Influence of Hotel Design on Guest Experience and Satisfaction in Kenya

Abstract

Purpose: The aim of the study was to assess the influence of hotel design on guest experience and satisfaction in Kenya. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low-cost advantage as compared to field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The study indicated that aesthetic appeal, functionality, and comfort of hotel interiors significantly contribute to guest satisfaction. Elements such as room layout, furniture design, lighting, and color schemes can create a welcoming and relaxing atmosphere, enhancing the perceived quality of the stay. Additionally, common areas like lobbies, restaurants, and recreational facilities also impact guests' first impressions and ongoing experiences. The design must cater to diverse guest needs, offering both communal and private spaces that facilitate social interactions and personal relaxation. Moreover, incorporating local culture and unique design elements can provide a memorable and authentic experience, further boosting guest satisfaction. Sustainable and eco-friendly design practices are increasingly valued by guests, reflecting their growing environmental consciousness. Overall, a well-thought-out hotel design can significantly enhance guest experience, leading to higher satisfaction, repeat visits, and positive reviews, which are vital for the hotel's success in a competitive market. Implications to Theory, Practice and Policy: Environmental psychology theory, services cape theory and expectancy-disconfirmation theory may be used to anchor future studies on assessing the influence of hotel design on guest experience and satisfaction in Kenya. Hotels should prioritize investing in visually appealing and unique design elements, especially in common areas like lobbies. Policymakers should encourage and incentivize sustainable design practices in the hospitality industry.