160. The Guest That Nobody Remembered

The Wellness in Hospitality Podcast · May 10, 2026 · 40m

When did you last walk through your own hotel as a guest?

Not as the owner who knows every corridor, every staff member, every shortcut it took to build the place.

But as the guest who saved for this trip, planned it months in advance, and arrived with one simple expectation: to be looked after.

Most hotel owners would struggle to answer that question honestly. And that gap, between the experience you think you are delivering and the one your guest is actually having, is exactly what this episode is about.

While researching a wellness concept for a property in the south of Spain, I spent 500…