Antecedents of a memorable hotel experience: Finnish hotels perspective

摘要

This study explores the antecedents of a memorable hotel experience. The findings are based on the transcripts from interviews with 16 participants representing 11 different nationalities. Memorable hotel experiences were related to the warm and welcoming attitude of the staff, a comfortable room, the location of the accommodation and breakfast. Among the managerial implications, accommodation service providers in similar contexts offering warm and welcoming hospitality that meets the customer-specific needs and wants, comfortable room, located in the proximity of tourist attractions and offering a good breakfast service, are likely to offer guests a memorable experience.