One small but venerable resort did not sit on its lofty laurels when the luxury giant decided to open a nearby property

The Westlake Village Inn near Malibu, California, has been a magnet for Hollywood VIP’s for more than four decades, according to a recent article in Hotels Magazine. Competition had emerged in the form of  Hyatt and Renaissance properties. But it was only when Four Seasons announced its plans to come to town  that owner John Notter began to worry. With no marketing budget or big-chain affiliation, Notter realized he had to make some changes.

He invested about $8 million in the physical property, upgrading rooms and the hotel bar; and he shut down the restaurant for a full year, re-concepting it as Mediterraneo. He also made sure staff salaries were commensurate with Four Seasons.

Most importantly, Notter focused on his top clients—putting on dinners and lunches in their honor and generally making them feel appreciated. Results: In the first six months after the Four Seasons opened, business at Westlake was actually up.

Notter says the presence of Four Seasons may actually have helped, raising the bar for everyone in the area. Read more:  http://www.westlakevillageinn.com