Intoxication of the senses

Many hotels already deploy this promising strategy by, for example, using so-called 'signature scents': Fragrances purposely designed for an individual hotel to help shape its character. Whether in the lobby, the rooms, or the spa – the atomized fragrance has a direct effect on guests and serves to prompt recognition. Swissôtel Hotels & Resorts, too, have created their very own composition in collaboration with the artist and olfactory researcher Sissel Tolaas. This scent envelops guests in a mist of gentian, light woods, alpine flowers and red berries – reflecting the company's color. The Ritz Carlton in Tokyo enthralls its guests with its own inimitable scent: Green lemon. This signature scent represents a refined pyramid of fragrances with notes of green lemon, bergamot, thyme, and eucalyptus.

When it comes to inducing customer loyalty through the sense of taste, the Double Tree by Hilton takes some beating. Its 'signature cookies' are handed out to all guests on arrival to sweeten the otherwise inconvenient check-in process. Chocolate is known to release a sense of happiness, and an oven-fresh chocolate chip cookie lets that feel-good sensation flood in – a positive experience that lingers on. And as the warm cookies rapidly grow in popularity, this famous nibble now has its own website so that you can enjoy it with friends and family. And, what's more, the hotel published its heavily guarded recipe during the recent Covid lockdown to allow its guests to stay close, even in times of absence. What a stroke of genius!

This article is part of our customer magazine "Welcome & Stay". Feel free to download the digital version of the magazine.