Desmond Hotel Malvern, a DoubleTree by Hilton, Ranked #1 in North America and #4 Globally in 2024 Q3 ‘Make It Right’ Awards.

The DoubleTree by Hilton brand has recognized The Desmond for achieving the highest guest satisfaction scores, marking yet another outstanding achievement for this hotel. Securing the #1 spot once again, The Desmond continues to shine, building on its legacy with three previous Hilton top awards in 2021 and 2022.

MALVERN, PA (November 8, 2024) – The Desmond Malvern, a DoubleTree by Hilton has been recognized with the quarterly (Q3 2024) Make it Right Award.  This award is given to the hotel that achieves the highest DoubleTree by Hilton’s Stay Scores trom the following combined metrics within respective quarter and region:  Service Quality, Hilton Honors Appreciation, Problem Resolution and Overall Cleanliness.

“It is an incredible honor to receive this recognition. I couldn’t be prouder of our dedicated team, whose hard work and passion have made this possible. This achievement is a true reflection of their commitment, determination, and remarkable talent, and I am grateful every day for their dedication to excellence. At our property, we empower each team member to take ownership and make decisions in real time to resolve any guest concerns. Our philosophy is simple: we believe in our team, we trust their judgment, and we encourage them to do what they feel is best to "make it right." This freedom allows our team members to respond genuinely and swiftly, creating an experience that I believe sets us apart from other DoubleTree locations, both near and far,” said Michael Chain, General Manager.

“Our guest-centered approach goes beyond just service; it’s rooted in gratitude and connection. We constantly thank our guests for choosing to stay with us, actively listen to their feedback, and consistently ask, "Is there anything more we can do?  This commitment to excellence is at the heart of our culture. We take pride in fostering an environment where our team feels supported and empowered, so they can offer each guest a truly exceptional experience—one that they’ll remember and want to return to,” said Kevin Kessler, Director of Sales.

“Our team has truly earned this recognition, and we’re celebrating not just the award, but the amazing individuals who bring their best every day. This honor reflects their dedication to delivering exceptional experiences for our guests!”, said Kim Mullen, Marketing Director

What are the team members saying about this award?

Karen/Sales - 37 Years of Service: “Pride & gratitude comes to mind first! Consistently excelling in customer service!”

Rachel/Wedding Sales - 3 Months of Service:  “I wasn’t surprised because everyone here is so focused on the guest’s happiness, it’s incredible!”

Shelly/Ass’t Dir. Of Sales – 22 years of Service: “So proud! We are a true team – everyone does their part!”

Anna/HR - 24 Years of Service: “I am not surprised! We treat our hotel as our home and we treat our customers like they are guests in our homes”.

TJ/Reservations - 1 Year, 3 Months of Service: “What a big achievement.  The staff goes above and beyond consistently!”

Bill/Front Desk Manager - 23 Years of Service: “So proud, and so deserving! The hard work pays off!”

Maddy/Front Desk Agent – 1 Year of Service: “The level of customer service is what really drove this award…we are so attentive to our guest’s needs!”

Anne Marie/Rest. Mngr – 21 Years of Service: “Exciting! We are so family oriented and such a close knit group”

Angelique/Hostess – 1 Year, 6 months of Service:  “We deserve it! Everyone works so hard, we all win and we gain from that.”

Jackie/Server – 26 Years of Service: “Not surprised! We go out of our way for everyone, we know everybody, we have their drink before they even sit down, and everyone loves to come here!”

Carman/Rest. Mngr – 18 Years of Service: “We are not a regular hotel.  We are all family and treat our guests like our own family”.

Jeff/Accounting – 36 Years of Service: “Well, first I called Mom and told her! She was the very first florist when the hotel was (Hilton) back in 1988! The neighborhood is our family!”

Neyva/Hospitality – 6 Months of Service: “WOW, that is great!”

Alejandra/Chef – 2 Years of Service: “Surprised! Feel happy because I can work here.”

Todd/Banquet Houseman – 12 Years of Service: “Amazing, the staff is my 2^nd family”.

Brince/Banquet Mngr – 15 Years of Service” “Amazing – we love what we do, and that makes us lovely to our guests!”

A special note from our VIP frequent guest, Joanne

“I’ve been coming to this property since my sister got married here in 1990 when it was a Hilton! So I’ve come full circle! I come to the restaurants, often…for the food, the people, the servers…everything and everyone are great!

Additional Recognitions

• 2024/2023/2022/2021 Best of Weddings – The Knot
• 2024/2023/2022/2021 Couple’s Choice - Wedding Wire
• 2024 Open Table – Diner’s Choice Award Best Restaurants
• 2024/2022 Main Line Today Magazine – Best Wedding Venue
• 2023 Open Table –Diner’s Choice Award Best Brunch   
• 2023 MLT Magazine – Best Place to Stay on Wedding Night
• 2022 Q1: DoubleTree by Hilton Brighter Together Care Award #1 in USA & Canada
• 2021 DoubleTree by Hilton Award of Excellence Top Ranked #2-6 in USA
• 2021 Q3: DoubleTree by Hilton Care Strong Award - #1 in USA & Canada
• 2021 Main Line Today Magazine: Best Hotel Restaurant

OTHER: Philly Cooks Dish of the Year, Brandywine Health Battle of the Berries Best Dessert, Kennett Square Mushroom Festival Best Mushroom Soup

 About Hilton

The Desmond Malvern, a DoubleTree by Hilton is a part of Hilton, (NYSE: HLT) a leading global hospitality company with a portfolio of 24 world-class brands comprising more than 8,300 properties and over 1.25 million rooms, in 138 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 3 billion guests in its more than 100-year history, was named the No.1 World's Best Workplace by Great Place to Work and Fortune and has been recognized as a global leader on the Dow Jones Sustainability Indices for seven consecutive years. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 200 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, X, LinkedIn, Instagram and YouTube.

About The Desmond Malvern, a DoubleTree by Hilton

For over 25 years, The Desmond Malvern has earned a reputation for superior hospitality and comfort featuring 194 non-smoking guest rooms and suites with modern amenities. Situated on beautiful grounds, this luxurious property is a part of the highly regarded Hilton Hotels offering five dining options including a late night pub, room service and outdoor dining. Providing scenic walking trails, onsite basketball & tennis plus indoor fitness center and swimming pool, The Desmond is the perfect setting for an overnight stay or any occasion. Together with award winning restaurants & a creative Chef, they have become a local’s favorite spot for a night out, a delicious meal or special celebration! 

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About DoubleTree

DoubleTree by Hilton is a fast-growing, upscale hotel brand of more than 700 hotels – popular among business and leisure travelers around the world.  For more than 55 years, DoubleTree by Hilton has maintained its philosophy of making guests feel welcome while traveling, prioritizing the spaces and human moments that make travelers feel good.  This can be seen in DoubleTree’s contemporary accommodations and amenities, as well as unique food and beverage experiences like the signature, chocolate chip cookie welcome and an allergy-friendly chocolate chip cookie option, available in the United States. Experience a positive stay at DoubleTree by Hilton by booking at doubletree.com or through the industry-leading Hilton Honors app. Hilton Honors members who book directly through preferred Hilton channels have access to instant benefits.

Learn more about DoubleTree by Hilton at newsroom.hilton.com/doubletree, and follow the brand on Facebook, Twitter and Instagram.