> the quality of the room wasn’t noticeably better than other places I’ve stayed
I broadly agree with you on their hotels. But I’d note that Four Seasons doesn’t compete on room quality, but service. If you planned your stay perfectly they shouldn’t outperform. But if you forgot something, or need help with something weird, they have a habit of being halfway legendary. (Colleague left his suit at home. They had one made overnight. Concierge apparently knew a suit maker’s cell.)
Memorable experience at a four seasons in Shenzhen (memorable for how well they fixed my screwups that is), I had forgotten my laptop charger (apple laptop). They didn't have any I could borrow, went to the apple store to buy one and lent it to me. I forgot my phone in the taxi arriving at the airport. Noticed immediately, I tried calling my phone, the taxi driver hung up immediately on me (so he knew I left my phone there and was probably planning on selling it). I called Four Seasons, they had kept a record of the taxi number, got the phone fedexed it to my destination.
This is exactly it. The middle class (even upper) aren’t really used to the “mention something, get it fixed” type of lifestyle. But that’s what you’re paying for.
I broadly agree with you on their hotels. But I’d note that Four Seasons doesn’t compete on room quality, but service. If you planned your stay perfectly they shouldn’t outperform. But if you forgot something, or need help with something weird, they have a habit of being halfway legendary. (Colleague left his suit at home. They had one made overnight. Concierge apparently knew a suit maker’s cell.)