Personalization in Hospitality: The importance of tailoring experiences to individual guest needs

Beyond Generic Service: The Art of Personalization

Sandeep Ahuja, Global CEO of Atmosphere Living

In today's changing hospitality landscape, there is one trend that stands head and shoulders above the rest—personalization. As travelers become more discerning about what they want, generic service models simply no longer cut it. What truly differentiates a hospitality brand today is how well it can anticipate, understand, and tailor to the unique desires of every single guest.

Fundamentally, hospitality is about creating warmth, connection, and lasting memories. Personalization amplifies each of these aspects. Whether a welcome drink made to a guest's liking, a room adjusted to their desired temperature, or a concierge suggesting experiences based on their interests—these small touches make a big difference.

Personalization makes the guest feel noticed and appreciated—and in the process, cultivates loyalty. A guest who feels he or she is more than an identified reservation number is much more likely to return, refer, and recall their visit.

With the advent of digital technology and data analysis, personalization is more potent—and more democratized—than ever before. Hospitality companies can now gather and analyse preferences, behavioural patterns, and feedback to craft tailor-made experiences. From AI chatbots to personalized mobile check-ins, the possibilities to amplify every touchpoint are limitless.

But the trick is to blend technology with human touch. Personalization is not simply about algorithms, it's about empathy, listening, and emotional intelligence. It's being able to recognize when to present a customized upgrade—and when to merely welcome a guest by name with a genuine smile.

As the industry progresses, personalization will no longer be a luxury—it will be an expectation. Brands that spend time learning their guests deeply will be the brands that succeed. It's not about giving more, it's about giving what really matters to them.

Because at the end of the day, the most memorable hospitality experiences are the ones that feel personal.

Where Every Detail Matters: Personalized Service at Kochi Marriott

Sachin Malhotra, General Manager, Kochi Marriott Hotel

In today’s hospitality landscape, personalization isn’t just a luxury — it’s an expectation. Guests increasingly seek tailor-made experiences from the moment they check in. Whether it’s their preferred room temperature, dietary choices, or specific service preferences, they want their stay to feel effortless and uniquely theirs.

At Kochi Marriott, personalization begins even before arrival, powered by Marriott Bonvoy — our global travel program that helps us understand and anticipate guest preferences across stays. This enables us to deliver seamless, consistent, and meaningful interactions every time.

We strongly embody Marriott’s core values — Put People First and Pursue Excellence — by creating an environment where guests feel seen, valued, and truly at home. From remembering a returning guest’s favorite breakfast to crafting surprise moments during milestone celebrations, every detail counts.

Personalized service builds emotional connection. It’s what transforms a stay into a memory, and a guest into a loyal advocate. At the heart of it all is a simple yet powerful commitment: to listen, adapt, and serve with empathy.

Yes — it’s wonderful hospitality, always.

Moments That Matter: Creating Unforgettable Experience

Suraj Kumar Jha, General Manager, Crowne Plaza Ahmedabad City Centre.

At Crowne Plaza Ahmedabad, we understand that genuine hospitality is not merely service—it's about creating moments that touch each guest on a personal level. Personalization in today's competitive landscape is not only a trend, but a necessity.

Guests no longer look for merely a comfortable stay—young travelers look for experiences that are customized to their tastes, habits, and beliefs. From carefully curated in-room amenities to customized dining and flexible check-in/out, personalization fuels guest satisfaction and loyalty.

We employ guest feedback, past stay preferences, and real-time communication at our hotel to anticipate needs. From recalling a guest's pillow preference or suggesting a jogging route in the morning based on a guest's workout routine, we attempt to tailor each stay in a manner that will most feel to them.

Technology helps, but it is our staff that add the difference. Our staff is trained to listen, to empathize, and to provide experiences that capture the warmth and culture of Ahmedabad but with IHG's international standards.

Personalization also enables us to be inclusive—making sure all guests, regardless of where they are from, feel noticed, appreciated, and at ease. It's that emotional connection that makes a hotel stay one to remember.

