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FROM THE
GROUND UP
Proper Care
Regularmaintenanceand inspectionarekey tomaximizing the lifespanof a
resort’s pillow inventory. Rogers suggests the following guidelines to keep
cushions in top working order:
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Pillows should be fluffed weekly.
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On occasion, pillows should be fluffed and refreshed in a dryer.
n
Regular washing may not be the best bet. “While all pillows are techni-
cally washable, the pillow rarely looks and feels the same after washing.
Washing a pillow is also a very expensive and time-consuming process.
It can often take up to four hours just to dry a pillow.”
n
Pillow protectors can be used beneath pillowcases to deter dust mites
and soiling. “This prevents many of the stains that shorten the life, and
it is very easy and inexpensive to wash the protector versus the pillow.”
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Inspect pillows regularly for excessive flatness, staining, etc. “By doing
this, you can cull out the older, broken-down pillows andmake sure your
guest is getting a good night’s sleep.”
At theSheratonVistanaResort, both regular replacements and inspec-
tions are in place to maintain the pillows in all units, says Tanksley. “All pil-
lows are scheduled to be replaced every two years,” he says, “however,
pillows are inspected annually during maintenance weeks and replaced
as needed.”
PillowMenus: One From Column A …
For some resorts, offering just the basics won’t pass muster, particularly at
high-end, all-inclusive properties. Tomeet the needs of even the choosiest
guests, some luxury resorts have implemented pillowmenus stocked with
a wide variety of different cushion options.
At Karisma Hotels & Resorts’ Azul Beach, a Gourmet Inclusive Hotel
in Mexico’s Riviera Maya, the signature aromatherapy and pillow menu is
a hallmark of its all-inclusive program. And at Barceló Punta Cana in the
DominicanRepublic, a pillowmenu is among the upgraded amenities in its
Club Premium program, along with private concierge service and access
to specialty restaurants.
Palace Resorts has also embraced the pillow-menu trend, making
the amenity available in all rooms at Le Blanc Spa Resort in Cancún,
Mexico, and Moon Palace Jamaica Grande in Ocho Rios, Jamaica, as
well as presidential suites, villas, governor suites, ambassador suites,
and concierge-level units at other Palace Resorts properties.
In each of these units, a pillow menu is placed in the room prior to the
guests’ arrival, says Zahoul. Seven types of pillows are offered: orthopedic,
lavender, mint-lavender, chamomile, goose feather, hypoallergenic, and
water. The most popular selection is lavender, says Zahoul, followed by
orthopedic, mint-lavender, water, and chamomile.
Since its introduction seven years ago, the pillow-menu amenity has
been well-received, she adds: “The guests always have very good com-
ments regarding this subject.”
While guests certainly don’t expect such a wide selection beyond the
basics at every resort, adding some level of choice — be it a pillow menu
or simply an alternate variety — can go a long way toward making guests
feel special for a minimal upfront cost. As one guest at the Azul Beach
described on TripAdvisor.com, perks such as pillowmenus, chilled towels,
andChampagneall contribute to that coveted feelingof beingpampered—
encouraging five-star reviews in return.
Purchasing Made Easy
With Harbor Linen
When looking to purchase new pillows — as well as other
bedding, towels, window treatments, amenity products,
and more — Interval’s developer partners enjoy access to
preferential prices through Harbor Linen.
As for pillow purchasing, Harbor Linen carries a selection of
five pillow styles, along with optional pillow protectors:
n
Glamour Pillows feature patented curved corners that push
fill to the center, maximizing loft (or thickness) and support.
The rounded design also enables quick cover changes and
allows the pillow to stand up for “an inviting presentation.”
Hospitality clients can choose from soft, medium, firm, and
extra-firm varieties.
n
New Generation Pillows boast a nonallergenic microfiber fill
with a down-like feel and stain-resistant, high-thread-count
ticking for a longer lifespan.
n
New Generation “Zone” Pillows balance softness and support
with small whole feathers surrounded by New Generation
fiber in a 233-thread-count cotton cover, finished with a
double-needle corded edge.
n
Softique Pillows are marketed as the “softest down-like
pillow available.” Each 180-thread-count cotton cover is
filled with 23 ounces (652 grams) of super slick cluster fibers.
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Soft & Downey Pillows offer “the comfort of down, at the
price of feather.” White duck down is encircled by white duck
feathers in a 233-thread-count cotton cover.
Harbor’s best-selling pillow is the microfiber-filled New
Generation, Rogers says. The Glamour line is also popular.
Rogers adds that Harbor Linen gets a significant number of calls
from guests inquiring about these pillow types. Both varieties
also offer a lifespan beyond the industry norm, he says. “The
average poly-fill pillow will last about one year,” he says. “Our
[Harbor and Glamour] pillows … will last one-and-a-half to two
years if handled properly.”
Sold in cases of 12, New Generation Pillows are available
to Interval member resorts at prices ranging from US$7.75 to
US$9.88 per unit. Interval-member pricing for the Glamour
Pillows collection ranges from US$6.49 to US$14.43 per unit,
depending on pillow size, case pack, and fill.
Harbor Linen is among the latest additions to the Interval
Affiliate Advantages partners.
OCTOBER – DECEMBER 2016
RESORTDEVELOPER.COM
vacation industry review