In order to understand what it means to provide the "Ritz-Carlton level of servi
By Adam Mellott · October 7, 2026 · Curated by George's Blog
In order to understand what it means to provide the "Ritz-Carlton level of service" to our brands, we first need to experience it. Every quarter, our team votes on who best lives our core values at BTR Media. The prize is one night at any 5-star hotel in the world. I picked something a bit outside the box - the Adora Luxury Hotel in Bled, Slovenia, and it became the best hotel experience of my life, plus the clearest lesson I've gotten on the value we provide to our brands. (If you haven't been to Slovenia, I can't recommend that experience enough 🇸🇮)
One of our core values is Better Relationships - we're the Ritz-Carlton of retail media agencies. Every touchpoint leaves people with a positive feeling. I've said that line a hundred times, but this was the first time I truly felt it from the other side.
Homemade Slovenian drinks at the door. A "continental breakfast" that was some of the best food I've ever eaten. A 5-star chef for dinner, all included. And when my wife got sick, they offered to send a doctor to the room.
That last one really stuck out for me. Nobody asks that. It's not on a checklist, its not part of the hotel offering, but rather, it's what happens when a team is empowered to care about their guests.
That is the whole point. "Ritz Carlton" was never about luxury. It's anticipating what someone needs before they ask, and making every touchpoint land positively, especially the little ones. The drink at the door is easy. The "do you need a doctor" moment is the standard. That's the bar we strive to hit for our brands here at BTR Media.
I've been fortunate enough to experience many parts of our beautiful world. Slovenia, for the record, is one of the most incredible places I've ever been. Go if you can, you will not regret it 🧡
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