Latest / The Wellness in Hospitality Podcast
162. You Can’t Standardise A Soul
Think about your most loyal returning guests, the ones who come back year after year, without a discount, without a loyalty programme, without being chased.
Now ask yourself honestly: why are they coming back?
It's not your brand. It's a person, a special place, an indescribable feeling that exists nowhere else on earth.
That distinction is key. Because if you're trying to grow your boutique hotel collection by borrowing the playbook from larger hotel chains, you may be destroying the very thing your guests keep returning for.
I'm currently working with a family who own seven boutique hotels…
The skinny
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