I Went to London for an Award and Got a Great Experience as Well
What a London Hotel, a Bombay-Inspired Restaurant, and a Wine Bar Taught Me About Hospitality and Wine Marketing
Two weeks ago, I went to London with my husband on a work/play trip. The excuse for our holiday was that one of the photos I entered in the World Food Photography Awards sponsored by Tenderstem® Bimi® Broccolini was named a finalist—and I’m so stoked to share that I ended up winning under the Errazuriz Wine Photographer of the Year category!
While the award was the reason for the trip, what really stuck with me were the hospitality experiences along the way. From our hotel to the restaurants and wine bars we visited, we were met with the most thoughtful, well-executed service I’ve ever encountered.
I have a hard time turning off my marketing brain, even when I’m just there for the vibes. So, as we moved through these experiences, I kept thinking about how much wineries could learn from this level of hospitality. I believe that great hospitality is great marketing, and it starts long before the wine is poured.
Part 1: What the Montcalm East Hotel Taught Me About Anticipating Needs
We kicked off the trip at the Montcalm East hotel, part of Marriott’s Autograph Collection, and booked entirely with points I’d racked up through previous hotel stays and credit card points. We showed up bleary-eyed and completely wrecked around 11 am (you know, the way one does after a 12-hour flight), fully expecting to just drop our bags and kill time until check-in—but the woman at the front desk (I wish I remembered her name!) took pity on us. She not only allowed us to check in early, she upgraded us to a bigger king suite and had a bottle of wine delivered later that afternoon. Bless her.
Every interaction after that followed the same thoughtful tone. Any time we visited the pool or spa area, someone would pop up to our room to tidy and leave a little treat like cake, chocolate, or a little note. Each time we came back, it felt like a soft reset that kept the bliss alive a bit longer.
They also ended up comping our breakfast, unprompted. I don’t typically go for breakfasts at hotels when I travel because I like to explore local coffee shops and bakeries, but our first morning, we were up early (hi, jet lag) and were starving. that we didn’t want to wait for the nearby coffee shop to open. We figured we’d scope out the hotel’s offering while we waited for the local spots to open. I was expecting the usual sad continental spread, but instead, we found a full buffet and à la carte menu, both loaded with delicious and surprisingly healthy options. I ended up getting the avocado on toast with poached eggs and bacon every morning like the proper Millennial I am, and Bob got the Full English each morning because he’s a beans and toast kind of guy.
We would have 100% paid for this meal and considered it well worth it (something I can’t say for the other hotel we had breakfast at later in our trip), but the fact that they included breakfast for us for all three mornings of our stay really wowed us. Free food always tastes better, but generous hospitality makes it unforgettable.
We got back late and hungry on the night of the awards ceremony. I didn’t have an appetite before because I was too nervous. Bob is *a man* and is, therefore, always hungry. The kitchen was about to close, but the staff took care of us anyway, and they did it with grace. They didn’t rush us or make us feel like we were an inconvenience, even though I’ve absolutely been in their position before, and I know how annoying that kind of request can be at the end of a long shift, but they were so incredible.
What made the Montcalm East stand out beyond the amenities was how effortlessly they anticipated what we needed before we even knew to ask. That’s the kind of hospitality that makes someone book again and tell everyone they know. We will absolutely be back!
Takeaway for wineries: Are there moments in your customer experience, like your tasting room, checkout flow, or post-purchase emails, where you can anticipate needs instead of just reacting to them? A little thoughtfulness goes a long way.
Part 2. What Dishoom Shoreditch Taught Me About Designing Every Touchpoint
We made a point to visit Dishoom while we were in London—specifically the Shoreditch location. I’d been to their Edinburgh and King’s Cross spots before, but this time, I brought Bob, and YUP, it’s still worth the hype!
Dishoom is a whole sensory experience. Even before you walk in, everything is intentional.
When we arrived, we were greeted with warm, spiced chai while we waited not our table but for the bar. Because Dishoom knows how to pace the experience, you move from the entry to the bar to the table with small moments of delight built in at every step.
