Truly retail to hotel guests
Much like how the airline industry leverages wider products to capture, own and keep the customer, hospitality has the opportunity to do the same
The notion of the Experience Economy is nothing new, but in the last few years hoteliers have upped their game by providing more holistic value-driven experiences to their guests which go beyond commodity-steered sales based purely on rooms.
Key takeaways
- OTAs have steadily driven down the value of a luxury hotel to just the room rate. When the reality of the luxury offer is so much more;
- For a long time, brands have focused on creating unique experiences to differentiate themselves from competitors and resonate with customers on a deeper level;
- Hoteliers are in a unique position to surprise and delight guests, creating special moments which make memories. Crafting an exceptional experience adds to the sentiment and reputation of a hotel.
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