At Crowne Plaza Ahmedabad, our mission is straightforward: to make each guest feel like they are the only guest.”

When Guests Feel Seen: The Heart of Personalization

Varun Mohan, General Manager, Hyatt Centric MG Road Bangalore

In today’s dynamic hospitality landscape, personalization has evolved from a value-add to a necessity. As guest expectations continue to shift, delivering experiences tailored to individual preferences has become essential in building trust, enhancing satisfaction, and encouraging repeat visits.

At its core, personalization is about recognizing and responding to the unique needs of each guest. This could be as simple as remembering a preferred room type, acknowledging a special occasion, or offering dining options that align with dietary preferences. These thoughtful touches not only enhance the overall guest experience but also communicate a deeper level of care and attentiveness.

Technology plays a key role in enabling this approach. With the support of guest profiles and property management systems, our teams are better equipped to anticipate needs and deliver seamless, consistent service. However, personalization is not solely about data—it is about people. It’s the warm welcome from a familiar face, the proactive gesture that solves a problem before it arises, and the commitment to making every guest feel seen and valued.

As hospitality professionals, our goal is to create meaningful connections—experiences that resonate beyond the stay. Personalization helps us do just that. By focusing on individual preferences and delivering service with genuine intent, we ensure that each guest feels not just accommodated, but truly cared for.

Beyond Standard Service: Personalization at Holiday Inn Jaipur City Centre

Puneet Sharma, General Manager, Holiday Inn Jaipur City Centre

In today’s competitive hospitality landscape, personalization stands as one of the most defining elements of exceptional guest service. More than just a trend, it has become a fundamental expectation. Personalization in hospitality goes beyond standard service—it’s about creating meaningful and memorable experiences that resonate on a personal level.

The journey begins with a warm, heartfelt welcome and smile on a face. A simple gesture like greeting guests by their name or recalling details from their previous stay can make a lasting impression on the guest. These small touches show attentiveness and respect, making them feel valued from the moment they arrive at the hotel.

Customised welcome amenities, such as a handwritten note or goodies, could enhance your personal touch with guest. These thoughtful offerings communicate care and attention to detail, making them to revisit for multiple times.

Personalization is not limited to physical gestures and rule books; it’s also about recognising the guest as an individual with unique preferences and expectations. Whether it’s remembering a guest’s favourite room number, dietary requirements, or simply engaging in meaningful conversation, each touchpoint adds to the overall experience.

In essence, hospitality is the art of making people feel special—and personalization is the canvas. It’s a reflection of the property’s culture, its commitment to service, and its understanding of human connection for a longer run. As the industry continues to evolve, the ability to personalise will remain a key differentiator in creating loyal and lasting relationships with guests coming for a visit at the hotel.

At Holiday Inn Jaipur City Centre, our team exemplifies this philosophy by consistently delivering extraordinary, guest centric experiences that make each stay feel like homecoming.

Little Things That Speak Volumes: The Power of Personalization

Bela Babhoota, General Manager, Welcomhotel by ITC Hotels, Bengaluru

In the evolving world of hospitality, personalization is no longer an option - it’s the essence of truly memorable service. Tailoring experiences to individual guest needs isn’t about grand gestures; it’s about the little things that speak volumes.

I recall a guest who casually mentioned needing extra pillows. The next time they visited, our team had them ready in the room—no reminder needed. A family once arrived with a toddler, and our chef proactively crafted a special menu just for the child. These aren’t anomalies—they’re reflections of a mindset.

Because hospitality at its finest isn’t about service, it’s about connection. It’s about converting a stay into a story, and a story into a memory for life.

One of the most touching examples I’ve witnessed was a child who lost a beloved stuffed elephant during checkout. The team found the toy and sent it across with a handwritten note and a handmade hotel album. That child believed the elephant had been on an adventure and wasn’t lost. And that made all the difference.

