🧰 Personalising & Customising Hospitality Packages

Your Step-by-Step Guide to Optimising the Buyer Journey

As hospitality professionals, we understand the importance of building strong relationships. Yet, with changing expectations, personalisation goes far beyond a friendly welcome. 

• 91% of consumers are more likely to choose brands that personalise their offers and marketing and allow guests to customise their stay. (Accenture)

• 56% of consumers will likely become repeat buyers after a personalised experience, and the percentages are even higher for Millennials (59%) and Gen Z (60%).

Personalisation is no longer a trend—it’s an expectation. 

Are you fully leveraging the power of personalisation to create memorable experiences that boost bookings and brand loyalty?

Personalisation and Customisation, what’s the difference?

Personalisation treats each guest like a VIP. You use their past stays and preferences (data!) to surprise them with thoughtful touches – a welcome drink they love, early check-in for a busy traveller.

Customisation is like a buffet. You offer a wide variety of options and guests pick what they want. Think "build-your-own breakfast bar" or room amenity upgrades.

Both approaches make guests happy! Personalisation feels special, while customisation gives guests control. The key is using them together to create a memorable experience for everyone.

Here's How to Personalise & Offer Customised Packages

Please note that due to the length of this guide, viewing on a desktop or laptop is recommended. Click on each image to enlarge.