Stepping into the stay

What is the impact of first impressions in travel? How do customers expect to be welcomed, and how does that welcome shape the rest of their stay? For this stage of the customer journey, we visited Amanruya in Turkiye to experience the ultra-luxury hotel group recognised as having one of the best customer services in the world.

“Ruya” means dream in Turkish, and stepping into Aman’s Bodrum resort feels like entering one.

The blend of Aegean and Ottoman architecture connects with the coastal town’s stone houses and captivating greenery to create a sense of peace and tranquillity upon arrival. The first step into this calm atmosphere sets the tone for the rest of the holiday, carried through with exceptional service that anticipates guests’ needs and preferences to ensure they leave with beautiful memories. With a pre-check-in preferences form that follows the philosophy of “no request is too great and no detail too small,” Aman’s signature in customer service means not just reacting but also predicting.

During the resort’s complimentary tea time, guests are served traditional Turkish çay and appetisers overlooking the turquoise waters, resting on top of the sedir, which is a long cushioned bench typical of Ottoman palaces. Attentive and kind staff members take the time to learn about each guest’s preferences, adding a personal touch to the experience. Each detail of visiting an Aman resort is designed to feel like being hosted by a generous friend rather than engaging in a transactional exchange, and that is what makes the resorts stand out. This is the sentiment that Aman has purposefully created to deliver on its promise of high-touch, unrivalled customer service that builds loyalty.

This spirit of welcome lies at the heart of Aman’s philosophy, dating back to its very first resort, Amanpuri in Thailand, where guests are greeted with gifts, local treats, and fresh coffee. What distinguishes Aman is how attentive and personalised service is consistently delivered across its destinations to offer its returning guests a promise of comfort, connection, and calm wherever in the world an Aman journey begins.