It could be remembering how a guest likes their omelette. Or noticing they prefer to arrive after dusk. These thoughtful touches build a narrative, one that guests carry with them long after check-out.

Anyone can offer comfort. But not everyone can offer care. The goal isn’t just to impress, it’s to leave an imprint.

Because in the end, true hospitality isn’t just about a great stay.

It’s about a story worth remembering.

Personalized Service, Lasting Memories

Ramesh Dang, Director, Seven Seas Hospitality

At Seven Seas Hospitality, personalization is about building meaningful connections. While we don’t currently track every individual preference, we do strive to recognize returning guests, remember key details from past stays, and customize experiences around special occasions. Whether it’s a room with a view, favourite refreshments, or a familiar face greeting you at check-in, we believe that thoughtful service goes a long way in creating loyalty and delight.

Hospitality with a Heart: Personalization at Novotel Kolkata

Akash Bansal, Director of Operations, Novotel Kolkata Hotel & Residences

At Novotel Kolkata Hotel & Residences, we believe hospitality is about making every guest feel at home. Personalization isn’t just a service—it’s the soul of what we do. From understanding guest preferences to noting allergies or special needs, we go the extra mile to ensure comfort and care. Whether it’s how they like their coffee or the room setup they prefer, these small touches make a big difference. We place great value on emotions. Genuine connections are what we thrive on. By God’s grace, we’ve been able to touch many hearts, and that’s reflected in the number of guests who return to us time and again—not just for our amenities, but for the warmth they experience here.

For us, personalization means seeing every guest as family, understanding their journey, and doing our best to be a part of it. That’s the true essence of hospitality.

Crafting Unforgettable Experiences: Four Points by Sheraton's Commitment to Personalization

Ashish Srivastava, Operations Manager, Four Points by Sheraton Hotel & Serviced Apartments, Pune

As we celebrate International Hospitality Day on April 24th, we at Four Points by Sheraton Hotel & Serviced Apartments, Pune, take pride in our commitment to delivering personalized experiences that exceed our guests' expectations. In today's competitive hospitality landscape, it's no longer enough to simply provide comfortable accommodations and amenities. Guests crave unique, tailored experiences that cater to their individual needs and preferences.

At Four Points by Sheraton, we understand that every guest is unique, with their own distinct tastes, habits, and requirements. That's why we've made personalization a cornerstone of our hospitality philosophy. From the moment our guests arrive, we strive to understand their needs and tailor our services to meet them. Whether it's a special dietary requirement, a preferred room layout, or a customized itinerary, we go above and beyond to ensure that every guest feels seen, heard, and valued.

Our serviced apartments, which include studio rooms and spacious apartment rooms, offer the perfect blend of comfort and convenience. Each apartment is thoughtfully designed to provide a home-away-from-home experience, complete with modern amenities and thoughtful touches. Whether our guests are staying for a night or an extended period, we're dedicated to making them feel at ease and tailored to their unique needs.

By leveraging cutting-edge technology and good old-fashioned human intuition, we're able to craft bespoke experiences that surprise and delight. From personalized room amenities to curated local experiences, and of course, our signature Best Brew. We're dedicated to creating unforgettable memories for our guests. As we celebrate International Hospitality Day, we're reminded that the art of hospitality is not just about providing a comfortable stay, but about crafting a sense of belonging and connection that lingers long after checkout.

Beyond Algorithms: The Human Touch in Personalized Hospitality

Nishant Agarwal, Vice President and General Manager , The Leela Palace Chennai.

In an age of experiences, personalization is the new luxury. At The Leela Palace Chennai, we harness data responsibly to curate hyper-personalized guest journeys—from preferred room temperatures to curated dining preferences and wellness itineraries. Our Palace Services team is trained to intuitively understand guest desires, making each stay a reflection of individual preference. True personalization lies not in algorithms alone, but in the art of anticipation and the warmth of genuine care

Hospitality that Matters: Tailoring Every Guest's Stay

Ashutosh Thakur, Hotel Manager, Fairfield by Marriott Pune Kharadi

In today’s dynamic hospitality landscape, personalization is no longer a luxury—it’s an expectation. As travelers become more discerning and digitally connected, the ability to tailor each guest’s experience has become the defining factor of exceptional service.

