A Contrarian View on Personalisation in Hotels⛱️
As we’re well into summer and the pace becomes more leisurely, with many of us easing into holidays there’s one notion we ought to challenge.
Year after year, we complain that we haven’t achieved true personalization in hotels. But some things fail for a natural reason. What if it hasn’t worked because, in fact, the majority of people today wouldn’t be happy with it? Especially when traveling for leisure.
How mundane is it that, on my yearly break the one time I want to escape the daily grind, experience new things, try unfamiliar drinks and cuisines, and be open to surprises I’m served the same things I get at home or the expected? Sometimes, the most exceptional experiences come from the unexpected: The new, the surprise, the discovery.
The best brands understand this. And funnily enough, it’s easier to deliver than figuring out a guest’s favorite brand of wine to stock in the room. Instead, invite customers into your universe and immerse them in it. Strip away the familiar and the known. Be a contrarian, that’s where the magic happens, these are the experiences we talk about.
What do you think? Is it time to challenge the notion of personalisation?
