‘Beautiful hotels without a story are forgettable’

Step into any high-end hotel, and you’ll likely be greeted by an impressive lobby — polished stone, curated lighting, and a scent so precisely chosen it seems to hover just at the edge of consciousness. The experience is designed to impress. But too often, that’s where it stops. I’ve been in countless hotels where, behind the visual beauty, lies a void. There’s an absence of emotional meaning. The space is stunning, yet forgettable. It’s one of the most overlooked pitfalls in luxury hospitality: design without story or human experience. In the race to deliver ever more photogenic, shareable, and visually opulent environments, many luxury brands have forgotten a simple truth: a space without a soul cannot create connection. Neuroscience tells us that the human brain craves story and that experiences are critical to anchor it. Stories are how we make sense of the world — how we organize memory and build emotional associations. When a space is not anchored in a story, it may captivate in the moment but leaves no lasting imprint. It becomes just another pretty room in a long blur of pretty rooms. Why beauty is not enough Design, when done right, is more than aesthetics; it’s a form of communication. Every texture, every material choice, every spatial rhythm carries a message. In luxury, these messages must go beyond function or decoration. They must tap into the deeper emotional drivers of the guest: the quest for belonging, aspiration, identity, nostalgia, and wonder. However, when design is purely decorative, it becomes passive. It asks nothing of the guest, gives little in return, and fades from memory the moment the stay ends. I recently stayed in a museum-like luxury hotel filled with art pieces. The website positioned it as an “art hotel,” yet nothing in the client experience was connected to that theme. There was no storytelling at check-in, no cues in the room, no staff interaction that made the experience distinct. In the end, it felt like a random collection of art pieces — by chance exhibited in a hotel space — with zero added value to experience. Describing it as a missed opportunity is an understatement. The failure is not a question of cost. Some of the most lavish spaces fail emotionally — not because they lack investment, but because they lack meaning. A lobby clad in rare marble or an infinity pool perched atop a city skyline might gather likes on Instagram, but if it doesn’t connect to a bigger story and experience, it becomes noise. And luxury is never about noise; it’s about resonance. When investment in real-estate and décor prevent investment in the human factor, luxury is lost. The most powerful luxury experiences are those that feel intentional — where the guest senses that the environment is not just beautiful but purposeful. This coherence creates what I often call a spatial story: an emotionally potent story that unfolds through precisely curated emotion. The neuroscience of memory and meaning Scientific research in cognitive psychology and neuroscience reinforces this idea: our brains are wired to remember experiences that are emotionally charged, multisensory, and structured like stories. Spaces that merely present visual information, no matter how spectacular, engage only a narrow part of the brain. However, when a space combines visual impact with emotional cues, symbolic references, and cultural resonance, it activates the deeper regions associated with long-term memory and identity formation. Our brains are wired to remember experiences that are emotionally charged, multisensory, and structured like stories. Spaces that merely present visual information, no matter how spectacular, engage only a narrow part of the brain. Some hospitality brands understand this shift intuitively. They know that guests no longer want to be passive observers of luxury — they want to feel part of something. Aman, for instance, integrates local architectural traditions and cultural symbols into its design language in ways that tell a story. Every element contributes to a sense of place, a sense of soul. At Cheval Blanc, the design is about the little things, symbolizing the meticulous focus on details throughout the guest experience. Meanwhile, The Edition Hotels blend contemporary design with storytelling layers that reflect the energy and personality of the cities they inhabit. Rather than rely on visual spectacle alone, they create atmosphere through sound, light, material, and flow — supported by the individuality of staff members — all in service of a deeper guest emotion: discovery, escape, or connection. From Instagram to imprint For too long, the metric of success in luxury design has been visual virality. But an “Instagram-able” moment is not the same as a meaningful one. A space that photographs well might grab attention, but it does little to build loyalty if guests don’t feel the emotional pull of a story. That’s because loyalty comes from emotional resonance, not visual novelty. What guests seek today is not just a backdrop for their curated online persona but a stage for personal transformation, however subtle. And that transformation begins with a story. The future of luxury hospitality lies in spaces that speak clearly, not loudly. Spaces that invite guests into an emotional world, not just a pretty room. Spaces that connect the tactile with the intangible, the seen with the felt. More importantly, spaces that remember that design is not an end in itself but a language. A way to say something meaningful about who we are, what we value, and why we choose to come back. This is an opinion piece by Daniel Langer, CEO of Équité, recognized as one of the “Global Top Five Luxury Key Opinion Leaders,” and advisor to some of the most iconic luxury brands in the world. He serves as an executive professor of luxury strategy and pricing at Pepperdine University in Malibu and as a professor of luxury at NYU, New York. Daniel has authored best-selling books on luxury management in English and Chinese, and is a respected global keynote speaker. Daniel conducts in-person masterclasses on various luxury topics across the world. As a luxury expert featured on Bloomberg TV, Forbes, The Economist, and others; Daniel holds an MBA and a Ph.D. in luxury management, and has received education from Harvard Business School. Sign up for his online luxury masterclasses at the Jing Academy.

‘Beautiful hotels without a story are forgettable’

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Published May 19, 2025

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‘Beautiful hotels without a story are forgettable’