Sensory experiences evoke strong memories, intensify our experience, trigger powerful emotions and tap into unconscious desires. Nowhere is this more important and powerful than in a hotel.
Brands and businesses put a lot of thought into how they look, but few consciously pay attention to the way they are felt. Yet the more senses you appeal to, the stronger the experience and the relationship becomes. The senses appeal to our primal and emotional centres transcending logic. They can create physical responses and create a set of sensory mnemonics or triggers (think Pavlov's dog). At Vetyver we work with hotels to make sure the senses are being delighted and working towards a truly seductive and addictive guest experience. Sensory design and products can also generate new revenue streams and extend your brand outside your hotel into people’s homes and new sales channels.
Before we begin harnessing the power of the senses, it’s really useful to understand the existing experience, so our work begins with a sensory audit - it always throws up a few surprises. For Bespoke Hotels we carried out a Sensory Audit on the Bermondsey Square Hotel, London and worked on a sensory strategy and concepts for the newly launched Gotham Hotel, Manchester.
The audit included a full investigation and report on the sensory experience of the brand covering SEE, HEAR, SMELL, TOUCH, TASTE and FEEL. We looked at the customer journey across space and time and across all channels, assessing how the hotel appealed to each of the senses; how the experience reflects the brand; and how all the senses were working together. The audit combines qualitative and quantitative data and includes interviews with staff, customers and on site visits from our team plus a full set of recommendations.
As a hotelier you have the power to control every detail of your guests experience and how they feel at a given point of that journey, from the colour, pace, temperature, quality, comfort, smell and memorability. Identifying the experiences and the emotional responses puts you in control and gives you the potential to improve your customers’ experiences and their relationship with your brand.
Vetyver offer the full range of sensory services for hotels including signature scents, candles, toiletries, ambient scent, signature food, ambient sound, tone of voice guidelines to name but a few. Having worked with many hotels over the years, such as The Savoy, Raffles, Jumeirah, Waldorf and Bespoke, we understand hotels and your guests.
Turn your hotel into a sensory paradise your guests will remember forever.
For a more detailed description of our offering, and for a breakdown on the potential of the each of the five senses in this area, please download our Sensory Hotels Report.
For more information on the Sensory Audit, please email us at firstname.lastname@example.org.