Don’t Book Your Retreat Venue Until You’ve Read This.

Mary, a full-time Director of Operations, is already clocking over 40 hours a week. Now, she’s been handed the task of organising the company’s retreat. The deadline? Three months.

Between meetings and staff reviews, she’s frantically emailing hotels—only to hear back that they’re either sold out or don’t meet the requirements.

‘Am I going to be known as ‘the colleague that organised the worst offsite’?, she worries.

Finally a hotel responds. It’s Anna, the friendly group responsible. Anna confirms all the essentials:

• One large meeting room & a breakout room – check ✅
• Availability for 40 single rooms in September – check ✅
• Ensuite bathrooms – check ✅
• Lunch and coffee breaks – check ✅

‘Thanks Anna, you saved me’, Mary thinks,  as she quickly books and sends over the 40% deposit.

But a few weeks later, chaos sets in.

Anna, who was so responsive when closing the deal, is now nowhere to be found. Emails go unanswered, and surprises keep popping up:

• Why are they suddenly being charged €3k extra for a projector and screen?
• Did the merch even arrive?
• Why is there only one dinner option? What about the vegetarians?
• Where’s the confirmation for the extra night for the CEO she requested two weeks ago?
• Is the Wi-Fi strong enough for a teleconference?

Mary is now buried under a mountain of open questions and even more sleepless nights.

Unfortunately, Mary’s situation is not rare.

Portugal alone has 1860 hotels and 38.000 restaurants. Finding the ones with the right criteria can already be tricky enough.

But with 9 years of organising retreats, I have found out that there is one even more crucial aspect for the success of your company retreat:

— it’s the hotel’s group coordinator.

Why Your Hotel’s Group Coordinator is So Important

This person is your main (and only) point of contact. Their quick responses, constant availability, and dedication to excellence are crucial.

They stand by your side, not just in planning but during the retreat itself, ensuring everything runs smoothly. And when things go a bit sideways (because sometimes they do), they’re the ones who need to save the day.

Essentially, they can have an impact on:

• Room changes and new meeting room setups
• Set up of technical equipment
• Local recommendations for activities and restaurants
• Coordinating meals, coffee breaks & restrictions
• Punctual invoices and accurate charges
• Managing transportation
• Communication: keeping you informed and addressing concerns
• On-site crisis management
• Your entire retreat budget

Given this, here are a few red flags to watch out for:

• Takes More Than a Week to Provide an Initial Quote: If they’re slow at the start, expect delays throughout the process.
• Avoids Your Calls or Doesn’t Return Them: Communication is key. If they’re dodging you now, imagine how it’ll be when the pressure’s on.
• Isn’t Responsive to Your Questions: You need someone who’s on top of every detail. If you have to ask twice, that’s a problem.
• Doesn’t Provide the Information You Need: If they’re not giving you what you ask for—even after multiple requests—it’s a major red flag.

Learn from Mary’s Mistakes

Mary thought she had everything in place. A nice venue, great amenities, deposit down. Then things unravelled—unanswered emails, surprise costs, and sleepless nights.

The takeaway? The venue’s characteristics don’t matter if the hotel coordinator isn’t reliable.

Slow responses? 🚩. Dodging calls?  🚩  🚩All red flags. If they’re not committed to excellence, your retreat might not be either.

So, when picking a venue, don’t just check the amenities. Check the coordinator.