Customer Care

From the moment a property entrusts us with their business, we work diligently to provide a consistently outstanding level of customer service.

  • Empowered Teams. We empower and equip our Customer Care team to make decisions quickly for our customers; each member has the appropriate training and authorisation to make all decisions regarding our customers’ needs. We truly are committed to making every interaction with our organisation a positive one.
  • Inventory Commitment. We maintain a fully stocked warehouse in the UK and have distribution partners in Europe, Dubai and South Africa to serve local markets in these regions.
  • Shipment Promise. Orders can be placed by email, fax or telephone. Orders placed before 2pm (Mon-Fri) will be shipped the same day. All orders are carefully picked and packed by our fully-trained warehouse personnel and are checked for accuracy and stability before leaving our facility.
  • Industry Expertise.  Each account is assigned a dedicated account manager, fully committed to partnering with hoteliers to exceed expectations of the modern traveller. We stay on top of hotel trends, product, and packaging innovations to provide valuable resources and guidance throughout the partnership.

This is the Gilchrist & Soames definition of Customer Care.

We pride ourselves on having the best customer care and account management team in the business.

Meet the Team