Prose was recently featured in Hospitality News, where Justin Belmont, Founder & CEO, discussed the importance of building trust with hotel guests. This article highlights strategies hotels can use to create lasting emotional connections with guests, including personalized acts of kindness and leveraging user-generated content.
Justin's insights emphasize how both small gestures and genuine guest experiences contribute to fostering trust and loyalty in the hospitality industry.
Here’s what Justin had to say:
Create personalized emotional connections through thoughtful gestures
Topic: Create 'wow' moments with kindness
Quote: "One of my favorite examples is how Ritz-Carlton empowers their staff to create 'wow' moments for guests. Their strategy? Personalized, spontaneous acts of kindness. Imagine a family forgetting a beloved stuffed animal, only to have it mailed back with photos of its 'adventures' around the hotel. That kind of emotional touch stays with people. The key here is training employees to look for opportunities to go above and beyond, paired with giving them the autonomy to act on it. It's not just service—it's storytelling that makes guests feel truly seen and valued."
You can read the full article here.
Leverage user-generated content to enhance trust
Topic: Amplify authentic guest experiences
Quote: "Hotels can turn guest experiences into marketing gold by showcasing user-generated content (UGC). Real guests posting their stays—whether it's a killer ocean view, a next-level breakfast spread, or a cozy lobby vibe—carry way more trust than any polished ad. The move? Encourage and amplify it. One hotel that nails this? The Ritz-Carlton with their #RCMemories campaign. Guests share their experiences, and the brand re-shares the best ones on social, making their marketing feel authentic and personal. It works because people trust other travelers more than they trust ads. When potential guests see real people loving their stay, they don't just book—they buy into the experience."
You can read the full article here.
Why emotional connections and authenticity matter
Building trust is crucial in the hospitality industry, and it’s about creating an emotional bond that extends beyond a simple transaction. Hotels that understand the power of personalized experiences and authentic storytelling can establish deeper connections with their guests, leading to increased loyalty and word-of-mouth recommendations.
- Challenges: Maintaining authenticity in marketing can be difficult, especially with the pressures of keeping up with trends and staying competitive.
- Opportunities: By leaning into real guest stories and providing meaningful, personalized experiences, hotels can turn first-time visitors into repeat customers and brand advocates.
From small gestures like surprise acts of kindness to the amplified impact of user-generated content, trust is earned through genuine, human moments.
Bonus feature: The lasting impact of trust on guest loyalty
Trust is the cornerstone of repeat business in the hospitality industry. Here’s why emotional connections and authentic experiences matter:
- Positive emotions drive loyalty: When guests feel genuinely cared for, they are more likely to return and recommend the hotel to others. Emotional connections are built through both large gestures and small, thoughtful acts.
- UGC creates a powerful sense of community: By encouraging guests to share their experiences, hotels tap into the power of word-of-mouth marketing, which is more trusted by potential guests than traditional advertising.
- Build long-term relationships: By prioritizing trust-building strategies, hotels can foster deeper, more meaningful connections with their guests, creating a loyal customer base that keeps coming back for more.
Ready to strengthen your hotel’s relationship with guests?
Prose can help you build a strategy for creating emotional connections and boosting trust through authentic marketing. Contact us today at prosemedia.com to learn more about our hospitality-focused marketing solutions.
