LUXURY HOTELS AND GUEST EXPERIENCE

Abstract

This Final Degree Project explores how the human factor shapes the perception of luxury within the hospitality industry, focusing particularly on boutique hotels. Through a combination of surveys, online review analysis, and personal professional experience, the study investigates how staff attitudes, empathy, and personalization define guest satisfaction and loyalty in luxury environments.

Findings confirm that emotional connection is the cornerstone of modern luxury. Guests no longer associate luxury solely with material sophistication but with authentic, personalized, and emotionally engaging experiences. Employees¿through their gestures, communication, and emotional intelligence¿emerge as the true creators of value, transforming service delivery into meaningful human interaction.

The research also highlights the comparative advantage of boutique hotels, whose smaller scale allows for flexibility, intimacy, and individualized attention. Ultimately, this work argues that luxury is no longer about what hotels offer but about how they make people feel.