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Rosewood Matakauri in Queenstown and Delamore Lodge on Waiheke Island have both moved up to Two Keys in this year’s MICHELIN Guide New Zealand hotel selection, a rating that is classed as an exceptional stay.
Both lodges had One Key last year, and both say their teams earned them the second.
Rosewood Matakauri director of operations Davide Barbero says the news was felt right across the team.
“It was a really proud moment for the whole team. The first Key was already a fantastic recognition, but receiving a second Key in our second year made it particularly special. For me personally, the greatest satisfaction comes from seeing the team’s hard work and commitment recognised. It’s a reflection of what everyone does every day, rather than the work of one individual.”
The mood was much the same at Delamore Lodge, which is run by hotel management company Marden Group.
“Totally elated! We were incredibly proud of One Key last year, so to be recognised at Two is a huge moment for the team,” Marden Group chief operating officer Clare Davies says.
Davide says the second Key came from a year of steady refinement rather than one big change.
“I think it is a combination of consistency, attention to detail and the evolution of the overall guest experience. We have continued to refine the operation, strengthen our leadership team and focus on being more proactive rather than simply reacting to guest needs.
“We have also worked hard on creating a stronger sense of place and making the experience feel genuinely connected to Matakauri and Queenstown. Ultimately, I believe the difference comes from the consistency of the experience across every touchpoint.”
The biggest investment has gone into the team, he says.
“It has been much more about service, consistency and the team than one particular investment or renovation. Of course, we continue to invest in the property and in enhancing the guest experience, but I think the biggest difference has been investing in our people – strengthening our operational structure and creating greater ownership across the team.
“For a property like Matakauri, the physical setting is already extraordinary. Our responsibility is to make sure the service and experience live up to that setting every single day.”
Delamore has given the lodge a noticable refresh over the past year.
“We’ve been very deliberate about refining the details and soft refurbishing the lodge, from the pool loungers to the spa. Aside from cosmetic upgrades, guests (and the anonymous Michelin inspectors) will notice the attentive service and how the lodge and the team makes you feel,” Clare says.
Even so, she says new furnishings only go so far without the right team behind them.
“It’s both, but we work hard on service and consistency. We’ve continued to invest in the lodge, with soft refurbishments across our luxury suites, public areas and villas but a beautiful space or room only takes you so far. What guests remember is how they were looked after, and that comes down to our people.”
For Davide, the new rating means holding the team to a higher standard.
“For us, it reinforces the importance of doing the fundamentals exceptionally well, every day. It means being curious about our guests, anticipating their needs, paying attention to the smallest details and making sure there is consistency from arrival through to departure. It also means constantly asking ourselves where we can do better. The recognition is wonderful, but it also raises the expectation we set for ourselves.”
At Delamore, Clare says the lodge also wants guests to leave with a taste of Waiheke.
“Two Keys raises the bar for us and that means paying attention to the finer details, from how we welcome guests and anticipate what they need, no matter the time of day. Every guest stay is personalised and we strive to be exceptional everyday. We also want Delamore to feel connected to Waiheke and its local surrounds, so guests come away with a real sense of the island and its world-class produce and wines.”
Both properties have seen more interest since the announcement, but neither is putting numbers on it yet.
“We have certainly seen a lot of positive reactions and increased interest since the announcement, which is fantastic, but it is too soon to quantify the overall impact. For me, the most immediate impact is the recognition it gives the team and the additional awareness it brings to Matakauri and Queenstown as a destination,” Davide says.
Delamore is heading into its busiest time of year.
“The response from our partners and industry has been fantastic, and of course a lift in website hits/enquiries has been positive since the announcement. We are about to come into our busy summer season, and while many of our guests plan well ahead, the real effect will show over the coming months,” Clare says.
Neither lodge is ruling out a third Key and Davide says “Our priority is to continue improving the experience for our guests, developing our people and protecting the character that makes Matakauri special. If that ultimately puts us in a position to be considered for a third Key in the future, that would be an incredible achievement. But for now, we are focused on enjoying this recognition and celebrating with our team.”
Clare has her sights set just as high.
“Three Keys would be the pinnacle. But we remain focused on looking after our guests and team to deliver an exceptional Two-Key stay for each guest. Our luxury suites will see further light-touch enhancements as we are always looking at ways to constantly take Delamore Lodge to the next level.”
