Our Type of Hospitality

At The Coach House, Hospitality is More Than a Service — It’s a Philosophy

Built in 1879 by a Salem sea captain and carefully reimagined into a modern boutique hotel, The Coach House carries with it a history of welcome and gathering. Its walls have held stories for nearly a century and a half, and today, those stories continue in a new form.

When we re-opened our doors in 2021—after more than 50 years of operating as a B&B, we stepped into a new chapter of hospitality. From the top (me, as Director of Hospitality), to our concierge and reservation staff, and right down to our amazing cleaners, every member of our team takes immense pride in seeing this place thrive. It’s not just a job for us, it’s a shared passion to make The Coach House a place where people feel both cared for and inspired.

As Director of Hospitality, my role isn’t simply about making sure things run smoothly. My job, and truly, the passion of our entire team, is to anticipate, surprise, and create an atmosphere where every detail feels intentional. Hospitality, for us, isn’t transactional. It’s deeply personal.

A Thoughtful Welcome

From the moment you arrive, our goal is to make you feel like you’ve stepped into a space designed just for you. Each of our rooms offers quiet luxuries: Frette linens, CO Bigelow toiletries, Smart TVs, and thoughtful touches that blend modern convenience with the timeless character of our Victorian home.

We also believe hospitality extends far beyond our four walls, which is why we’ve built meaningful local partnerships. Guests can enjoy complimentary breakfast vouchers to Jaho Coffee & Tea, giving them the flexibility to use them not only for breakfast but also for lunch, dinner, or even evening cocktails.

In addition, we’ve collaborated with a variety of beloved Salem businesses to bring authentic local experiences right to our guests:

• Andrew Michaels Spa & Salon – right across the street, offering our guests exclusive discounts on spa and salon services

• The Good Witch of Salem – whimsical children’s store and experiences

• Harbor Sweets – handmade, locally crafted chocolates

• Boards for Days – curated charcuterie boards, delivered for in-room enjoyment

• Roses & Thistle – beautiful floral arrangements for any occasion

• The Dirt Empress – artistic, bespoke floral creations

…and more. These collaborations allow us to weave Salem’s entrepreneurial spirit directly into the guest experience, ensuring every stay feels personal and distinctly local.

We understand that travelers today value both freedom and ease, which is why we’ve built our signature seamless self check-in. But ease never comes at the cost of warmth. You’ll always find us just a message away, ready to step in with a recommendation, a quick answer, or simply a genuine note of welcome.

We’re proud to be a small business, not part of a commercial, big-brand chain. Every detail at The Coach House is thoughtfully chosen by our team, not handed down from a corporate playbook. That independence gives us the freedom to be authentic, to partner locally, and to craft experiences that feel personal rather than formulaic.

Real People, Real Care

And yes…let’s clear the air. Despite our “digital boutique” style, we’re not AI. When you message The Coach House, you’re not chatting with a bot. You’re speaking directly to me or one of my hardworking team members. We’re a small but mighty staff, deeply invested in the guest experience and united by the mission to make every stay memorable.

We don’t send canned responses. We send care. If you’re celebrating an anniversary, we’ll celebrate with you. If you’re looking for the perfect brunch spot, we’ll recommend a local favorite we’ve personally enjoyed. And if you just need reassurance that everything is ready for your arrival, we’ll make sure you feel cared for long before you step through the door.

Rooted in Place

Hospitality, to us, also means connection to place. Salem is unlike anywhere else: historic, magical, and endlessly welcoming. We take pride in reflecting that same spirit in how we host our guests. Whether it’s welcoming retreat groups who fill our common spaces with laughter, couples marking milestones, or solo travelers discovering Salem for the first time, we see ourselves as stewards of this city’s unique character.

Our role isn’t just to offer a beautiful stay; it’s to weave our property into the very fabric of Salem: the history, the artistry, and the sense of discovery that makes the Witch City so enchanting.

A Different Kind of Stay

The greatest compliment we receive isn’t just that guests loved their room. It’s when they tell us they felt seen, cared for, and truly at home. To us, hospitality is the art of anticipating needs before they’re spoken, creating comfort without intrusion, and offering moments of delight that linger long after checkout.

If you’re looking for a place to lay your head while visiting Salem, we invite you to consider The Coach House. We may not be a traditional hotel, and we’re no longer a B&B, but what we are is something entirely our own: a top-tier North Shore destination for thoughtful lodging and accommodations. Here, history and modernity meet, and every stay is layered with care.

With this re-invented vision, The Coach House has become more than lodging. We’re setting the standard for a new kind of hospitality on the North Shore. And we’re just getting started. Stay tuned for the launch of two sister properties in Gloucester and Lenox, which will carry forward this same vision of thoughtful, personal, and distinctly modern hospitality.

Best,

Marley Chase

Director of Hospitality