We’re delighted to announce that Situ’s Guest Care Team has been named ‘Team of the Year’ at the 2026 Serviced Apartment Awards.
This recognition means a great deal to everyone at Situ, particularly because the winner was decided through public voting. To be recognised by the industry, our Partners, and peers who work alongside our team every day makes this achievement even more special.
The award reflects the dedication, professionalism, and care our Guest Care function brings to every guest experience. Whether supporting travellers before arrival or assisting guests during their stay, the team consistently goes above and beyond to deliver the high standards Situ is known for.
Situ’s commitment to exceptional hospitality starts internally, by ensuring our people feel supported, valued, and empowered to succeed. As the business has grown, the Guest Care function has evolved alongside it, introducing a specialist structure designed to create greater operational clarity and sustainable workloads for the team.
Through internal discovery sessions, the department identified two key specialist functions:
- Pre-arrival – focused on preparing smooth arrivals and successful check-ins for guests.
- In-house – dedicated to supporting guests during their stay, with clear escalation processes for any issues requiring additional support.
This structure has allowed team members to specialise in areas where they thrive, while comprehensive cross-training ensures the whole team can continue supporting one another whenever needed. Predictable rotas, supportive technology, and collaborative ways of working have also helped create greater flexibility and balance, particularly during busy periods.
The result is not only stronger operational performance, but also a positive and supportive team environment where people genuinely enjoy the work they do.
Celebrating success is a key part of the Guest Care culture. Alongside regular internal awards and peer-nominated recognition, the team takes pride in recognising the smaller day-to-day wins that make a real difference to guests and colleagues alike.
Lauren Wadley, Guest Experience Lead at Situ, said:
“We’re quick to celebrate each other’s wins and pull together whenever support is needed. I feel incredibly grateful to be part of such a professional, uplifting team.”
This positive culture is reflected across the department, with the team maintaining an average tenure of more than three years and achieving five internal promotions over the past three years.
Abbie Erdbrink, Head of Partnerships and Guest Experience at Situ, commented:
“Huge congratulations to our amazing Guest Care Team, who took home the award for ‘Team of the Year’ at the Serviced Apartment Awards.
It was such a pleasure hearing so many of our Partners say how well deserved this achievement was, especially as many of them work with our Guest Care function on a daily basis.
This award is a huge testament to the hard work Guest Care puts in as a team, the time they invest in building strong relationships, and the way they consistently approach situations by doing what’s right, not simply what’s easiest. Well done team!”
This award is a fantastic recognition of the people behind Situ’s guest experience. Their teamwork, commitment, and care continue to make a meaningful difference to both our clients and guests every single day.
