What do luxury hotel customers want?

Lifestyle trends that today's guests want include an authentic local environment, food and cooking, wellness, and health. For the affluent guest who loves yoga, for example, a themed hotel might offer aromatherapy yoga rooms, week-long yoga retreats, a meditation room onsite, and a restaurant with healthy foods.



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Luxury hotels should have at least one full-service, Michelin-starred restaurant, and preferably more than one. The hotel should also have a café for lighter fare, but with high-end touches. Full-service restaurants should be open for breakfast, lunch and dinner, and the hotel should offer 24-hour room service.

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A high-quality but authentic service High-quality customer service is believed to be the minimum guests expect, and always will be. Polite, approachable, helpful, and pleasant staff are a given standard for quality customer service and easily achievable through some basic training.

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What should a guest checking into a luxury hotel expect? They want to feel like they are being taken care of and their needs will be met by the hotel. They also expect excellent customer service, both from the front desk staff and from housekeeping.

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The new travel luxury: Uniqueness Guests still want fine wines and rich fabric, but they want greater personalized attention. A study from global hotel consultancy HVS London found that the upcoming generation of travelers believe luxury means having unique, enriching life experiences.

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Service and the emotional connection Together they create a guest experience that is unique to the brand and the property. When done right, when genuine, authentic and meaningful – however big or small that emotional connection might be – this is what luxury hospitality is today.

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The most common criteria that affect customer choices are, as such, reviews, hotel facilities, unique experiences, brand trust, location, and personalized marketing.

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Five-star hotels include an extensive breakfast buffet and an assortment of restaurants and dining options. Guests can also expect free access a range of world-class recreational amenities including tennis courts, spa services, swimming pools and 24-hour fitness centers.

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Millennials are Interested in Their Surroundings Since millennials value experiences and personalisation, they appreciate being made aware of the surroundings of the hotel. They want to have information about the activities and places of interest around the hotel so they can tailor their own unique experiences.

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Offer better value, not a better price Because they are looking for an experience, not a bed, luxury travellers are less likely to be enticed by lower prices. What they want is an experience that is worth what they are paying.

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Focus on offering a unique experience Luxury travellers are after unique, memorable experiences. Among the most affluent 1% of American travellers, more than two thirds (69%) say that they regularly take part in “once-in-a-lifetime” activities while on holiday.

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