Guests who don't know what to choose
A hotel guest reading a treatment list sees names that mean nothing to her. She declines not because she judged the price too high but because she couldn't form a picture of what she'd be buying, and declining is the safer option.
Duration is the information that unlocks more decisions than price. A guest planning her afternoon needs to know whether something takes forty minutes or two hours before she can consider anything else about it.
The decision is usually made at check-in, not at the spa. A guest who learns about the spa on her second-to-last day has already filled her time, which makes the hotel reception a more important sales point than the spa's own desk.
What unlocks a booking
The chart is qualitative and shows the weight of each factor.
How to present it
Describe what happens
Not the name of the treatment.
State the duration
It's the information that unlocks the choice.
Present at check-in
While the guest's time is still free.
Equip reception
Non-specialist staff need visual material.
In the property
- Describe what happens, not what the treatment is called.
- Always state the duration.
- Present the spa at check-in, not on the last day.
Describing what happens during the treatment — what's used, what it feels like, what state you're in afterwards — is what lets a guest picture it. A name and a price give her nothing to decide with.
Moving the presentation to check-in reaches guests who would otherwise never walk past the spa, and it reaches them while their time is still unallocated, which is the only moment the offer can actually fit.
From conversation to guided consultation
Saloria brings guided consultation to spas and wellness hotels: face analysis, look plan and protocol help enrich the guest experience with clear, non-invasive image consultation.