Psycho Hospitality: Behavioral Insights for Luxury Hospitality flips the script on traditional guest experiences, revealing the psychology behind what makes a stay truly unforgettable.
Hosted by applied creativity and hotel marketing experts Kim Bagayawa and Mike Dell of The Essential Hotelier, along with behavioural science whiz George Quicksmith of Quicksmith Consulting, we dive headfirst into the art and science of high-end hospitality.
We believe that while hotels compete fiercely on tangible luxuries—beds can only be so soft, desserts so sweet, and infinity pools so ... infinite — the next level of luxury lies in the mind.
From the Peak-End Rule to Loss Aversion & Uncertainty, we decode the principles that get inside guests' heads. Each episode explores how a deep understanding of human behaviour can elevate hospitality from good to mind-blowing, transforming simple stays into extraordinary experiences.
If you’re a boutique hotelier, marketer, or industry leader, the Psycho Hospitality podcast offers practical tips for creating extraordinary stays that guests will rave about.
Because it's not just hospitality, it's Psycho Hospitality.
Subscribe to Psycho Hospitality wherever you get your podcasts.
Hosted on Acast. See acast.com/privacy for more information.
Psycho Hospitality: Behavioral Insights for Luxury Hospitality flips the script on traditional guest experiences, revealing the psychology behind what makes a stay truly unforgettable.
Hosted by applied creativity and hotel marketing experts Kim Bagayawa and Mike Dell of The Essential Hotelier, along with behavioural science whiz George Quicksmith of Quicksmith Consulting, we dive headfirst into the art and science of high-end hospitality.
We believe that while hotels compete fiercely on tangible luxuries—beds can only be so soft, desserts so sweet, and infinity pools so ... infinite — the next level of luxury lies in the mind.
From the Peak-End Rule to Loss Aversion & Uncertainty, we decode the principles that get inside guests' heads. Each episode explores how a deep understanding of human behaviour can elevate hospitality from good to mind-blowing, transforming simple stays into extraordinary experiences.
If you’re a boutique hotelier, marketer, or industry leader, the Psycho Hospitality podcast offers practical tips for creating extraordinary stays that guests will rave about.
Because it's not just hospitality, it's Psycho Hospitality.
Subscribe to Psycho Hospitality wherever you get your podcasts.
Hosted on Acast. See acast.com/privacy for more information.
Before a word is spoken, before a hand is shaken, their brain is already scanning:
Do I belong here? Am I seen? Is this the place I imagined?
This is the psychology of arrival. And it sets the emotional tone for everything that follows.
In this episode, we break down the first few seconds of the guest experience—and why they matter more than you think.
From scent and lighting to clipboard choreography and eye contact, we explore:
Because in luxury hospitality, arrival isn’t about keys, forms, or flawless logistics.
It’s about the first moments of belonging.
Get it right, and you don’t just welcome someone.
You set the tone, earn their trust, and anchor the entire stay.
That’s not check-in. That’s brand-building in real time.
Hosted on Acast. See acast.com/privacy for more information.
Most hotels go silent after a guest books. But for the guest, that’s when doubts begin.
We unpack The Cancellation Chasm—and how to close it using psychology, empathy, and a little finesse.
Because before the welcome mat comes the welcome message.
Hosted on Acast. See acast.com/privacy for more information.
Most booking pages don’t lose guests because of price. They lose them to friction, hesitation, and decision fatigue. When guests feel unsure, they close the tab—and move on.
In this episode, we break down:
Because when the path to booking is smooth, guests don’t compare—you become the only option worth considering.
Hosted on Acast. See acast.com/privacy for more information.
What’s the secret to a memorable guest experience? In this episode, we break down the “Peak-End Rule” and reveal how to make every stay unforgettable.
From setting the perfect first impression to adding surprise touches guests will rave about, learn how to craft experiences that end on a high note. Discover why your frontline team is the magic maker and how handling complaints sincerely can turn a negative into lifelong loyalty.
Tap into the emotions that stick—because guests won’t remember every detail, but they’ll remember how you made them feel.
Hosted on Acast. See acast.com/privacy for more information.
Nothing kills a guest’s excitement faster than uncertainty. This episode uncovers how small moments of doubt—whether about booking, directions, or amenities—can erode trust and drive guests away. Learn how to replace uncertainty with clarity at every touchpoint, creating a seamless and secure experience.
We’ll share the science behind why predictability matters and reveal practical strategies for everything from online booking flow to pre-arrival communications. Give guests the confidence to choose you, knowing every detail is handled. Because in hospitality, clarity isn’t just helpful—it’s essential.
Hosted on Acast. See acast.com/privacy for more information.
Guests are overwhelmed before they even arrive, but it doesn’t have to be that way. In this episode, we reveal why cognitive overload is your quietest but fiercest competitor—and exactly how to beat it.
Discover how simplifying online journeys and in-person experiences transforms browsers into booked guests. We’ll dig into design tactics that streamline room selection, why less is more on your homepage, and the art of personalization to cut the noise. Plus, learn why something as small as a one-question filter can make guests feel seen, valued, and ready to say yes.
In short, clarity sells. Make it easy, make it memorable, and watch loyalty grow.
Hosted on Acast. See acast.com/privacy for more information.
Status isn’t just about luxury—it’s the subtle art of making guests feel valued and memorable. In this episode, we dive into why even small, thoughtful touches elevate a guest’s sense of status, satisfaction, and loyalty. From live, real-time customer service that beats any bot to loyalty tiers with perks that mean something, learn how to create high-status experiences beyond price.
Discover why the top suite should never go on sale, and how the "entourage effect" empowers VIPs to share their exclusivity. This episode is packed with strategies to turn guest interactions into loyalty—and loyalty into lasting relationships.
Hosted on Acast. See acast.com/privacy for more information.
Welcome to Psycho Hospitality, the podcast where we explore the fascinating world of guest experiences through the lens of creativity and behavioural insights.
In this podcast, host Kim Bagayawa (The Essential Hotelier), creative strategist Mike Dell (The Essential Hotelier), and behavioural science expert George Quicksmith (Quicksmith Consulting) give you a sneak peek into how behavioural science shapes luxury hospitality.
Discover why the smallest details—like a poolside popsicle hotline or a hot water bottle at turndown service—can create disproportionately powerful memories. Learn how principles like the Peak-End Rule, Cognitive Overload, and Status help hotels craft standout experiences.
Whether designing seamless booking processes or adding meaningful surprises, this podcast uncovers how understanding guest behaviour can transform your hospitality game.
If you’re a boutique hotelier, marketer, or industry leader, the Psycho Hospitality podcast offers practical tips for creating extraordinary stays that guests will rave about.
Because it's not just hospitality, it's Psycho Hospitality.
Subscribe wherever you get your podcasts.
Hosted on Acast. See acast.com/privacy for more information.
