SUMMARY
We reimagined wellness at The Kent Collection by designing a customizable, self-paced guest experience starting right after booking. Guests complete a pre-arrival wellness check via our onboarding site, tailoring their stay with personalized activities and product suggestions. The gamified passport program rewards eco-conscious engagement and wellness milestones. This strategy enhances service, increases loyalty, and introduces new revenue streams through merch, retail, and weekday upsells.
challenge
The boutique hotel relied solely on weekend bookings for revenue. We identified a gap in sustained engagement and personalization—especially during weekdays. Guests wanted flexibility and meaningful wellness experiences, while the business needed scalable, low-cost ways to increase revenue and loyalty. We responded with a system that automates customization, boosts brand perception, and makes operational delivery more efficient.
Outcome
We created an end-to-end journey: from wellness onboarding post-booking to on-site experiences guided by a customizable passport system. The initiative increased weekday occupancy by encouraging guests to stay longer and explore at their own pace. It also opened new revenue opportunities via tailored upsells, branded wellness products, and rewards. Most importantly, it fostered a deeper connection with the culture and rhythms of Kent, Connecticut—positioning the hotel as an agent of positive change within the community and reinforcing its identity as a purpose-driven destination.
MEET THE Designers:
Sylvestre Corti Maderna
Thaleia Sioutou
Vallari Adya