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There is certainly value in these new technologies. However, the digitization of the hotel experience can make the stay feel less personal and perhaps less memorable. In this ever-growing landscape of smartphone apps and technology, it is the material parts of an experience that create lasting sense memories.
Cultivating a cohesive brand is partially the purview of hotel staff who anticipate needs, resolve problems, and create a welcoming environment for guests. But face-to-face interactions are minimal in today’s luxury hotel experience.
A pen is more than a pen when treated as an instrument that imprints a hotel brand’s larger overarching story.