The Untouchable Impression… Felt Through Scent: Customer Experience in Hotels and Resorts

In an era where customer experience is more important than just selling a product or service, many hotels and resorts are turning their attention to the “invisible touch” Scent. This powerful tool elevates impressions and creates lasting memories for guests.

Fragrance is not just about cleanliness or luxury; it is a potent tool for communicating emotions, building atmospheres, and linking a brand directly to a customer’s feelings.

Why is Scent Vital to the Guest Experience?

Scent has a direct impact on the parts of the brain related to emotion and memory. We often remember an event vividly just because of a scent present at that time—like the faint floral aroma in a hotel lobby or a refreshing citrus scent in a guest room.

In psychology, scent can make guests feel:

• Relaxed and relieved of travel-related stress.

• A sense of care and luxury from the establishment.

• Connected to the brand, remembering the resort by its "Signature Scent."

  
  

The Role of Scent in Different Hotel Areas

1. The Lobby: This is the first point of contact. Scents like Lavender or White Tea create a warm, welcoming feeling from the very first step.

2. Guest Rooms: Scents here should communicate peace and cleanliness. Citrus, Bergamot, or Cedarwood help guests feel refreshed and sleep better.

3. Spa and Fitness: Eucalyptus, Peppermint, or oriental aromas enhance the relaxation experience and deepen the sense of well-being.

4. Dining Areas: Scents should be subtle so they do not interfere with food. Light green tea or fresh herbs work best in transit zones away from tables.

   
   

The "Floating Logo" Strategy

World-class hotels like Westin, Ritz-Carlton, and Shangri-La use a "Signature Scent" consistently across all locations. When a guest travels to another country and encounters that same lobby scent, they feel "at home" instantly. The scent becomes a floating logo for the brand.

At Scent and Sense, we specialize in Scent Branding for the hospitality industry. We design unique fragrances that reflect your brand’s character, from initial analysis to the installation of scent diffusion systems.

Investing in scent may seem small, but it yields massive long-term results. A good scent ensures guests are impressed from check-in to check-out. If you want your hotel to be "unforgettably fragrant" rather than just memorable, let scent be your customer experience strategy today.