How Kimpton Hotels Built a Brand on Experience & How You Can Too

If you’ve ever stayed at a Kimpton Hotel, you know it’s different. It’s not just a place to sleep—it’s an experience. From the moment you walk in, you’re treated like a guest in someone’s home rather than just another traveler passing through. They remember your name. They offer complimentary wine hours. They welcome your pets like family. And these small touches aren’t random—they’re strategic.

Kimpton doesn’t just sell hotel rooms—they create unforgettable customer experiences. Having spent over 500 nights at Kimpton Hotels, I’ve had plenty of opportunities to see firsthand what sets them apart. And it’s that commitment to experience that turns guests into lifelong loyalists. 

Why Experience Wins Every Time

Kimpton understands something many businesses don’t: customers don’t remember transactions, they remember how you made them feel. That’s why they invest in personal touches instead of massive advertising campaigns.

I saw the power of this firsthand in my own career. When we would host events for our clients, everything about the experience would be elevated. Guests would be greeted with handwritten, personalized note, gifts would be branded for the guest - not the company and each element of the event would be thoughtfully orchestrated to set it apart from any other event they attended. That experiences I created reinforced what Kimpton has mastered—when you create moments that make people feel valued, they don’t just come back. They bring others with them. 

How You Can Apply This to Your Business

You don’t have to be a hotel to create incredible experiences. Whether you run a business, lead a team, or make decisions about company culture, ask yourself:

• How do we make people feel special?

• What small touches could turn a transaction into a relationship?

• Are we investing more in experiences or just in marketing?

Because at the end of the day, the brands that win aren’t the ones shouting the loudest. They’re the ones creating experiences that people can’t stop talking about.