Perched on the Portuguese Riviera, InterContinental Cascais-Estoril is a destination where sea views, refined design, and attentive service come together to create a sophisticated guest experience. From its Atlantic-facing terraces to its standout culinary and wellness offerings, the hotel has become a standout in Portugal’s luxury landscape.

Now officially part of the Luxury Lifestyle Awards (LLA) and winner of the Best Luxury Beachfront Hotel in Portugal, the hotel continues to expand its international influence while staying grounded in local character and hospitality values. We sat down with General Manager Mr. Urs Solenthaler to explore how his leadership continues to shape the property’s identity and how the hotel is evolving to meet the expectations of today’s global luxury traveler.

Alexander Chechikov: The InterContinental Cascais-Estoril hotel offers such a distinct location and experience. What do you believe makes the hotel stand out among other luxury properties in Europe?

Urs Solenthaler: What truly sets us apart is our combination of location, design, and service philosophy. Perched on the Atlantic coast, we offer breathtaking views and immediate access to Portugal’s stunning Riviera. But beyond the scenery, it’s the human touch—our team’s dedication to personalized, thoughtful service—that transforms a stay into a memorable experience. We aim to create moments that linger in our guests’ hearts long after they leave..

AC: The concept of “emotional luxury” is something your team speaks about. Could you explain how this translates into real guest experiences at your hotel?

US: Emotional luxury is about connecting with guests on a personal level. It’s not just the design or amenities—it’s anticipating what will make someone feel valued and cared for. From a handwritten note celebrating a special occasion to a bespoke wellness journey on our terraces, every touchpoint is designed to evoke joy, comfort, and a sense of being uniquely seen.

AC: Your guest satisfaction score is impressive, 96.1% according to Medallia. What are some of the internal practices you credit for maintaining such consistently high service levels?

US: Our philosophy is simple: hire exceptional people, empower them, and ensure they feel genuinely part of our community. We invest heavily in training, mentorship, and cross-department collaboration. Every team member understands their role in shaping the guest experience, and we encourage autonomy so that solutions are immediate and heartfelt. Consistency comes from passion, not scripts.

AC: Sustainability appears to be a key part of your hotel’s DNA. How do you approach balancing environmental responsibility with delivering high-end hospitality?

US: Sustainability is integral, not an afterthought. From sourcing local produce and using renewable energy to minimizing single-use plastics, we design our operations to respect the environment. Importantly, we ensure that luxury never feels compromised; guests enjoy experiences that are both indulgent and responsible. The two can coexist beautifully when innovation meets intention.

AC: You’ve recently focused your growth strategy on the Middle East and Latin America. Why are these markets important to you, and how are you adapting your offerings to suit those travelers?

US: These markets represent guests who value culture, exclusivity, and tailored experiences—qualities that align perfectly with our positioning. To meet their expectations, we’ve enhanced personalized services, introduced regional culinary offerings, and trained our team on cultural nuances. It’s about creating familiarity within the extraordinary, so every guest feels at home even while experiencing something new.

AC: Collaborations are an important part of your brand story, from Café Joyeux to Too Good To Go and Reefood. How do these partnerships influence your hotel’s identity?

US: Partnerships allow us to extend our values beyond the hotel walls. Whether it’s promoting social inclusion with Café Joyeux or reducing food waste with Too Good To Go, these collaborations highlight our commitment to community and sustainability. They add depth to our identity and give guests meaningful ways to engage with causes that matter.

AC: You’ve also maintained long-term collaborations with sister properties in Lisbon and Porto. What value do these kinds of connections bring to your guests and team?

US: Our connections with Lisbon and Porto allow for knowledge sharing, cross-training, and curated guest experiences across the region. Guests enjoy consistent quality while also discovering unique local flavors and services. For our team, it’s an inspiring network that fosters creativity and professional growth.

AC: The hotel’s digital presence, particularly on Instagram and LinkedIn, seems carefully managed and visually strong. How important is digital storytelling to your brand strategy?

US: Digital storytelling is essential. It’s the first window into our world for many guests. Through authentic visuals and narratives, we can convey not just the beauty of our property but the experiences, emotions, and values that define us. Social media is where inspiration meets connection, and we use it to spark curiosity and build trust.

AC: From your perspective, what does the modern luxury traveler look for in a beachfront stay that perhaps didn’t matter five or ten years ago?

US: Today’s luxury traveler seeks immersive experiences, sustainability, and emotional resonance. They care about wellness, authentic local culture, and personalized service more than ever. While five years ago luxury was often defined by opulence alone, now it’s about meaningful moments, memories, and a sense of purpose in the choices they make.

AC: Finally, having now joined the global network of LLA winners, what are your hopes for how this affiliation will support your future goals?

US: Being part of the Luxury Lifestyle Awards community validates our commitment to excellence and inspires us to continue innovating. It opens doors to international collaboration, knowledge exchange, and greater visibility for our hotel. Ultimately, it helps us elevate experiences for every guest, reinforcing our position as Portugal’s premier beachfront luxury destination.

Thank you very much for offering us a closer look at what makes InterContinental Cascais-Estoril such a unique player in luxury hospitality. Your leadership and innovative mindset continue to elevate the guest experience in Portugal and beyond.

To discover more about the amazing hotel, visit:

https://www.ihg.com/intercontinental/hotels/gb/en/cascais-estoril/liset/hoteldetail