Have you ever been to a hotel for the first time and said, “I’m going to remember this hotel and I’m going to come back here” as you checked out?
Sure, you’ve got at least one favorite hotel in mind. The reason why that particular brand stuck with you probably goes beyond mere exquisite interiors, clean duvets, breathtaking views, and top of the line room service. Yes, nearly hotels thrive in providing professional service but only a few take pride in offering personal and genuine hospitality– and that’s something worth coming back for.
Hotel entrepreneurs not only focus on the business side of running a lodging establishment; they also master psychology to learn ways to turn guests into loyal patrons. We reveal four simple yet clever approaches hotels take to leave a lasting impression on their staycationers.
1. They take it personal
Marketing has evolved from “drink this soft drink because it’s delicious and refreshing” to “drink this soft drink, taste happiness, and share good vibes.” You see, it’s about engaging customers on an emotional level. Hotels aren’t just selling a pricey room to rest – they are selling experiences. That said, a hotel that treats you not as a room number but more of a guest does leave a positive impact.
They remember you so you could remember them. Some hotels make an effort in remembering their guests’ names when addressing them. “Is there anything I can help you with, Mr. Willams?” sounds a lot better than “is there anything I can help you with, sir?” so is “Cappuccino for Ms. Kathryn” than “Cappuccino for room 1309.”
Next is taking note of your personal preferences, like food, relaxation preferences, interests, and ideal destinations, so they could serve you better during your stay and possibly when you come back.
2. They lure you with welcome gifts and awesome freebies
Some hotels top their guest’s expectations with pleasant surprises, like welcoming them with gifts the moment they enter the room. The gifts need not be grand. Hotels often put fruits, flowers, chocolates, and petit fours on the room’s desk, along with a welcome card. Some hotels take their hospitality game to the next level with personalized handwritten greeting cards.
The first impression lasts and some hotels create the lasting impression the very first minute their guests arrive in the foyer. One hotel in Cheshire, North West England, greet their guests with a basket with cookies, jam, and wine. Another hotel in Jamaica serves a cocktail drink upon check-in so their guests can quickly get in the vacation spirit.
3. They satisfy you with great food
The old saying, “the way to a man’s heart is through his stomach” also works in attracting customers. The palate never lies – a hotel can skimp on the lobby lighting fixtures and nobody will ever notice, but when they skimp on food, everybody will definitely remember.
Some hotels have a slight edge over their competitors, and that’s because of the chefs they hire. There are hotels whose “free breakfast buffet” looks like a feast fit for royalty in terms of quantity and quality. They provide memorable experiences, and these are the properties we, as guests, are dying to come back to.
4. They believe in the power of fragrance
One of the sneakiest ways to make guests come back is the signature scent, according to an article published in Reader’s Digest. People go crazy for mood-lifting, sleep-friendly essential oils including lily of the valley, jasmine, rose, and green grass. Hotels capitalize on this idea and use some form of aromatherapy to lure guests back.
Not only fragrances are linked to mood, pleasure, and well-being – they’re also associated with memory. A signature hotel scent can have a lasting impression which is vital in building brand identity. “When a hotel, especially a brand that prides itself on creating lasting memories and special moments, offers a signature scent, it is creating a scent memory to scent memory to cement experiences,” says LATHER founder, Emilie Hoyt. She added, that if the guest happens to smell a note of the fragrance used in the product, they instantly remember their stay at the hotel.
Author Bio: Carmina Natividad is one of the writers for Holiday Inn Parramatta Accommodation, a modern hotel in Western Sydney known for their exceptional accommodation, service, and location, which appeals to travelers in Australia. She has always been passionate about giving in to her wanderlust and collecting mementos from different places.