Hotel Guest Experience Design
We set out the full guest journey, from the first message to the goodbye: the arrival, the rhythm of a day, the tone of service, the moments a guest will carry home. It is written alongside the hotel concept, so the stay says what the idea says.
Reading the stay, in operation
Once a hotel is open, we read its guest experience from the outside: an anonymous stay, from the first visit to the website until departure, followed by a written review of what is worth protecting and what could be refined.
Where we work
We work with independent hotels worldwide.
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Concept development, from land to opening
We join wherever a project stands: the land just bought, the architect appointed, the walls going up. The concept is set down in one document, the concept book, which every discipline works from. Where it helps, we stay involved as the hotel takes form, reviewing the decisions that would carry it away from the idea.
Why place comes first
A hotel is never separate from the place it stands in. Concepts that begin with what is already there tend to hold longer, and a guest feels the difference long before they could name it. It shows in small decisions, such as who builds the hotel and whether they are from here.
Selected concepts
Kurulu Bay, Koggala Lake · Tekanda Lodge · The Fort Printers, Galle Fort
Our clients have been featured in Guide Michelin, Condé Nast Traveller, National Geographic, The Times, Vogue and The Telegraph.
The concept continues into the guest experience and the website.
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