In a sport surprisingly eager to pick holes in itself, it is a genuine pleasure sometimes to be able to simply say, “Well done.” This weekend is one of those occasions, residing as I am in the Barcelo Hotel in Hinckley.

Barcelo’s previous encounters with the IPA Tour players have had mixed results, with rumours of a impending parting of the ways due to individual players’ indiscretions being an occurrence as recent as two seasons ago. It is not the intention of this article to begin to re-dredge those muddy waters, but it must be noted that many companies would have been tempted to withdraw their support and co-operation, no matter what the level of financial incentive, in the face of some of the whispered about deeds of a select few. Letters were forwarded to every member of the IPA Tour, warning of dire consequences for those that felt it prudent to put further strain on the relationship between the IPA and Barcelo, and it looked as if this situation could culminate in the most prestigious tour in the country being without one of their main sponsors and also venues for their events.

I was not, of course, privy to the conversations that took place between the parties concerned, but thankfully, their relationship was repaired sufficiently that another season began with the Barcelo venues still being used, and it is thanks to that kind coincidence that I sit here in one of the most luxurious bedrooms I have ever had the pleasure to stay in, and have the opportunity to write this piece on the increasing efforts of the chain to make our stay here more pleasant. As is the norm, it is the small details that have made the difference.

The experience began with the checking in, which was just as polite and efficient as ever. No real change there, and I wouldn’t even be mentioning the simple mundane act of checking in were it not for the fact that myself and my room-mate were both handed pieces of paper as we took out room key-cards. I have to be honest, and admit that the first thing that went through my mind was that someone had potentially broken the rules again, and that this would be some form of reminder or even remonstrance regarding the hotel’s own code of conduct.

Instead, I was pleasantly surprised to be confronted by a letter from the general manager of the hotel, which began “Dear Player,” and went on to welcome us to the hotel. The letter went on to contain details of which drinks deals we would be subject to, when food would be served, and other ostensibly insignificant information. Without looking to over-romanticize the concept of a welcome letter, I still feel the need to point out that I was impressed with the little extra effort. The letter was unnecessary, largely ineffective, and yet welcome in spite of all that. It was a little pointer that showed some thought had gone in, and I personally put a lot of store in the fact that people make the effort to do the little things.

The room itself was perfect, as always, while the bathroom facilities simply never fail to amaze. I defy anyone to have a shower here and not enjoy it. Seems silly to say, but when people say things like “I feel human again” and associated terms indicating various degrees of reinvigoration, (including but not exclusive to exclamations regarding some somewhat varied and dubious views on reincarnation….) after a hot shower, then it also seems remiss to refuse comment on bathroom facilities when commenting on a hotel’s respective level of hospitality. Therefore, let me reiterate; The showers here are amazing. The sort you never want to extricate yourself from. They are a massive part of the whole experience, and considering the dribble that I put up with at home which resembles a Rottweiler’s Pavlovian response to a bell being rung, which should be called a ‘leak’ more than a shower, the showers here are all the more enjoyable for me.

The beds are comfy, while having the slight disadvantage of being so big I tend to endure dreams of being lost in the Amazon when sleeping here…. Still, a small price to pay for the comfort which they provide.

It would seem, though, that the efforts toward extra hospitality were not restricted to a letter at reception, and an overly generous ration of biscuits on the dresser, but also a fantastic attitude from all staff at breakfast. Seriously, I feel that these small details need noting. While I expect courtesy from hotel staff, and a certain degree of efficiency, this morning’s breakfast was interspersed with genuine care from the staff, from the lady who brought the coffee round to the admittedly quite hot young lady that showed us to our table. Staff were overtly friendly, rather than simply withdrawn and polite in a “I’ve done what you asked, now can I leave” sort of way. The coffee lady even came back after 10 minutes and replaced my (disgracefully neglected) coffee, with a smile and a “I thought this looked like it would be cold, so I brought you a new cup,”

As a former manager in retail, these are the sort of things I notice and appreciate. A real smile, a real greeting, a genuine interest in a customer’s welfare are key to making the difference between an indifferent weekend away and a really good one. The staff at breakfast this morning really could not do enough for us, and I was genuinely grateful for that.

I even noticed that the staff wandering around picking up glasses last night, whether by individual experience or explicit direction, were careful to stop doors closing noisily in the playing arenas, didn’t enter the arena itself (as had previously been commented on, unfortunately) and made sure they were aware of players’ line of sight, so as to avoid distracting them. It was refreshing to see, and made a real difference to the way in which I felt about the hotel and its efforts towards us as players.

So, in summary, I have made a mistake. At the top of this article, I mentioned that found a genuine pleasure in being able to say “Well done.” I was remiss in forgetting those other words, which are unfortunately rare in pool circles. To the manager and staff of the Hinckley Island Barcelo Hotel, I personally (as I do not have the authority to speak for the rest of the IPA Tour players) would like to say, “Well done”, and also “Thank you”.

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