What made investors bet $900 million on Elizabeth Holmes’ Theranos, despite no proof of concept? How did Apple sell more iPods than Microsoft sold Zune, even though Zune had better hardware? Why was smoking once considered the epitome of glamour, only to be pushed out into the cold? As the Steve Jobs once said, “The most powerful person in the room is the storyteller”, a good story is what binds these examples of success together.
Travel is a storytelling industry, and independent hotels have the potential to turn their stories into unique experiences that guests aspire to live (and book). Earlier this year, I attended a masterclass by Will Storr, author of A Story is a Deal: How to use the Science of Storytelling to Lead, Motivate, and Persuade, and this article covers what I learned about using storytelling to inspire, persuade, and sell.
What Makes a Good Story?
Since the beginning of time, humans have lived through stories. It’s how tribes were formed, reputations were built, and social hierarchies established. According to Storr, the most compelling stories show protagonists overcoming obstacles in pursuit of goals. The audience must see themselves in the hero, connecting with the fundamental human need for survival, connection, and status.
A good story can make consumers believe in a brand without fully understanding its product functionalities. Elizabeth Holmes, for example, promised a cure to a serious problem. Her line, “If I had one wish… it would be that people don’t get sick again,” inspired investors to bet on a fairytale to overcome the public health obstacle – elevating their status as philanthropists and world-changers in the process.
In the 1950s, smoking was considered the epitome of glamour and sophistication, with Hollywood icons from Audrey Hepburn to James Dean making the practice look cool and edgy. The market bought into the trend because they aspired towards the status of their role models. What changed? Public health campaigns, smoking bans, and graphic health warnings rewrote the story, turning smokers into symbols of addiction and poor health. Nowadays, some studies show that nearly half of smokers hide the habit from others.
In the hotel industry, effective storytelling starts with knowing your guest, and allowing them to see themselves in the experiences you offer. But storytelling needs to be supported by a smooth online journey that makes it easy for guests to move from inspiration to booking.
The Best Stories Sell
When a hotel combines a strong brand narrative with an effortless, intuitive online experience, the results are tangible. GuestCentric studies show that properties showcasing their brand prominently through their website and other digital channels have managed to double direct bookings in less than a year.
Aesthetics and storytelling form the foundation of a hotel’s brand—they capture attention, spark desire, and emotionally engage guests. But beauty and narrative alone don’t close the deal. The true power lies in guiding guests seamlessly from inspiration to action.
Hotels must design a journey where the moment a guest feels captivated by a story, they can instantly act—exploring room options, discovering curated experiences, or completing a booking. Every interaction should feel intuitive, effortless, and personal, showing the right offers and content at the right moment.
In other words, a compelling story sets the stage, but conversion-focused design turns engagement into loyalty, and inspiration into revenue. Hotels that master this balance—melding narrative, aesthetics, and seamless functionality both attract attention and turn it into meaningful guest connections and business results.
About GuestCentric
GuestCentric is a leading provider of cloud-based digital marketing software and services that help extraordinary hoteliers promote their brand, drive direct bookings and connect with customers on all digital platforms. GuestCentric’s all-in-one platform provides hotels with the only unified solution for managing their guests’ online journey: award-winning, high impact websites; an integrated, easy-to-use booking engine; social media marketing and publishing tools; a GDS chain code and a channel manager to offer rooms on Amadeus, Booking.com, Expedia, Galileo, Google, Sabre, TripAdvisor and hundreds of other channels. GuestCentric is a proud provider of solutions that maximize direct bookings to hotel groups and independent hotels from collections such as Design Hotels, Great Hotels of the World, Leading Hotels of the World, Relais & Chateaux, Small Luxury Hotels and Small Danish Hotels. GuestCentric is featured on Skift Travel Tech 250, a list of the top 250 travel tech companies shaping the modern-day travel experience.
Melissa Rodrigues
Content Manager
+35 196 157 3854
GuestCentric Systems