At Fairfield by Marriott Pune Kharadi, we believe that true hospitality lies in the details. Whether it's remembering a guest's preferred room type, offering their favorite breakfast option, or simply greeting them by name with a warm smile, these seemingly small gestures create an emotional connection that lasts far beyond check-out.

“Guests may forget what you said, but they will never forget how you made them feel.” This philosophy shapes our approach to service. Personalization begins with listening. Understanding guest preferences through pre-arrival communication, feedback, and interaction enables us to anticipate needs rather than just respond to them. Leveraging technology also plays a vital role from mobile check-ins to customized stay itineraries based on previous visits or loyalty profiles.

But beyond data and systems, it’s our people who make the difference. A well-trained, empathetic team empowered to make decisions can transform an ordinary stay into a memorable one. As I often say, “It’s not about going the extra mile; it’s about walking the mile that matters to that guest.”

Personalization fosters loyalty, encourages repeat visits, and strengthens our brand promise. In the end, our goal is to make every guest feel uniquely valued because when hospitality is personal, it’s unforgettable.

Personalized Hospitality: Creating Unique Guest Experiences

Rajib Roy Choudhury - Senior General Manager, Hotel Vedic Village Spa Resort

Personalization in hospitality tailors experiences to individual guest needs, enhancing satisfaction and loyalty through customized amenities, services and communications, creating unique and memorable stays.

The Art of Personalization: Dharana's Approach to Wellness

Rahul Taneja - Head of operations, Dharana at Shillim

Personalization in hospitality is no longer a value-add, it’s a fundamental expectation. Guests today aren't just seeking beautiful destinations and  premium amenities; they are seeking experiences that feel personal, relevant, and meaningful. 

At Dharana at Shillim, we believe that no two journeys to wellness are the same and neither should the solutions be. We bring this idea to life with our deeply personalised long and short stay programmes, carefully curated by our in-house experts. 

Our approach is grounded in functional medicine, which begins with a comprehensive understanding of each guest’s health profile. Through modern diagnostic tools and in-depth body composition analysis, we identify key issues to uncover what their body truly needs. This becomes the foundation for personalized recommendations, whether it's specific physical activities, dietary suggestions, or treatments and therapies throughout the length of the stay which frames the daily itinerary or Dinacharya.

True personalization goes far beyond remembering a guest’s name or food preference. It’s about understanding the individual as a whole - their body, mind, and lifestyle. This ensures that the experience is not only holistic, but also deeply personal and effective, not a one-size-fits-all approach.

As a result, guests engage more deeply, stay longer, and return often not because of luxury alone, but because of how the experience made them feel.

In an industry often driven by scale and efficiency, personalization is what humanizes hospitality. It is where true loyalty, transformation, and brand trust are built.

Luxury Reimagined: Della Resorts' Pursuit of the Unforgettable

Rayomond Irani, COO, Della Resorts

As we celebrate International Hospitality Day, it’s not just a tribute, it’s an ode to the evolution of this dynamic industry. In a world where the expectations of luxury have transcended traditional definitions, personalization has become the heartbeat of modern hospitality.

It is a well-established trend, that today’s well-travelled guests are not merely seeking spacious accommodation, they are in pursuit of extraordinary experiences, and genuine emotional resonance. The expectations of generic service have been replaced with a personalized approach—one that tailors every element of a stay to the unique preferences of the individual guests.

Luxury is now measured not only by opulence but by attention—by the subtle art of anticipating and delivering before the desire is spoken. From bespoke welcome gestures and curated itineraries, personalization is what elevates a stay into a story, and a visit into a lasting imprint.

This belief is not just practiced—it is passionately embodied at Della Resorts, under the leadership of our Founder and Chairman & Managing Director, Jimmy Mistry, who has masterfully redefined what it means to offer luxury with experiences.

