If you own or operate a hotel, what business are you in? If you answered “the hotel business,” you might already be losing ground. The best hotels—the ones with deep loyalty, cultural relevance, and undeniable pull—aren’t just selling rooms. They’re selling stories.
This might sound counterintuitive. After all, people book hotels because they need a place to sleep, right? Yes—but no. If that were true, every guest would choose the cheapest, most convenient option every time. And yet, boutique hotels, lifestyle brands, and independent properties continue to thrive by charging premium rates, despite travelers having access to thousands of budget accommodations. Why? Because great hotels don’t just offer a place to stay—they craft a compelling story that guests want to be part of.
Think back to the most unforgettable hotel stays you’ve had. What do you remember? The thread count of the sheets? The square footage of the room? Probably not. You remember how the place made you feel.
“People don’t book hotel rooms—they book how they want to feel.”
That’s the power of story. When people travel, they aren’t just moving from one place to another—they’re stepping into a different version of themselves. A great hotel knows this and doesn’t just provide a room. It provides a narrative that guests can immerse themselves in, shaping their experience in a way that transcends the physical space.
Why Most Hotels Get It Wrong
Many hotels market themselves with the same tired promises:
✔ “Luxury accommodations”
✔ “Unparalleled service”
✔ “A home away from home”
The problem? None of these statements are unique, and none of them tell a story. They’re bland, expected, and interchangeable—meaning they don’t create emotional resonance with guests.
The most successful hotels in the world don’t market rooms—they market a vision, an emotion, a world that guests step into when they arrive. Here’s how:
1. They Create a Sense of Place
The best hotels don’t just exist in a location; they embody it.
Take The Ozarker Lodge in Branson, Missouri. It’s not just another roadside lodge—it’s a nostalgic, design-forward retreat that taps into the region’s outdoor lifestyle and adventure culture. From curated communal spaces to fire pits designed for storytelling, The Ozarker doesn’t just exist in the Ozarks—it celebrates it. Guests don’t just stay in Branson; they become part of it.
Similarly, The Hoxton ensures each of its locations is a reflection of the neighborhood—whether it’s the artsy vibe of Williamsburg, Brooklyn, or the historic charm of Amsterdam. Guests aren’t just booking a room; they’re immersing themselves in the culture of the destination.
If your hotel is located somewhere special, it should feel special. Instead of generic decor and mass-produced experiences, think about how your space, design, and programming can reflect the character of your city or region.
2. They Have a Distinct Point of View
Great brands—whether in hospitality, fashion, or media—stand for something. They have a perspective.
The Parker Palm Springs isn’t just a desert retreat; it’s a playful, design-driven fantasy with an almost Wes Anderson-like aesthetic. Its tagline, “We believe in cocktails and dreams”, instantly communicates a vibe that resonates with its audience.
What does your hotel believe? What’s your philosophy on travel, hospitality, and human connection? Bake that into everything from your brand messaging to the guest experience.
3. They Engineer Signature Moments
Disney doesn’t just provide rides; it creates magical moments. Similarly, the best hotels design moments that are so memorable that guests can’t help but share them.
Think of Amangiri, a luxury resort in the Utah desert. It doesn’t just offer a stay; it offers the surreal experience of floating in a pool surrounded by otherworldly rock formations. It’s an Instagrammable, emotional, story-worthy moment.
Identify one thing your hotel does differently that makes people say, “You have to experience this.” It could be a ritual, an unexpected perk, or an unusual design feature that sparks conversation.
4. They Leverage Storytelling in Marketing
Look at Bunkhouse Hotels (Hotel San José, Hotel Havana, Austin Motel). Their content isn’t about listing amenities; it’s about evoking a feeling. Their social media and website highlight guests’ experiences, local culture, and the quirky, eclectic vibe that makes them unforgettable.
Ditch the standard “Here’s our lobby and a room shot” approach. Instead, show how people experience your hotel. Share real guest stories, local collaborations, and behind-the-scenes insights into your brand’s world.
5. They Build Communities, Not Just Accommodations
The best hotels don’t see guests as transactions; they see them as part of a community.
This is why Soho House thrives—not because of its rooms, but because of the sense of belonging it creates. Guests feel like insiders, part of a club that represents a certain lifestyle and set of values.
Make your guests feel like insiders. Whether it’s through a members-only experience, a local-driven approach, or guest perks that extend beyond their stay, build a brand that people want to align themselves with.
Your Hotel’s Story Is Your Greatest Asset
If your marketing strategy is focused solely on selling rooms, you’re leaving money—and loyalty—on the table. Guests don’t just want a place to stay; they want a story to tell. And the best hotels in the world don’t wait for guests to create that story on their own—they engineer it at every touchpoint.
“Forget competing on price—compete on meaning.”
When a hotel has a compelling story, guests don’t just visit—they become part of something larger. They return because they feel connected. They share their experience with others because it made them feel something.
So, ask yourself:
- What emotions does your hotel create?
- What story do guests tell their friends after they check out?
- What makes your experience unforgettable?
The future of hospitality doesn’t belong to the best-priced room—it belongs to the best story.
And if your hotel isn’t telling one…. someone else will.
