The Intangible Impression You Can Smell: Scent and Customer Experience in Hotels and Resorts
- Scent And Sense
- Jun 23
- 3 min read

In an era where customer experience matters more than merely selling products or services, many hotels and resorts are turning their focus toward the “invisible touch” — scent — to elevate guest impressions and create lasting memories.
Fragrance is not just about cleanliness or luxury. It is a powerful tool for conveying emotions, setting the mood, and linking a brand to the customer’s emotional perception.
Why Is Scent Important to the Guest Experience?
Many may not realize that scent directly affects the parts of the brain related to emotion and memory. Sometimes, we remember a moment clearly because of the scent associated with it — like the soft floral fragrance in a hotel lobby, or a refreshing citrus scent in a guestroom that lifts our spirits.
From a psychological perspective, scent can make guests feel…
Relaxed and less stressed from travel
Cared for, and experience a sense of luxury
Emotionally connected to the brand, making the hotel or resort memorable through its unique fragrance
How Does Scent Play a Role in Different Hotel Spaces?
Lobby As the first space guests encounter upon arrival, a gentle scent like lavender or white tea creates a warm, welcoming atmosphere from the very first step.
Guestrooms Scents used in rooms should evoke cleanliness and calmness — such as citrus, bergamot, or cedarwood — which help guests feel refreshed and sleep better.
Spa and Fitness Area Essential oils like eucalyptus, peppermint, or oriental-style aromas foster relaxation and deepen the overall wellness experience.
Dining Areas and Cafés Strong scents that might interfere with the taste of food should be avoided. Instead, opt for subtle aromas in non-dining zones, such as green tea or fresh herbs.
Signature Scents as Floating Logos
That’s why many five-star hotels around the world. such as Westin, Ritz-Carlton, and Shangri-La have their own signature scent. These are consistently used across branches to build brand identity. When guests travel to a different country and encounter the same scent in a hotel lobby, they feel as if they’ve " come home " even in a foreign place. The scent becomes a “ floating logo ”
What We Do at Scent and Sense
At Scent and Sense, we specialize in creating Scent Branding for hotels, resorts, and service businesses. We design exclusive fragrances that reflect your brand identity from brand character analysis and scent objectives to scent diffusion system installation.
We also offer after-sales services, including fragrance refills, satisfaction analysis, and scent adjustments for seasonal or festive themes.
The Long-Term Power of Scent
While investing in scent might seem minor, its impact is significant in the long run. A well-designed scent can leave a lasting impression — from check-in to check-out — and make your hotel uniquely memorable.
If you want your hotel to be not just “ memorable ” but “ scentfully unforgettable ” make fragrance part of your customer experience strategy starting today.
And this is exactly why Scent and Sense is dedicated to designing fragrances for hotels and resorts that are not just pleasant but truly memorable. We understand that a brief, emotional moment like the scent guests encounter at check-in can become a lasting impression that stays with them long after they leave.
Our goal is to craft Scent Branding that not only reflects the identity of your property, but also allows every space in your hotel to speak through scent in a way that is subtle, emotional, and unforgettable.
Because a great scent doesn’t just smell good it’s remembered by the heart.
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