10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us

Speaking of Experience

  • 10minhotel
  • 27 September 2025
  • 2 minute read
Total
0
Shares
0
0
0

The word “Experiences” has been cheapened. It’s plastered on every brochure, website, and PowerPoint slide, a lazy substitute for actually delivering something memorable. I see it and I’m left wondering, what in the hell are we talking about? Is the anemic continental breakfast an “experience”? Is a slightly faster check-in process a truly profound “experience”?

The word has been drained of its soul, a shiny veneer used to romance ourselves and our customers. It dresses up the very basic product most hotels provide—a bed, a shower, and a few towels. The in-room Wi-Fi isn’t an “experience”; it’s a non-negotiable utility, as essential as running water. We speak as if these basic deliverables are some kind of grand, transformative journey, and frankly, it’s starting to sound like a lie.

The real disconnect lies in our operational reality. We’re an industry built on silos—reservations, front desk, housekeeping, food and beverage—and our systems are often equally isolated. How do you create a seamless, integrated “experience” when your technology doesn’t talk to itself and your teams operate as separate fiefdoms? You can’t. The structure simply isn’t there. The “experience” becomes a series of disjointed transactions, not a holistic journey.

So, has “experience” become a purely digital thing? A word we use to describe a frictionless online booking process or a personalized email that knows your birthday? Or is it just a word we like to throw around because it makes us feel good, a way to pretend we’re delivering something more than a room for the night? We romanticize the notion, but we rarely build the manpower, the tools, the structure, or the focus required to actually deliver on the promise.

What Is Hotel Revenue Management?
Trending
What Is Hotel Revenue Management?

Think about the real world. A truly memorable experience is one where every element, every human interaction, every detail, is perfectly choreographed and feels effortless. It’s the result of a deliberate, cross-functional effort. But how many of us are building business models where the front desk is incentivized to work seamlessly with the restaurant staff, or where housekeeping’s insights are used to personalize a guest’s stay? Very few.

Until we stop using “experience” as a marketing buzzword and start treating it as a strategic imperative, building the people, the tools, and the structures to deliver on it, the word will continue to be a hollow promise. It’s our latest cool industry term to throw around, but the emperor, I fear, is wearing no clothes.

Life is so tech. But genuine experience is profoundly human and requires a lot more than just a buzzword.

Mark Fancourt

Total
0
Shares
Share 0
Tweet 0
Pin it 0
You should like too
View Post
  • Columns

Are you being served, Sir?

  • 10minhotel
  • 25 October 2025
View Post
  • Columns

How ya like me now?

  • 10minhotel
  • 18 October 2025
View Post
  • Columns

“A (substitute loyalty program name) Hotel”

  • 10minhotel
  • 11 October 2025
View Post
  • Columns

Don’t Fence Me In

  • 10minhotel
  • 4 October 2025
View Post
  • Columns

Elegantly Wasted

  • 10minhotel
  • 20 September 2025
View Post
  • Columns

The Summer of Love at The Lake Como EDITION

  • 10minhotel
  • 20 September 2025
View Post
  • Columns

Profound Understanding

  • 10minhotel
  • 13 September 2025
View Post
  • Columns

The Wrong Name Can Sink You (Forget About Branding)

  • 10minhotel
  • 13 September 2025
Sponsored Posts
  • What does exceptional hospitality look like today? Download SOCIETIES Magazine

    View Post
  • Winning the World Cup of Demand: A Revenue Management Playbook for Major Events – LodgIQ

    View Post
  • The Practical Guide to Hotel Automation

    View Post
Latest Posts
  • RobosizeME Launches Executive Guide on Hyperautomation for Hospitality Leaders
    • 27 October 2025
  • #revenuemanagement #commercialstrategy #hoteltechnology #hospitalityleadership #lodgiq #rms | LodgIQ
    • 27 October 2025
  • #luxurybranding #visualidentity #digitalpresence #aestheticsofluxury #brandstrategy #luxury #luxuryhospitality | Margot Zenina
    • 27 October 2025
  • Wunder Werkz chooses “humble materials” for Semiprecious bar in Denver
    • 26 October 2025
  • Leading Through a Firestorm – Gregory Day, Malibu Beach Inn
    • 25 October 2025
Sponsors
  • What does exceptional hospitality look like today? Download SOCIETIES Magazine
  • Winning the World Cup of Demand: A Revenue Management Playbook for Major Events – LodgIQ
  • The Practical Guide to Hotel Automation
Contact informations

contact@10minutes.news

Advertise with us
Contact Marjolaine to learn more: marjolaine@wearepragmatik.com
Press release
pr@10minutes.news
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
  • 📰 Columns
  • About us
Discover the best of international hotel news. Categorized, and sign-up to the newsletter

Input your search keywords and press Enter.