How much did you spend on renovating your lobby last year? And on those 900-thread-count towels? As you gaze at your beautiful Carrara marble, you might wonder why your guests keep mentioning in their reviews that "the place is nice, but..."

That "but" costs more than any physical renovation. Because, as Maya Angelou said, "People will forget what you said, people will forget what you did, but people will never forget how you made them feel."

The true value of a memorable experience

Applying the reframing principle, think about this: you are not in the business of selling room nights - you are in the business of creating memories. And memories are built with moments, not amenities.

"Customer experience is the new marketing."

WOW Information

• 85% of guests remember interactions more than facilities.

• Customer experience training costs 10 times less than physical renovations.

• Hotels with the best service can charge up to 25% more than their competition.

• Personalization and attention to detail generate more loyalty than luxury amenities.

Moments that make a difference

• A family arrives tired after a long trip. What is more shocking?
  A- A luxurious vase at the entrance.
  B- A staff that already has the keys ready and offers juices and sodas for the kids.




• A couple celebrates their anniversary. What will they remember most?
  A- The modern air conditioning system.
  B- A personalized note with rose petals and your favorite song playing when you enter the room.

"Customer service is not a department, it is an attitude", and that attitude is reflected in every interaction.

WOW strategies that don't require large investments

• 1- Meaningful customization:
  - Guest preference record.
  - Tracking special occasions.
  - Proactive communication.




• 2- Momentos memorables:
  - Personalized welcomes.
  - Unexpected surprises.
  - Creative solutions to problems.




• 3- Capacitación del personal:
  - Active listening.
  - Anticipation of needs.
  - Empathetic problem solving.

"Quality is remembered long after price is forgotten"

The numbers behind the emotions

Consider these revealing statistics:

• It is 7 times more expensive to acquire a new customer than to retain an existing one.

• 85% of guests remember a positive interaction with staff more vividly than physical facilities.

• Hotels with high customer service scores can charge up to 25% more than their direct competitors.

Would you like to find out how these factors are impacting your accommodation?
Schedule a free 30-minute consultation and we will analyze your current situation.
Schedule 30 minutes with us and we will provide you with a detailed analysis FREE OF CHARGE.

When facilities are not enough...

• An infinity pool with indifferent staff vs. a standard pool with a team organizing activities for kids.

• A luxurious lobby with a cold check-in vs. a modest but warm reception.

• Branded amenities vs. a personalized detail based on guest preferences.

The return on investing in experiences

Let's reframe the situation: it is not an expense, it is an investment with a measurable return:

• Reduction in advertising costs

• Increase in direct bookings

• Increase in average value per reservation

• Higher repeat guest rate

• Organic marketing through recommendations

In conclusion...

As John Ruskin said, "Quality is never an accident; it is always the result of intelligent effort."
5-star hotels know it well: it's not the marble that brings guests back, it's the memorable experiences.

The good news is that you don't need a 5-star hotel budget to implement these strategies.
With the right approach and the right tools, you can create exceptional experiences that drive loyalty and referrals.

Take the first step

Ready to transform your accommodation from a place to sleep to a generator of unforgettable memories?

Schedule your free 30-minute video call with WOWGuests.com now.
We will analyze your current situation and provide you with a personalized report with a concrete action plan... free of charge and with no obligation!

Don't let your competition get ahead while you continue to invest in aspects that your guests might forget.

Sources and References for the statistics cited:

• Harvard Business Review: "The Value of Customer Experience"

• Cornell Hospitality Research: "The Impact of Service Quality on Hotel Revenue"

• Journal of Hospitality Marketing & Management: "Memory-Making in Hospitality"

• International Journal of Contemporary Hospitality Management: "The Role of Emotional Intelligence in Guest Satisfaction"