Experience: the new standard in the hotel industry

The hotel industry is no longer just about service and comfort. The modern guest expects more. Nowadays, a hotel stay is a complete experience, with every detail contributing to the experience. Sensory stimuli play an important role: what you see, hear, feel, taste and smell must be in harmony to create a feeling of luxury and comfort. Whereas a hotel visit used to be mainly about 'a bed to sleep in', it is now a total experience that starts at the lobby and continues through to check-out. From delicious food and a warm welcome to soothing music and subtle scents - the full picture has to be right. That balance is essential.

Scent, for example, is one of the most underrated but most powerful aspects of guest experience. It evokes emotions, lingers in the memory and subtly enhances the atmosphere. In many hotels, scent is deployed in the lobby, corridors and lifts, where the first impression is formed. A well-chosen scent can create a sense of relaxation without the guest noticing it directly. In addition, scent can prolong the hotel experience; by giving home perfumes or scented accessories, the memory of the stay lingers longer.

Today's guest is demanding and small details can make or break a stay. One small mistake, such as a bank card not working at check-out, can negatively affect the whole experience. This is why hotels cannot afford any slip-ups. Every sensory element must be balanced so as not to disrupt the overall experience.

Perception is an art that requires precision and harmony. Creating an overall sensory experience requires careful fine-tuning of details, and that can be a challenge. Fortunately, there are specialised partners who can help with this. Together with them, hoteliers can give their guests a unique, lasting impression. The modern guest expects nothing less than perfection, and by investing in experience, that expectation can not only be met, but exceeded.

Patrick Castelain
Managing director Scents