Luxury hotels usually do an amazing job when it comes to providing an excellent customer experience. Some would say that customer experience in luxury hotels costs too much. Naturally, this depends on how much they are actually willing to pay for customer experience in general.

Did you know that 87% of buyers will pay more for a better customer experience?

Hotel managers and staff have a tough job. People who stay at hotels have all sorts of specific needs and expectations and it is their job to satisfy every single one of them. At the same time, they have to try hard to set the bar high in comparison to their competition.

This leads to the conclusion that luxury hotels have a special approach to customer experience. From basic needs such as having clean and comfortable hotel rooms to going above and beyond to impress their guests, luxury hotels can teach others a few things about providing an exceptional customer experience.


  1. Personalised experiences

Many luxury hotels compete to provide a fantastic personalised experience for their guests. Armani Hotel in Dubai is one of them.

‘Lifestyle Ambassador’ concept is the inseparable part of the overall customer experience in Armani Hotel. Through this concept, every guest is assigned a dedicated staff member that caters to their needs. Lifestyle Ambassador (or Lifestyle Manager) is someone who personalises the stay of the guests. He highlights the hotel’s iconic location, scenic views, ultra-fine dining options and designer luxury hospitality. In short, he makes sure that the guests feel good for choosing this hotel over others.

The ‘Stay with Armani’ philosophy is about making the guests feel good in a ‘home away from home’ experience. That being said, Lifestyle Manager is there to manage the ultimate personalised service. They address guests by name and welcome them with a smile, ensure proper body language, stay informed, make eye contact and greet genuinely. Lifestyle Managers listen, empathise, apologise and resolve any challenges.

Personalised experience and the overall feeling of the privilege of being the personal guests of Giorgio Armani are definitely Armani Hotel’s core customer experience advantages.


  1. Going one step further for CX

Customer experience is not easy to define as it includes a lot of factors. But for luxury hotels, going one step further in all of those elements is a must.

One of the cutest and most famous stories of a hotel going above-and-beyond is about Ritz-Carlton guests Chris Hunn and his family. When Chris, his wife and his two kids arrived home, they realised that a stuffed giraffe named Joshie was missing. But Joshie was no ordinary toy; Hurn’s son was particularly fond of it.

Hurn wrote a blog post saying: “[My son] was absolutely distraught when faced with the idea of going to sleep without his favourite pal.” In order to calm his son, Chris said that Joshie took an extended vacation. Luckily, the Loss Prevention Team at the Ritz phoned the Hurn family that very evening and told them that Joshie was found!

“I came clean to the staff about the story I told my son and asked if they would mind taking a picture of Joshie on a lounge chair by the pool to substantiate my fabricated story,” Chris says. The Loss Prevention Team was on board.

“I hung up the phone very relieved.”

Here is Joshie, sunbathing by the pool

Here is Joshie, sunbathing by the pool

But the Ritz-Carlton staff did not only take photos of Joshie taking an extended vacation. They also sent Joshie home safely, with a few Ritz-Carlton-branded gifts.

  1. Attention to detail

Luxury hotels pay special attention to detail. From the thoughtful placement of furniture to careful setting of toiletries, hotel staff in luxury hotels takes care of dozens of minor details that enhance the quality of your stay.

Complimentary bottles of water, espresso machines, steam-free mirrors and other “treats” are especially valued by hotel guests. It makes them feel comfortable and more like at home.

Customers appreciate when you go one step further for them. Even tiniest details can cheer people up and turn them into loyal customers. And don’t forget the power of personal touch! Calling people by their name and taking care of their specific needs can go a long way.


Have you been to a luxury hotel with an exceptional customer experience? Share the name of your favourite luxury hotel in the comments!