Monju, our bar server, had us fully bought in within minutes. He sold us effortlessly on some mocktails in addition to our wine and beer order, helped us navigate the menu, and snagged us two stools the second they opened up. And he did it all without making it feel transactional. That’s the magic of Dishoom, they give you service that’s efficient but never rushed.
I also loved that Monju never explicitly apologized for our wait for the table. I find that can weirdly make a totally fine wait feel like a burden. He did check in with us to make sure we were doing okay and periodically updated us on our table status, which felt smooth and intentional.
Side bar: I kind of love it when Dishoom is a little busy. In the bar, you have the opportunity to meet people if you’re so inclined (I’m fairly gregarious, so I usually am so inclined). We ended up chatting with a lovely group of four fellow Americans who were stopping in London on their way to Portugal and were as stoked to be there as we were. We swaped travel stories and I gave them a couple pointers on the menu since I alone had experienced the wonders of Dishoom before.
Dishoom also nails the small, playful details that make the whole experience memorable. The Wi-Fi is called “ChaiFi” (I fucking LOVE a good pun). The vibrating alert system that lets you know your table is ready has witty little messages on it. Even the beverage menu descriptions are full of charm (one of my favorites was for the India Gimlet, “The gimlet is an old-established drink devised for sailors to avoid scurvy—you too can benefit”😂). And then there are the bathrooms. You may not know this about me, but I tend to judge a place by its bathrooms. Dishoom’s are very nearly perfect: clean, on-theme, and thoughtfully designed to fit their retro Bombay aesthetic.
And just when I thought I couldn’t love them more, I logged into the ChaiFi and was automatically directed to a page selling Dishoom-branded provisions and goods. No pop-ups or pushy sales language, just an easy, elegant funnel into their merch. I ended up buying a tin of their chai to take home. It was a brilliant way to help me extend the Dishoom experience to my own home.
Takeaway for wineries:
Dishoom understands that an important part of marketing is how you make people feel. Every detail is part of the experience, and those small details add up. So, what does your guest’s journey feel like from start to finish? Are there moments of delight? Of fun for fun’s sake? How can you make your small details count?
Part 3: What Noble Rot Mayfair Taught Me About Meeting People Where They’re At
I’ve been to the Noble Rot locations in Lamb’s Conduit and Soho before, but this was my first time at the Mayfair spot, and I think it might’ve been the best experience yet.
From the moment we sat down, our server struck the perfect balance between knowledgeable and approachable. Noble Rot has a massive wine list and a genuinely insane by-the-glass selection, much of which is available in 75mL tasting pours. Since Bob isn’t really a wine guy, I like to order multiple tasters for myself so I can explore more without committing to a full bottle or glass. Our server guided me through the list without overwhelming me, brought the wines out at a thoughtful pace, and gave me the space to really sit with each one. She also saw that I was curious and receptive to a little nerding out about wine. It was clear she really loves her job.
She was just as great with Bob, who isn’t one for fancy food (if he could have pizza, tacos, and beer for the rest of his life, he’d be happy). She walked him through the food options without being condescending or making him feel like he didn’t belong. That kind of hospitality is rare, and I can’t overstate how much it matters.
At one point, I mentioned we were there celebrating my win at the World Food Photography Awards. Without missing a beat, she brought over a copy of Noble Rot magazine and said, “You might find this interesting.” I knew the magazine existed but had never thought to look through it, let alone buy it. But flipping through it there, seeing how beautifully curated it was, with gorgeous photographs, cool graphics, and awesome writing, I ended up buying it to take home later. Whether she meant to upsell or not, it worked. It felt like a genuine gesture from one wine nerd to another.
Takeaway for wineries:
Not everyone walking into your tasting room or visiting your website is fluent in wine. But that doesn’t mean they’re not curious or ready to spend. Meet people where they’re at, offer guidance without ego, and create an environment where no one feels dumb for asking questions. That kind of experience builds trust in addition to selling wine. And trust is what brings people back.
Bonus: Our U.K. Itinerary (for the curious)
A few folks asked for our trip details over on Instagram so here’s a quick look at where we stayed, ate, and drank.
