Expert Opinion: What Is Hospitality Experience?

Chris Lowe from customer service specialists, Insight6, explains the importance of your guests’ experience in the hospitality sector.

In a competitive, choice-filled market, what is hospitality experience, and why does it matter so much?

Whether you’re running a luxury Hotel, an adventure park, or a holiday resort, the answer is the same: it’s your biggest differentiator. When products and prices are easy to match, how your guests feel becomes the battleground for loyalty, reputation, and growth.

What Is Hospitality Experience?

Hospitality is at the heart of the UK’s culture, society and communities, according to UK Hospitality – the lead trade body for the hospitality industry.

As the UK’s leading customer experience specialists, insight6 understand hospitality experience is the emotional and practical impression your guest leaves with, shaped by every interaction they have with your business.

It starts with a Google search, flows through every conversation or click, and lingers long after check-out. At its best, it creates loyal brand advocates. At its worst? It pushes people away, fast. It’s the difference between a stay and a standout memory.

While customer service is about solving problems, hospitality experience is about making people feel seen, valued, and at ease.

Why Hospitality Experience Matters

Delivering an outstanding hospitality experience isn’t just about pleasing guests; it’s a business strategy.

Hospitality businesses with above-average experiences see:

• Higher guest satisfaction scores
• More repeat bookings
• Increased spend per visit
• More positive online reviews

According to PwC, 86% of customers are willing to pay more for a better experience. Customer Experience metrics are vital to business success.

Hospitality Experience in Action

What is an example of a hospitality experience? Think about a guest who mentions by name the team member who remembered their child’s allergy, or the couple who return every year because “it just feels like home.”

Compare that to a generic, functional stay. Both delivered the same service, but only one offered a standout experience.

Read some examples that set the standard on the Insight6 website.

Core Elements of a Memorable Hospitality Experience

The best hospitality experiences are built from small moments that feel personal and effortless:

• A seamless booking process
• A personalised greeting on arrival
• Staff who anticipate guest needs
• A well-signposted space that’s easy to navigate
• Swift responses to problems without guests needing to chase

Whether you’re running a boutique hotel or a national holiday park, these details set the tone. This is where feedback tools and mystery shopping come in to help you spot what’s working and where things break down.

Mapping the Hospitality Customer Journey

Delivering an exceptional hospitality experience starts with seeing your business through your guest’s eyes.

From the moment they search online to the moment they leave a review (or don’t!), every touchpoint shapes perception and loyalty.

A hospitality experience customer journey map is a useful, visual tool highlighting the five key stages of a typical hospitality experience, from initial awareness through to post-stay advocacy, along with the interactions and emotions that matter most.

Use it to uncover friction, spot opportunities, and take targeted action that improves guest satisfaction, drives repeat bookings, and boosts reputation.

Your Guide to Delivering Exceptional Experience

To improve your hospitality experience, start with these four steps:

• Capture Feedback at Key Touchpoints Use real-time feedback tools to hear directly from guests while their experience is still fresh.
• Train Your People Empower your team with tailored CX training and development to deliver consistent excellence.
• Map the Journey Identify friction, drop-off points, and inconsistencies with Customer Journey Mapping.
• Use Feedback as Social Proof Positive feedback isn’t just for learning—it’s a powerful marketing tool.

Final Thoughts

If you want to grow footfall, drive revenue, and stand out in a crowded market, the answer starts with experience.

Want to know where your business stands? Let’s measure what matters and build a hospitality experience that gives you the edge.