Whether it’s the thoughtful elements in the design of the rooms, curated unique experiences such as the Della Sky Garden, a one-of-a-kind culinary adventure 150 feet in the air, or The Vegas Show, an electrifying Broadway-style spectacle that showcases world-class live entertainment—every element at Della Resorts is a testament to his relentless pursuit of the extraordinary.

Della Resorts is a realm where design, drama, and detail converge to create moments that feel personal and unforgettable. With luxurious thematic suites, pet-friendly indulgences, gourmet dining, thrilling adventures, and curated cultural showcases, we offer more than hospitality—we offer an escape into the finest experiential hospitality destination for our guests.

Celebrating Your Preferences: Clarks Exotica's Personalized Touch

Varun Sharma, General Manager, Clarks Exotica Convention Resort and Spa

At Clarks Exotica Convention Resort & Spa, we don’t believe in one-size-fits-all hospitality. Instead, we focus on intuitive personalization, where every guest interaction is crafted to reflect individual preferences, needs, and purpose of travel.

From the moment a reservation is made, our teams begin building a profile—understanding dietary preferences, room setup requests, special occasions, and even fitness routines. Whether it's arranging a private breakfast under the palms for a honeymoon couple or ensuring a seamless AV setup for a business delegate’s presentation, we treat each guest as a story waiting to be curated.

In-room, personalization extends to pillow menus, essential oil diffusers, and locally inspired turndown touches. Families with children are welcomed with curated kids’ hampers and tailored menus, while wellness-seekers are offered customized spa and yoga itineraries. Corporate guests enjoy flexible workspaces, personalized wake-up calls, and post-event leisure experiences to unwind.

We also leverage guest feedback in real-time, using smart tools and attentive staff to ensure requests are handled proactively, not reactively. The goal? To ensure guests don’t have to ask—they’re simply understood.

Personalization, for us, is not just a luxury—it’s a mark of respect. It’s about making every stay feel like it was designed just for you. At Clarks Exotica, your preferences aren’t just remembered—they’re celebrated.

Where Every Guest's Story Matters: Park Hyatt Hyderabad's Approach

Shrikant Wakharkar, Area Vice President, South & Central & General Manager, Park Hyatt Hyderabad

In today’s evolving landscape of luxury hospitality, the most powerful differentiator isn’t just architectural grandeur or curated menus—it’s personalization. True luxury lies in being seen, heard, and understood. At Park Hyatt Hyderabad, we believe Luxury is Personal, and that philosophy shapes every interaction we design.

Modern travelers, particularly in the luxury space, no longer seek a one-size-fits-all experience. They desire environments that reflect their preferences, anticipate their needs, and respect their individuality. Whether it’s remembering a guest’s preferred room fragrance, customizing wellness itineraries, or offering dietary-specific dining, the ability to tailor experiences creates lasting emotional connections.

Technology aids personalization, but the heart of hospitality remains deeply human. It’s in the way our associates intuitively adapt their service style, offer culturally relevant touches, or recommend hyper-local experiences that resonate with each guest.

As a brand, we’ve embraced data thoughtfully—not to generalize our guests, but to deepen our understanding of them. Because when a guest walks into Park Hyatt Hyderabad, they aren’t entering a hotel. They’re entering a space where their story matters.

Personalization isn’t just a service trend. It’s the soul of luxury hospitality. And as expectations evolve, we’ll continue to redefine opulence not by excess, but by attentiveness and authenticity—because luxury, at its core, must always be personal.

The AHAPL Way: Personalized Hospitality with Heart

Prateek Dharkar, Managing Director, AHAPL

At AHS Hotel Assets Pvt Ltd (AHAPL), we believe true hospitality isn’t about rooms—it’s about people. In today’s hospitality landscape, luxury alone doesn’t define great stay—personalization does. Every guest becomes the heartbeat of a soulful, thoughtfully tailored journey. 

