest. Robert Sayre found the location to his liking only steps away from city life in historic Bethlehem.

Points of Interest: Lehigh University, St. Luke’s Hospital, and most historic attractions are within walking distance. Tourism information can be found here.

Book a reservation at The Sayre Mansion online or call
610.882.2100 for more information.

Additional properties owned and managed by Settlers Hospitality Group:

The Hotel Anthracite, Carbondale, PA

Settlers Inn, Hawley, PA

Ledges Hotel, Hawley, PA

Silver Birches, Hawley, PA (adjacent to Lake Wallenpaupack)

Disclaimer:

My lodging was comped by Settlers Hospitality Group but my opinions are my own and based on my own experience.

Partner: Transcription of my interview was provided by Transcribe.

About us: Transcribe has been around for 8 years. We began as a simple do-it-yourself transcription tool but evolved as the overall speech recognition technology matured. We introduced a dictation (voice typing) feature a few years ago when it became reliable enough. Last year we introduced a state-of-the-art automatic machine transcription for pre-recorded audio and video. We support a wide set of languages.

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