Concierge-Level Service & 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, and with on-site R&D and manufacturing we have the ability and flexibility to respond to our customer’s needs.

Shipment Promise. We ship domestic orders within one business day from when the order is received, and communicate tracking information via electronic notifications.

Industry ExpertiseEach 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