Make Marketing History

The views of a marketing deviant.

Wednesday, March 31, 2010

Neil Gaiman's Law Of Hotel Rooms.

A weird law of hotel rooms, that the nicer a room you have been given, the less time you'll spend there, and you'll always be there alone.

It's just a tweet, but it holds some interesting ideas about the relative importance of shared experience and material quality to a human customer. Customer satisfaction is not as straightforward as some would have you believe.

2 Comments:

Anonymous Alexandra Suhner Isenberg said...

Completely agree! I had a scenario at the Garden Hotel in Guangzhou, which was stunning and had amazing spa facilities and restaurants, and I hardly had any time in the hotel. I was either sleeping or out working. A total waste....

3:37 AM, April 01, 2010  
Blogger john dodds said...

One thing that interests me is that all these facilities are amortised across rooms to ratchet up the rate charged - in full knowledge that many users are paid for by their companies.

This, in turn, sets a level for the market and allows mid-range hotels in many countries (UK particularly) to charge high prices for sub-standard delivery.

Providing to a high standard that which is needed and that alone comes with a lower margin, but I wonder if it might not raise volumes considerably. And of course we are starting to see this happen.

9:18 AM, April 02, 2010  

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