At U Rivergate Karjat, a tranquil riverside escape near Mumbai, comfort moves in harmony with individual rhythms:

Breakfast “whenever wherever”: No matter what time you start your day, we serve you anywhere—whether in your room or at the restaurant.

24-hour use of room: No matter what time you check in, enjoy your stay from the time you check in until the same time the next day.

One free drink from the mini bar daily.

Choose your 60-minute Happy Hour drink whenever wherever

In the heart of Rajasthan’s leopard territory, Aaramgah Jawai, a Radisson Individuals Retreat, offers personalized wilderness luxury

Private Guided Safaris: curated with depth and guest interests at their core.

Eco-Luxury Stays: Sustainable architecture meets refined elegance in a setting of raw natural beauty.

Immersive Culture: Authentic engagement with regional flavors, local traditions, and handcrafted moments.

Signature In-Resort Experiences: From starlit private dinners to bespoke surprises—each moment crafted with delight and intention.

From riverfront serenity to wild luxury, AHAPL transforms hospitality into personal stories.

“For us, hospitality is deeply human. Every guest brings a new story, and our job is to honor it—with empathy, with detail, and with heart. That’s the AHAPL way.”

Tailoring Experiences: The Key to Guest Satisfaction

Kadambari Sabharwal Talwar, General Manager, Courtyard by Marriott Bengaluru Hebbal

In today’s highly competitive hospitality landscape, personalization is no longer a luxury—it’s an expectation. The new-age traveler seeks more than just comfort and convenience; they crave experiences that feel uniquely theirs. Personalization is about going beyond standard service and creating curated interactions based on a guest’s preferences, behaviors, and past stays.

With the rise of advanced technologies and data analytics, hotels have become increasingly adept at capturing and analyzing guest information. From preferred room types and pillow firmness to favorite cuisines and check-in patterns, this wealth of data enables hoteliers to design memorable, tailor-made experiences that resonate on a personal level.

Even the smallest gestures—such as placing a guest’s favorite snacks in the room, offering a specific type of pillow, or setting the room temperature to their liking—can significantly enhance comfort and satisfaction. Customized meals that cater to dietary restrictions or personal tastes reflect a level of care that goes a long way in building emotional connection and trust with the brand.

In essence, personalization leads to higher guest satisfaction, stronger emotional loyalty, and positive word-of-mouth. It builds a foundation for long-term relationships, increases repeat clientele, and gives hotels a distinct competitive edge in the market. Hotels that embrace and implement personalization successfully are the ones that will continue to thrive in this era of experiential travel.

Crafting Unforgettable Moments: Kinwani House's Tailored Approach

Amruda Nair, Founder and Director of Araiya Hotels and Resorts

Tailored to You: The Power of Personalization in Hospitality

Distinctly Yours: Customised Stays at ITC Grand Central

Kunal Pahwa, General Manager, ITC Grand Central Mumbai

The core of hospitality at ITC Grand Central is customisation. Every element is carefully catered to each guest, from chosen dining options to personalised room preferences, welcome amenities, etc.

Every tourist has a warm stay that feels distinctly distinctive, opulent, and unforgettable because of the exemplary services extended embedded in the Namaste Culture.

The Personal Touch: Elevating the Dining Experience through Customization

Hitesh Keswani, Managing Director at Aspect Hospitality

Personalization is no longer a luxury in today’s competitive restaurant landscape; it’s an expectation. Diners are seeking experiences that reflect their individual tastes, preferences, and values. Every detail, no matter how small, matters when it comes to making guests feel seen, valued, and understood. Using technology, restaurants can create deeply personalised experiences for guests, whether it’s remembering dietary restrictions and favourite dishes to suggesting wine pairings based on previous visits. But personalization goes beyond technology. The human touch adds immense value to guests, whether it involves attentive servers who recognize repeat guests, chefs who adapt menus to individual needs, or hosts who greet patrons by name. These moments of genuine care and connection build loyalty, drive repeat visits, and transform customers into advocates.”