ABSTRACT
Hotel design is an under-researched topic in the field of hospitality management and yet it is frequently proclaimed by operators themselves to be crucial to hotel branding and customer satisfaction. This chapter helps the reader to understand why design is perceived as important by hotel companies, as well as influences on perceptions of design; and describe why design decisions are not always obviously in the best interests of hotel guests. It shows how to appreciate major design issues associated with the processes of hotel refurbishment and acquisition; and describes the changing role of guest-room technologies on hotel design imperatives. Design issues are likely to remain an important element in hotel brand differentiation, but it seems unlikely that there will be a completely customer-centric approach to hotel design. Other 'higher end' chains should note that 'luxury' is not the same as 'comfort' – and that there is money to be earned in placing the latter at the heart of hotel design.
