That's what greets you at reception in a five-star spa. I saw this photo from Holly Joint's LinkedIn, she's not in hospitality, just a guest paying for a luxury experience. And she noticed. Of… | Nicolas Vorsteher | 29 comments

This article was written by a Hotel Marketing Flipboard. Click here to read the original article

That’s what greets you at reception in a five-star spa.

I saw this photo from Holly Joint‘s LinkedIn, she’s not in hospitality, just a guest paying for a luxury experience. And she noticed. Of course she did. Even the VGA cable…

When you’re paying premium prices, every detail matters.

You can’t sell luxury just by adding marble floors and golden vintage furniture. Luxury lives in the service. In the details. In every single touchpoint of the guest journey.

Holly didn’t post about how amazing the spa was. She posted about what shocked her. That’s the story she carried away. That’s the story she shared.

And she spoke up. But how many guests see something like this, say nothing, and simply never come back? Never recommend you?

This is what quietly kills your brand.

A visible monitor was fine in 1984, it made you look modern. Today? It signals that no one’s paying attention anymore at your hotel. Once luxury, now just overpriced.

My challenge to anyone in hospitality: Walk your property today. Do the full guest journey with fresh eyes. Sit where your guests sit. See what they see.

Then fix what needs fixing.