Q: HOW ARE CLIENT EXPECTATIONS SHIFTING IN TERMS OF SPA DESIGN?
MOHAMMED: The trend is going back to basics — less fuss, more value for money. Guests are more knowledgeable than ever and they expect results. They are well-travelled, experienced and do not want to be treated as tourists.
MICHAEL: We see a real importance nowadays in the luxury spa sector of the overall spa experience, thus you need to take into consideration first your spa design, but also the whole hotel, and how guests live the spa experience. Retail is becoming really important as well and clients do expect to find the proper items to bring their spa experience back home.
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SARAH: When you walk into a spa, you should instantly feel relaxed and taken care of, whether that is with the interior design or customer service; look at your business through the eyes of your clients.
EBRAHIM: Consumers are mainly concerned with their experiences. A spa should enable a journey right from entry to maintaining any follow-ups after treatment. It is important to enhance the journey with wellness products that are trendy and accessible.
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