Hotel concept is layers and layers of details in interior design, service, branding…

Hotel concept and hotel philosophy are NOT implemented all at once and once for all.

There are infinite ITERATIONS throughout the hotel lifetime.

Those layers are decisions which make the whole. The whole of interior/exterior design, service design/style, branding and offer, guest relations, etc.

Each layer will either ADD TO THE INTEGRITY and build the character of your hotel OR WEAKEN IT.

It is pretty much similar to developing a STORY CHARACTER.  

YOU KNOW when the line in the show you are following sticks out and doesn’t belong. If it keeps happening, chances are you will stop watching it. Same goes for businesses.

Fast thinking entrepreneur might miss to understand how small decisions like colors, materials, the way of addressing guests, brand photography style or welcome gifts, affect the overall experience and reputation of a hotel.

But when something is off, guests will feel it in a way of being uncomfortable, not cozy enough, not feeling accepted, things don’t make sense or feel safe deep in their bodies, people working don’t seem genuine, etc.

We don’t think about what it is about, BUT WE CERTAINLY ARE NOT THINKING ABOUT COMING BACK. 

On the other hand, when everything is well fitted, thought through, with specific intention in mind, things feels at flow and we feel beautiful and at ease.

We don’t need to consciously give benefits to that place and its atmosphere, BUT WE WILL BE LIKELY TO COME BACK.

And guest retention is the aim.

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