Integrating the character of guests into a room; adding an extra dimension to guest satisfaction, service and experience.

1. CustomStay Characterizing rooms

2. Trends Diversified travellers Use of social media Online communities A sense of ‘belonging’ Differentiation Going further in customization Providing sensory experiences

3. Analysis & Research Feasibility Development of test Characteristics Use of social networks

4. Inventory Check Size of room Type of room Colour scheme Amenities Set-up of room Characteristics

5. Implementation Linking characteristics with rooms Own website Creation of an online community Low marketing costs Low implementation costs More name recognition Innovative feature

7. Expectations are oftennot met

13. The room is presented According to the test, this room fits the guest’s character the best.

14. Changing the set-up Sometimes guests want to change the set-up. E.g. the desk closer to the bed, the bed closer to the window.

15. Unique SellingPoints To involve customers To develop a CRM database Personalised service to the next level Ultimate guest experience Bonding guests to the hotel chain’s community

16. CustomStay Characterizing rooms