Elevated: How to Improve the Hotel Guest Experience

Last week, I had the pleasure of attending one of the most high-end, luxurious events of the year - Palm Beach’s International Boat show. If you ever struggle with ego, this place will immediately bring you back to reality. Yachts priced at $300 million and above, international big wigs, and intimidating amounts of wealth abound.

People here expect the best, and the brokers and companies involved know how to deliver. Champagne, gift baskets, complimentary massages, and whatever your heart desires await on every bow, enticing you to come aboard and spend what most people would consider an impossible amount of money. Unfortunately, I didn’t have a few million dollars lying around to buy a new yacht (maybe next year) but I did take this opportunity to uncover the riches this opportunity presented - an invaluable lesson in providing elevated guest experiences.

The contrast in an incredible guest experience and a horrible one was further evident to me between the two different hotels my friend and I stayed at. The first hotel, The Amrit Ocean Resort was not only a sumptuous visual experience - well-curated decor, decadent views, and a bed that felt like you were sleeping on a cloud, but the service was exceptional. Each staff member was meticulous to detail, ensuring our every need was met in a timely and high-touch manner.

However, our second experience at a hotel that will remain unnamed, left me feeling like an unwanted step-child. Rude staff, a stench of stale cigarette smoke, and furniture which looked like something from my grandmother’s house (not in a cute, kitschy way) were just the beginning. Calls to the front desk were ignored if answered at all. Requests for additional pillows were denied. Restaurant hours were loosely adhered to, if at all, and continental breakfast consisted of juice, coffee, and cereal. Needless to say, I was an unhappy camper…which is honestly more of what this experience resembled rather than a hotel.

The Art of Elevating the Guest Experience: Luxury at Any Scale

In hospitality, luxury isn’t just about thread count and chandeliers. It’s about how a place makes you feel—welcomed, cared for, and even a little transformed. The world’s most elite hotels, from any Aman property to the Four Seasons, have mastered this art, crafting experiences so seamless and indulgent that guests leave feeling like royalty. But here’s the secret: you don’t need an unlimited budget or a global brand name to deliver that level of hospitality.

A truly elevated guest experience is about thoughtful details, effortless convenience, and a touch of the unexpected. Whether you run a boutique hotel, a collection of short-term rentals, or a cozy mountain retreat, here’s how you can bring five-star luxury to your guests—without the five-star price tag.

1. First Impressions: Effortless Check-In

Luxury begins the moment a guest arrives—or better yet, before they even step through the door. The most exclusive hotels make check-in feel invisible, offering seamless digital access, private concierge services, or even in-room check-in upon arrival.

How can you recreate this?

Implement mobile check-in and keyless entry so guests can skip the front desk entirely.
Offer a personalized welcome message or video to set the tone for their stay.
Have a staff member personally greet VIP guests with a refreshment and warm introduction.
Provide an easy, intuitive way for guests to request early check-in or late checkout.

2. Elevate Your Amenities: Beyond the Basics

Five-star hotels don’t just provide a bed and a bathroom—they create an environment of ease and indulgence. From heated bathroom floors at The Ritz-Carlton to Dyson hairdryers at The Peninsula, these little luxuries become part of the experience.

How to bring this level of thoughtfulness to any property:

Upgrade in-room essentials: plush robes, luxury toiletries, high-quality bedding.
Offer on-demand wellness: loaner yoga mats, in-room guided meditation, or curated playlists.
Make room for convenience: bedside charging stations, a well-stocked minibar with local treats, and smart room controls for lighting and temperature.

3. Delight in the Unexpected: Thoughtful Touches

True luxury is not just about amenities—it’s about the magic of surprise. The world’s best hotels craft moments of unexpected delight, like Bulgari Hotels' signature in-room scent or the hand-written welcome notes at Rosewood properties.

Ways to create these memorable moments:

Design a signature welcome ritual: a locally inspired drink or a custom-scented towel upon arrival.
Include a handwritten note or a small parting gift (like a candle or artisanal chocolate) at checkout.
Partner with local artisans to offer unique in-room gifts—hand-poured candles, bespoke teas, or handwoven blankets.

4. Culinary Experiences That Impress

The ultra-luxury market has seen a shift toward curated, chef-driven menus, with Michelin-starred chefs designing everything from breakfast spreads to room service. While not every hotel can hire an award-winning chef, the philosophy remains the same: make food an experience, not just a necessity.

Ways to enhance your culinary offerings:

Elevate your breakfast spread with locally sourced ingredients and seasonal specialties.
Offer a chef’s table experience with a tasting menu (even if it’s a simple, curated wine-and-cheese pairing).
Provide in-room dining that feels indulgent—beautiful plating, high-quality ingredients, and thoughtful presentation.
Craft a signature cocktail or mocktail unique to your property, making it a must-try for every guest.

5. The Power of Scent & Atmosphere

Luxury hotels understand the subtle influence of scent and ambiance. The Four Seasons uses custom-blended scents in their lobbies, while 1 Hotels infuse their spaces with earthy, natural fragrances. This sensory branding makes spaces feel warm, inviting, and instantly recognizable.

How to bring this into your hotel:

Create a signature scent for your lobby or common areas—think fresh citrus, calming lavender, or warm sandalwood.
Use lighting to create a mood: warm, dim lighting in the evening, natural daylight in the morning.
Incorporate curated background music that reflects the personality of your hotel.

Luxury is a Feeling, Not a Price Tag

The world’s best hotels know that true luxury is about how guests feel when they’re in your space. It’s not about how much you spend, but how intentionally you craft an experience that feels effortless, indulgent, and deeply personal.

With a few thoughtful touches—seamless check-in, curated amenities, delightful surprises, and immersive atmosphere—you can create a guest experience that rivals the world’s top-tier hotels, no matter the size of your property.

Because in the end, luxury isn’t defined by extravagance—it’s defined by the feeling of never wanting to leave.