The memorable consumer experience in luxury hotels

The case of the Le Monumental Palace Hotel

Abstract

In an era of high competitiveness in the hotel sector, hotels are increasingly aware of the need to create value for their guests through experiences. This reality has particularly affected the luxury segment, as hotels emerge as the key element to provide the best possible experience during the customer's stay. In order to analyze the impact generated by the Environmental and Human dimensions on the guest's final experience, a qualitative methodology was adopted, based on the analysis of 40 comments written by guests on booking and tripadvisor platforms, and on the conducting four presence interviews.

The results suggest that the dimensions considered play a major role in the experience of the luxury customer. While at the Environmental level, aspects such as the comfort, history and quality of the facilities are valued, in terms of Human interaction, the attitude and proactive service of employees is highly valued.

The conclusions obtained highlight the greater relevance of the Human dimension in the differentiation of a luxury service, resulting from the importance of teams and their ability to create an emotional relationship with the client.