Where We Stayed:
London:
Montcalm East, Autograph Collection, Shoreditch – We stayed for three nights, booked entirely with Marriott Bonvoy points. Thoughtful service, great location, and seriously excellent breakfast.
The Bankside Hotel, Autograph Collection, South Bank—We stayed for one night, booked with cash. It's a very hip hotel; I would have loved to stay a little longer. The room was huge and well-appointed. We didn’t get to try their breakfast because we had to leave early to catch our flight.
Bath:
The Gainsborough Bath Spa—We stayed for two nights, booked with cash. It's a gorgeous hotel, centrally located in Bath, with access to natural hot springs. The breakfast was fine, but it didn’t feel worth what we paid for it.
Where We Ate & Drank:
London
Dishoom Shoreditch – Chai while you wait, perfect pacing, and the kind of vibe that makes you want to stay all night.
Noble Rot Mayfair – Deep wine list, taster pours, phenomenal service.
Camden Town Brewery – Delicious beer, cool location.
Old Fountain Pub – Great beer list, gargantuan Sunday Roasts, and yummy Nepalese food! This was our “local” while we were staying at Montcalm East
The Kernel Brewery – AWESOME beer (their “Table Beer” is one of only two beers Noble Rot keeps on their menu, so you know it’s good) and yummy niblets.
Bath
The Raven of Bath – Great beer list and delicious hot meat pies! This was our “local” while we were staying in Bath.
BrewDog Bath – We have a bit of a tradition of visiting the BrewDog in any city we travel to that has one (our favorite one was in Rome, which overlooked the Colosseum). The beer’s good, the food is classic pub fare, and if you go when football is on, the people-watching is unparalleled (the lads were very upset that Tottenham Hotspurs once again beat Manchester United while we were there).
The Oven Pizzaria – Decent wine & beer list, very yummy Neapolitan wood-fired pizzas.
Things We Did:
London:
World Food Photography Awards ceremony at the Mall Galleries – Where I was named Wine Photographer of the Year (!!!). Rotating art exhibitions and close to the National Portrait Gallery (I wish we’d had time to go there, that would have been a delight).
Harry Potter Studio Tour – Nerd stuff. Note: while I love the world of Harry Potter, I reject the harm its creator has caused. Trans people deserve love, safety, and dignity. Always.
Sea Life London Aquarium – This was… fine. Bob and I preferred the London Zoo when we visited in 2023. To be fair though, we’re a bit spoiled in the way of Aquariums, living in California.
Romeo & Juliet at The Globe – AMAZING! I love Shakespeare and tried to see Much Ado About Nothing (my favorite play) at The Globe when my sister and I visited last year, but they were taking a break while we were there. Seeing a classic like Romeo and Juliet was incredible. They did a Western theme, and Mercutio was hilarious and very hot (as he should be).
Bought Some Wine at Hedonism Wines – We actually had to come here so I could buy a wine suitcase because we were gifted four bottles of wine from the hotels we stayed at and from the World Food Photography Awards; so I figured while we were there I might as well get a few more bottles to slip in. I asked the host who was helping us for his favorite still white wine from the UK and for any other still white wine that he would choose to drink that evening (this is one of my favorite ways to discover new-to-me wines).
Bath:
Bathed in the Healing Waters at The Gainsborough Bath Spa – Gorgeous, relaxing, well worth the price of staying there.
Promenaded Around Town – We walked from our hotel to The Royal Crescent where parts of Bridgerton were filmed, then walked through the Botanical Gardens at Royal Victoria Park, then crossed the river and headed back to The Raven of Bath for lunch.
Victoria Falls Adventure Golf – Bob loves to find fun little in-between activities to do when we’re traveling. This little mini golf course was a blast!
The Roman Baths – Well worth a visit if you’re a history nerd. Be sure to drink the water for luck.
Three things I’ll be thinking about for a while:
Consistency is comforting, but intentional surprises build loyalty.
Every touchpoint tells your brand story. Don’t waste them.
The best service helps people feel welcome and excited, not out of place.
Your turn:
Have you been somewhere lately that had great hospitality and marketing? I’d love to hear about it. Reply to this and tell me everything.
P.S. If you’d like to hear some of my other London recommendations, not just from this trip, let me know!