The Desmond Hotel Malvern, a DoubleTree by Hilton, Ranked #1 in North America and Top 5 Globally in 2025 Q3 ‘Make It Right’ Awards

The DoubleTree by Hilton brand has recognized The Desmond for earning the highest guest satisfaction scores, marking yet another significant achievement for the hotel. Securing the #1 position once again, The Desmond continues to excel, adding to its legacy of top honors with four previous Hilton awards in 2024, 2022, and 2021.

MALVERN, PA (November 20, 2025) – The Desmond Malvern, a DoubleTree by Hilton, has been awarded the Q3 2025 Make It Right Award. This distinction is presented to the hotel that achieves the highest DoubleTree by Hilton stay scores for the quarter, based on combined metrics including Service Quality, Hilton Honors Appreciation, Problem Resolution, and Overall Cleanliness.

“It is a tremendous honor to be recognized once again. I am incredibly proud of our team, whose dedication and passion continue to elevate our property year after year. This achievement reflects their unwavering commitment, resilience, and remarkable talent. I’m grateful every day for the energy and excellence they bring to their work.”

“At our property, we empower every team member to take ownership and make thoughtful, real-time decisions to ensure our guests feel valued and cared for. Our philosophy remains simple: we trust our team, we believe in their judgment, and we encourage them to do what they feel is right to ‘make it right.’ This level of trust enables genuine, timely, and heartfelt service - something I believe truly sets us apart”, said Michael Chain, General Manager. (32 Years of Service)

“Our guest-centered approach is grounded in genuine gratitude and attentive service. We thank our guests for choosing us, listen closely to their feedback, and always ask how we can do more. This commitment shapes our culture and ensures our team is supported and empowered to deliver memorable experiences that bring guests back,” said Kevin Kessler, Director of Sales. (23 Years of Service).

“As we strive to be the best place to stay, these Q3 winners set the standard for excellence and inspire us all. Congratulations. Your spirit of CARE and commitment to making DoubleTree The Most Caring Brand in the World lie at the heart of our hospitality and define how we Make it Right for every guest before, during, and after every stay.”

“Thank you to every Team Member who continues to invite, listen to, and act on guest feedback through the post-stay surveys in our Stay Experience Platform. These insights help us not only celebrate and recognize our successes but also identify opportunities to prevent issues before they occur and resolve them quickly when they do”, said Shawn McAteer, Sr. VP of DoubleTree Brand.

What are Desmond team members are saying:

Karen/Sales - 38 Years of Service: “Incredible honor and so proud to be a part of such a caring team!”

Benis/Sales - 2 ½ Years of Service: “Oh my goodness! It’s no surprise, because exceptional customer service is what sets us apart.”

Carman/Restaurant Manager - 19 Years of Service: “Fabulous!.  We treat our customers just like family!  

Bill/Front Desk Manager - 25 Years of Service: “Proud that we’ve been able to exceed our guests’ expectations”.

Angelique/Hostess  - 2 ½ Years of Service:  “Happy but not surprised! The reason? Everyone here is looking how to please our customers and put them first.”

Colin/Server  - 35 Years of Service: “Great accomplishment! Such a good feeling!”

Alyssa/Sales – 8 Years of Service: “Excited and appreciative to be recognized for our dedication to the exceptional guest experience here at The Desmond.

Additional Recognitions

• 2025-2018 Best of Weddings – The Knot
• 2025-2018 Couple’s Choice - Wedding Wire
• 2025-2022 Open Table – Diner’s Choice Award Best Restaurants
• 2025/2023 Main Line Today Best Place to Spend Your Wedding Night
• 2024-Q3 DoubleTree Make it Right Award #1 in USA and #4 Globally
• 2024/2022 Main Line Today Magazine – Best Wedding Venue
• 2023 Open Table – Diner’s Choice Award - Best Brunch   
• 2022 Q1: DoubleTree by Hilton Brighter Together Care Award #1 in USA & Canada
• 2021 DoubleTree by Hilton Award of Excellence Top Ranked #2-6 in USA
• 2021 Q3: DoubleTree by Hilton Care Strong Award - #1 in USA & Canada
• 2021 Main Line Today Magazine: Best Hotel Restaurant

OTHER: Philly Cooks Dish of the Year, Brandywine Health Battle of the Berries Best Dessert, Kennett Square Mushroom Festival Best Mushroom Soup

Learn more about DoubleTree by Hilton at newsroom.hilton.com/doubletree, and follow the brand on Facebook, Twitter and Instagram.